Complaints and PALS Co-ordinator | University Hospitals NHS Foundation Trust Job Oxford area,England UK,Healthcare

Overview

An exciting opportunity has arisen for a Complaints and PALS Co-ordinator to join the existing well-established team at the Oxford University Hospitals NHS Trust.

We are looking for someone who is personable and self-motivated with the ability to cope under the stresses and pressure that comes from dealing with complaints on a daily basis. The ability to work autonomously and as part of a team is essential. Resilience is key to this role. You must be an excellent communicator, who remains calm and professional at all times.

A proven track record of high level written and verbal communication skills is essential, as is the ability to prioritise and meet challenging deadlines. You will be expected to facilitate resolution meetings between complainants and clinicians, ensuring these are conducted in an appropriate, supportive environment. Well developed telephone skills and the ability to extract and summarise the essence of a verbal complaint without preconceptions or judgement is required.

The role is demanding; you must be able to prioritise and take responsibility for your workload with confidence to liaise with people at all levels. Previous experience of working in the NHS Complaints system or similar is welcome, but not essential; a thorough understanding of the NHS Complaints process is expected. You will need to demonstrate excellent experience of producing documents using Microsoft computer packages.

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals:
John Radcliffe Hospital, Churchill Hospital, Nuffield Orthopaedic Centre and the Horton General Hospital. For more information on OUH please view OUH At a Glance by OUHospitals – Issuu. Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.

We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.

Responsibilities

To oversee and manage the Divisional response to queries and complaints from first contact with a complainant to the final response.

To directly oversee complaints coordination for one or more Divisions; prioritise own work for action, delegate where appropriate and supervise responses.

To support senior managers in the Trust and the Complaints and Patient Services Manager by providing advice and guidance on the Trust’s complaints policy.

To ensure the efficient handling and resolution of enquiries from Patients, families and Visitors. To ensure excellent customer care and the implementation of the Trust’s Values into Action throughout the complaint or PALS pathway liaising as necessary with colleagues, internal departments and external organisations.

To supervise and provide reports on division specific areas of processing, recording and responses to complaints, requests for information, positive and adverse comments and other Trusts enquiries.

To maintain up to date knowledge about the national best practice in NHS complaints practice, NHS England policy, NHS Complaints Regulations 2009, recommending changes as required in Trust policy in order to comply with these.

To grade complaints according to the Trust’s Complaints Decision making matrix.

To review and edit draft responses for complaints and requests for information and other Trust enquiries.

To be responsible for ensuring the complaints and PALS database and files are accurate, up to date and comply with Trust policy and the Data Protection Act.

To supervise the process of complaints and PALS handling, utilising daily reports and working closely with site orientated Patient Services Officers (PALS).

To assist with the evidencing and recording of Divisional action plans for complaints and PALS themes.

To undertake the administration and facilitation of patient resolution meetings.

To assist with the administration associated with the complaints…


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