Complaints and Pals Co-ordinator - Oxford, United Kingdom - Oxford University NHS Foundation Trust

Oxford University NHS Foundation Trust
Oxford University NHS Foundation Trust
Verified Company
Oxford, United Kingdom

4 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

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 Trusts 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 Trusts 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 Trusts 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.

More jobs from Oxford University NHS Foundation Trust
See all jobs of Oxford University NHS Foundation Trust