Complaints & Pals Officer - Liverpool, United Kingdom - Alder Hey Children's NHS Foundation Trust

Alder Hey Children's NHS Foundation Trust

Verified Company

Liverpool, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The surgical division at Alder Hey is seeking a dynamic Compliant and PALS Officer to join their governance team.

The post holder will be a point of contact for patients and families who wish to engage with the complaint/concerns service.

They will proactively manage complaints within stipulated time frames and gather intelligence on completion of complaints related actions from the clinical services in the Division.

The surgical division is a busy and fast paced environment, so the post holder must be adaptive to change and able to make rapid balanced decisions to enable best care for patients and support for staff.

The post holder will work closely with the whole divisional senior management team, and all teams across the surgical division.

This is a fantastic opportunity for a skilled individual to contribute to delivering high quality, compassionate and safe care to children, young people and their families and carers.

To act as a daily point of contact for patients, and families who wish to engage with the complaints/concerns service.

To deal with complaints/concerns of a sensitive, complex nature, some of which maybe multi stranded and delicate.

To provide responses to complaints and queries in a format that is accessible to alleviate barriers to understanding.

Ensure complainants/ enquirers are regularly and pro-actively kept up to date on the progress of their complaint/concern.

To work collaboratively with counterpart complaints, staff in other NHS and Social Care Services when dealing with multi stranded complaints.

To enable the service to address and resolve any complaint or concern on an informal and speedy basis directly with the patient and or relative in the first instance.

Organising the information, they need to draft a complaints response letter for the Chief Executive.

Alder Hey Children's NHS Foundation Trust is committed to supporting all staff to balance work and other life needs.

This is the responsibility of all employees and will be achieved by consultation, open communication and involvement of all team members.

The Trust operates a Flexible Working Policy that is available to all staff.

Alder Hey Children's NHS Foundation Trust is committed to achieving equal opportunities in employment. All employees are expected to observe this policy in their behaviour to the public and fellow employees.

All individuals will have some risk management responsibilities with which you are required to comply, for details of your responsibilities please refer to the current Risk Management Strategy which is available on the intranet and in the local strategies folder.

It is the responsibility of all staff to recognize their role in maintaining a safe environment for patients, visitors and staff; to minimize the risk of healthcare associated infection.

Employees are responsible for ensuring that they are fully aware of the Trust's infection prevention and control policies, the post holder will undertake infection control training as required by the position.

The Trust is committed to developing an environment that embraces diversity and promotes a quality of opportunity. The post holder must comply with all relevant policies, procedures and training on infection prevention and control.

The PALS & Complaints Officer will liaise with staff at all levels on the behalf of the Chief Executive to enable them to discharge the Trust's duties in relation to the NHS Complaints Regulations

The PALS & Complaints Officer will liaise with the Corporate Services to ensure that systems and policies are in place to ensure corporate responsibilities related to complaints management.

To support the Risk and Governance Lead, Surgery Division in motivating the clinical services to provide the best possible customer service through the sharing of sophisticated, relevant, and timely patient experience intelligence.

To proactively manage complaints within stipulated time scales, escalating to the Head of Nursing and AHP for Surgery when complaints risk breaching timescales, completeness, and quality requirements.

To gather intelligence on completion of complaints related action plans from the clinical services, store this electronically within Ulysses, and generate reports which inform services across the Trust and wider public about how the organisation addresses complaints.

To receive all patient related queries, grade within the grading system, appraise the Risk and Governance Lead appropriately, and direct towards the relevant service within stipulated timescale.

To proactively liaise with clinical services to enable the service address and resolve any complaint or query on an informal and speedy basis directly with the patient and or relative.