Complaints and PALS Lead
Job Type: Temporary
Sector: Healthcare
Duration: This is a temporary role, with no end date given.
Location: Guildford, Surrey
Travel: Not specified
Remote Working: Not specified
Band: 7
Pay Rates:
GBP19.80–GBP22.70 paye per hour
GBP22.20–GBP25.50 paye inclusive of holiday pay per hour
GBP25.30–GBP29.00 umbrella per hour
All of the rates are depending on skill and experience.
Working Days and Hours: Monday to Friday, 9am–5pm
Job Purpose
The post holder 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.
Job Summary
The Complaints & PALS Lead is responsible for 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.
The Complaints & PALS Lead will demonstrate a detailed and current working knowledge of the NHS complaints and governance processes and will be responsible for managing the Complaints & PALS teams to investigate complaints on behalf of the Chief Executive. They will have highly developed communication skills both orally and in writing, to ensure effective communication at a high level with service users and staff. They will be required to ensure that complaint and concern response letters are of a high quality and are factually accurate and address fully a complainant's concerns. They will also be required to 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.
The Complaints & PALS Lead will assist in the processes that ensure that the department and the Trust achieve statutory standards such as Care Quality Commission requirements. The post holder will 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.
The post holder will develop strategies for ensuring that the complaints team prioritises its work to meet the requirements of the Trust Complaints and Concerns policy and will have line management responsibility for the complaints team.
Key duties and responsibilities
Manage the Complaints & PALS teams supporting personal development, monitoring performance and proactively addressing performance or employment issue that may arise in accordance with Trust Policies.Provide excellent leadership to the Complaints & PALS team in all aspects of complaints and concerns.The post holder will manage any recruitment and retention, sickness and absence, capability and disciplinary matters within the department, escalating to the Lead for Patient Experience where appropriate.Ensure consistent high performance against agreed timescales/performance indicators for responding to Complaints & PALS is achieved.Ensure internal Key Performance Indicators (KPI's) are met with regard to Complaints and Concerns and when they are not escalate as per Trust Policy.Prepare and deliver the monthly, quarterly and annual Complaints & PALS reports to the Trust Board in line National & Trust requirements.Prepare and present written and verbal reports to any relevant committee/group within the Trust.To manage and lead on the Trust's complaints strategy, ensuring the Trust's Complaints and Concerns Policy is reviewed and developed in line with current guidance. To manage and lead on the development of internal communications around complaints, ensuring any trends and patterns that emerge from complaints are shared appropriately.Lead on the Complaints & PALS training across the Trust.Work as a collaborative partner across other team's e.g. Patient Safety and Quality.Act as a point of contact and response lead for all PHSO and regulatory enquires.Proactively scope emerging issues from external sources e.g. regulatory bodies, PHSO, Regional and National Complaint forums and assess implications for the Trust. Ensure Freedom of Information (FOI) responses are provided within the appropriate timeframe.Work with the Deputy Director of Nursing & Lead for Patient Experience looking at Complaints and PALS themes.Liaise and support managers across the Trust in relation to complaints, concerns and feedback.Act as the Trust's Mental Health Act Administrator.Lead on the witnessing of wills and powers of attorney for inpatients of the Trust as requested – in liaison with relatives, medical teams, legal services etc.To maintain appropriate confidential records of casework and statistical records through logging contacts on the DATIX system.Attend / be a member of Trust committees where expertise and knowledge of complaints / complaints process as required.To ensure the environment and staff comply with Health & Safety, infection control and COSHH regulations and that Trust policies.To support the Lead for Patient Experience with managing the PALS / Complaints budget.Attend monthly divisional finance meetings.Will be responsible for ordering stock and supplies through the SBS Financial Management system / working with procurement to realise the best price for goods and services. You will be required to set up a process so staff within your department are able to order in your absence.