Complaints and Pals Support Officer - Leatherhead, United Kingdom - Surrey and Borders Partnership NHS Foundation Trust

Surrey and Borders Partnership NHS Foundation Trust

Verified Company

Leatherhead, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

We are looking for an experienced administrator to work in our extremely busy but high performing Complaints and PALS and Legal Services Teams.

As part of this role, you will act as the admin lead for the team ensuring day to day admin tasks are completed.

Providing support and assistance to the Band 6 complaint coordinators to ensure smooth running to the Complaints and PALS team.

You will be providing 10 hours a week cover to the Legal Services department, and 27.5 hours to the Complaints and PALS team.

Provide an accessible, friendly and professional point of contact for patients and members of the public who have queries or concerns about our hospitals and services provided by the Trust.

Ensure contacts are aware of their rights and options in relation to raising concerns and receive appropriate guidance support.

Surrey and Borders Partnership NHS Foundation Trust is the leading provider of health and social care services for people of all ages with mental ill-health and learning disabilities in Surrey and North East Hampshire.

We also provide social care services for people with a learning disability in Croydon and ASD and ADHD assessment services in Hampshire.

We actively seek to engage people who use our services and our communities in improving the mental wellbeing of the local population.

We work closely with other NHS and voluntary sector organisations who provide services and support people who use services and carers.

Surrey is a beautiful county lying just 30 minutes away from Central London and from the South Coast.

Our historic market towns and bustling districts are enveloped in wonderful countryside, and our excellent road and rail networks bring the rest of the country within easy reach.

For international travel, both Gatwick and Heathrow airports are nearby.

Working from home contracts do not attract high cost area payments.

My job makes better lives by

Providing prompt administration support to the Complaints Manager and Co-Ordinators, to ensure an efficient team working dynamic is achieved.

Job Overview

To act as the admin lead for the team ensuring day to day admin tasks are completed. Providing support and assistance to the complaint coordinators to ensure smooth running to the Complaints and PALS team.

You will be providing 10 hours a week cover to the Legal Services department, and 27.5 hours to the Complaints and PALS team.

Experience required

4 years' experience of working in an administrative role demonstrating a high level of accuracy and record keeping.

Significant experience in a customer service environment.

Experience of managing difficult and sensitive situations.

Knowledge of issues relating to consent and the data protection act

Proficient in Microsoft office package

Suitable for someone who

Has excellent organisational and planning skills who can work as part of a team or independently.

Someone who shows compassion relating to people at all levels and from diverse backgrounds.

Ability to cope with emotional, distressing and difficult situations and be able to deal with upset and distressed clients maintaining a professional approach, escalating and seeking support where appropriate.

Key Responsibilities

Provide an accessible, friendly and professional point of contact for patients and members of the public who have queries or concerns about our hospitals and services provided by the Trust. Ensure contacts are aware of their rights and options in relation to raising concerns and receive appropriate guidance support.
Work in partnership with patients, visitors and staff to ensure that feedback and concerns are captured in full, documented and shared for response/information as required. The postholder will be responsible for making sure that cases they are dealing with are accurately recorded, updated and (following resolution) closed on DatixWeb.
Assist in triaging and allocating cases to the PALS and Complaints officers, ensuring that any high risk or priority concerns are escalated to the PALS officers immediately. Ensure that the Pals and Complaints Manager is kept informed as necessary.
Draft letters in response to enquiries and/or concerns, as agreed with the relevant PALS and Complaints Officer.
Ensure informal PALS request are dealt with in a timely manner, adhering to the PHSO deadlines, ensuring any delays are escalated appropriately.
Support the PALS and Complaints officers in accurately logging details of each contact and all concerns on DatixWeb, effectively recording themes, outcomes and learning for each case. With the team, contribute to the maintenance and development of DatixWeb Complaints module, as necessary.
Ensure documentation and information is effectively managed and exchanged with care, accuracy and sensitivity, maintaining confidentiality and in line with information governance policy and guidelines.
Support the PALS and Complaints Team to organise meetings with patients, carers and family members in respo