PALS Complaints Manager - temporary - NHS

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Job description

An opportunity to work for a large NHS Trust in South West London.
The role is temporary for initially 3 months
About Our Client

A large NHS Trust in South London

Job Description

The key responsibilities for the PALS Complaints Manager Band 7 are:

To effectively manage the Complaints / PALS Officers
Develop and agree an annual work plan including objectives, targets and timescales for the complaints department
Set objectives and review performance of complaints/PALS Officers
To be responsible for more complex complaints and support
Maintain and develop the trust's central database of complaints
Manage sickness, disciplinary and performance issues in line with trust policies
To provide an identifiable, accessible service to assist and support patients and carers with queries and or concerns
Regular liaison with General Managers, Service Managers, Clinicians, and the Executive Team
To ensure data recorded on Datix is accurate, complete and consistent
Design and produce reports for board and committee papers and divisions
Update, design and deliver training on complaints handling for front line staff
The Successful Applicant

The successful candidate for the PALS Complaints Manager Band 7 will have:

Experience:

Use of Datix to log cases and run reports
Use of an electronic patient record system
Thorough knowledge of the NHS system for complaints management
Through knowledge of the functions of the Patient Advice and Liaison Service (PALS)
Complaints case load management
Drafting and reviewing responses
Relationship building with key stakeholders in the department, directorate and division
Working on and reviewing a Complaint generic inbox
Triaging cases
Staff management
Managing complaints and customer care services in a complex health or social care environment
Experience of analysing and reporting complex data
Committee minute taking

Skills:

Ability to cover a wide complaints handling remit effectively and meeting set targets
Keen attention to detail
Punctual, reliable and dependable
Ability to think on their feet
Ability to offer solutions to a wide range of complaints and procedural problems
Good team player
What's on Offer

On offer for the candidate is a temporary, full-time PALS Complaints Manager Band 7 role for a 3 month duration, starting from December in South West London.

Contact
Gemma Edwards
Quote job ref
JN-112310
Phone number