Complaints & Pals Lead - Surrey, United Kingdom - Eden Brown Synergy

Eden Brown Synergy
Eden Brown Synergy
Verified Company
Surrey, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Complaints & PALS Lead
Looking for a leader who is highly motivated and a proactive problem solver. Does this sound like you? If so, this fantastic new opportunity may be for you.


I am working with an NHS Organisation based in Surrey who are seeking to recruit a Complaints & PALS Lead to join their Nursing and Patient Experience department for 3 months initially.


Overview of the role
As Complaints & PALS Lead you will manage the Trust's Complaints and Patient Advice & Liaison Service (PALS).

Leading on the handling of concerns and complaints in line with Trust policy locally and developing Trust strategy in line with national requirements.


  • Some of your key responsibilities will include: _
  • Ensuring the delivery of a quality complaints & concerns service for the Trust, ensuring that complaints & concerns are handled in a timely and effective manner and that Trust staff are equipped with the skills to manage complaints & concerns locally.
  • Ensure that complaint and concern response letters are of a high quality and are factually accurate and address fully a complainant's concerns.
  • Provide analytical information to others across the Trust to identify trends in complaints, concerns and problems to be resolved, ensure a seamless process for the management of complaints and a systematic process for learning and service improvement resulting from complaints.
  • Assist in the processes that ensure that the department and the Trust achieve statutory standards such as Care Quality Commission requirements.
  • Take the lead in ensuring the Trust is made aware of new legislation, guidance and best practice, and for updating the Trust's policy covering complaints and concerns.
  • Develop strategies for ensuring that the complaints team prioritises its work to meet the requirements of the Trust Complaints and Concerns policy

Experience & Skills required:


  • NHS experience is essential
  • Managerial experience
  • Educated to degree level OR having management experience together with specialist knowledge of NHS complaints procedure
  • Significant experience in a health/social care/community care or similar complex organisation
For further information please contact Emilia from Eden Brown Synergy (Corporate Services Division) on

Eden Brown Synergy is an equal opportunities employer.
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