Pals & Complaints Coordinator - Chelmsford, United Kingdom - Mid and South Essex NHS Foundation Trust

Mid and South Essex NHS Foundation Trust

Verified Company

Chelmsford, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

An exciting opportunity has arisen for an enthusiastic and innovative individual to join our team as a PALS & Complaints Coordinator

We are looking for a motivated individual with excellent communication, interpersonal and organisational skills.

You will be expected to ensure that the team log all feedback in accordance with national guidance and the Trust's own policies and procedures, and that concerns and complaints are responded to within local targets.

You will also contribute to the development of the PALS & Complaints service.

The role involves dealing with sensitive and sometimes contentious information from patients, relatives, and members of the public.

It also involves advising senior staff external to the department and reviewing information provided following investigations, ensuring that concerns are fully addressed.

You should have a sensitive and empathetic nature, and also be able to challenge, negotiate and advise with conviction when needed to ensure that all concerns and complaints are fully investigated and responded to appropriately.

Providing daytoday management of the team and helping to prioritise and advise on a range of issues.
Undertake daily reviews/triage of all new complaints and PALS concerns, escalating and managing them as appropriate.
The PALS & Complaints Team represents the hospital, and you will be expected to ensure you and the team act as an accessible and approachable first point of contact for patients, relatives, and members of the public when there are queries and concerns about services provided by the Trust.
You will need to have excellent organisational skills and have the ability to prioritise a team and their workloads. This role can be stressful at times so you will need to work well under pressure. You will be able to manage your own workload and work unsupervised.

Mid and South Essex NHS Foundation Trust is now one of the largest in the country, with a workforce of approximately 15,000 who serve a population of 1.2 million people.

We work together, and in conjunction with MSE Health and Care Partnership, to deliver excellent local and specialist services, to improve the health and wellbeing of our patients in a compassionate way, and provide a respectful, but vibrant place for staff to develop, innovate and build careers.

From facilities through to consultant specialists we want to be the best, to achieve this we need to recruit not just those who are the finest in their field but also those who have the potential to be.

Yes, experience is important but so is outlook - if you are dynamic, forward-thinking and enthusiastic we want you to join us.

We not only offer you a good working environment with flexible working opportunities, but also the opportunity to develop your career with access to appropriate training for your job and the support to succeed and progress.

For full details on the job responsibilities and main duties, please see attached job description and person specification.

Whilst previous experience of working in a similar role or the NHS is advantageous, personal qualities are just as important in this role.

We are a friendly team who takes pride in nurturing a warm and supportive environment in which to work, whilst ensuring we deliver a high-quality service.

If you have a 'can do' attitude and would like to be part of this exciting, busy team, this role may be for you.