About this role
Job summary
The post holder is accountable to the Associate Director of Quality and Governance but reports to the Concerns and Complaints Officer.
The post holder will respond to compliments and concerns (also known as PALS) relating to services offered by Lewisham and Greenwich NHS Trust. The post holder will ensure that all cases are managed in an empathetic and timely manner through close working with clinical and non-clinical staff across the Trust.
The post holder will ensure that all concerns and complaints are managed in a way that demonstrates the organisation's commitment to providing high quality care and continuously learning from patient/carer experience. The post holder will provide effective support to patients, carers and staff throughout the process and will also ensure that all regulatory and organisational requirements are met.
Main duties of the job
The post holder will be responsible for managing and responding to compliments and concerns (also referred to as the Patient Advice and Liaison Service (PALS)) relating to services provided by Lewisham and Greenwich NHS Trust. They will ensure that all cases are handled in a timely, sensitive and empathetic manner, working collaboratively with clinical and non-clinical colleagues across the Trust to facilitate effective resolution.
The post holder will ensure that all concerns and complaints are managed in a manner that reflects the organisation's commitment to the delivery of high-quality care and to continuous learning from patient and carer feedback. They will provide appropriate guidance and support to patients, carers and staff throughout the process, and will ensure full compliance with all relevant regulatory, statutory and organisational requirements.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development Widening access (anchor institution) and employability Improving the experience of staff with disability Improving the EDI literacy and confidence of trust staff through training and development Making equalities mainstream
Job description Job responsibilities
Concern and Complaint Process: Efficiently complete the administrative and central management processes of concerns and complaints received, to support the timely and effective resolution. Be the first point of call for anyone wishing to raise a concern or make a complaint. Work closely with patients and carers of the service, understanding their concerns, desired outcomes and discussing and agreeing options and timescales for resolution. Provide high quality and high-level support and advice to Trust staff on the handling of concerns. Ensure all concerns and complaints are logged in the Trusts Local Risk Management system, Ulysses, ensuring attention to detail and high standards of documentation.
Communication: Implement clear and concise communication techniques, ensuring a patient-centred approach in all interactions. Facilitate transparent communication between patients, families, and healthcare staff, fostering an environment of trust and openness Ensure that patients, their relatives, and carers have access to information about the concerns and complaints processes.
Patient Advocacy and Support: Advocate on behalf of patients and families within the trust to ensure their concerns are appropriately addressed. Provide emotional support and guidance to patients and families navigating healthcare processes, fostering a compassionate and empathetic environment.
Person Specification
Qualifications and Training Essential
NVQ level 4/Vocational qualification level 4 or equivalent experience GCSE (or equivalent qualification) at grade C or above in English
Desirable
A-level English European Computer Driving License (ECDL) or equivalent Training/certifications in customer service/patient advocacy
Experience Essential
Experience of working within the NHS or in a similar customer facing environment Experience of handling distressing situations Experience of working with all levels of staff Significant Administrative experience Experience of providing support and information to patients or the public
Desirable
Experience of working within a PALS/complaints or customer service role
Knowledge and Skills Essential
Knowledge of the NHS PALS and complaints procedures Excellent communication skills, both verbal and written, with and empathetic and person-centred approach Experience of using Microsoft Word, Powerpoint and Excel Ability to analyse problems and identify solutions Excellent organisational skills with the ability to manage and prioritise multiple tasks Ability to analyse data and trends, providing insight
Personal Qualities Essential
Ability to deal with angry or distressed people Ability to work autonomously and in a team
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Lewisham and Greenwich NHS Trust
Address Queen Elizabeth Hospital
Stadium Road
London
SE18 4QH
United Kingdom
Employer's website https://www.lewishamandgreenwich.nhs.uk/ (Opens in a new tab)