PALS and Complaints Facilitator | Norfolk and Norwich University Hospitals NHS Foundation Trust
It is our ambition at NNUH to provide an outstanding patient and carer experience and we have been redesigning our PALS & Complaints service to provide a seamless, supported service for people raising concerns and to support an organisational culture of learning and improvement.
The PALS and Complaints service sits within the wider Patient Engagement & Experience Team at NNUHFT – we are a diverse, inclusive and nurturing team who will encourage you to bring your whole self to work with us. We love diversity and we value your difference, your unique skills, knowledge and experience.Becoming one of our people may realise your potential, helping us to raise our performance in delivering world-class healthcare to the diverse communities we serve.
We believe we will only truly improve our services through listening to and working with patients, carers and communities alongside colleagues – as collaborative improvers.
You will be a part of a strong and supportive team of individuals who are passionate about delivering an accessible and responsive service for patients and carers, keeping their voice at the heart of everything we do.
You will play a key role in honest and compassionate responses to concerns and complaints as well as sharing insights to aid continuous learning and improvement and supporting the delivery of safe care along with an excellent experience of care.
Interview date - 14th November 2024- We are looking for someone experienced in delivering a very high standard of customer service; both written and face to face and able to manage difficult situations with sensitivity, empathy and compassion. The PALS and Complaints Facilitator role will have particular responsibility for supporting the department and divisions with more complex concerns and complaints to meet the requirements of NHS Complaints standards as defined through the PHSO Framework.
- The role encompasses acting as a deputy to the PALS and Complaints service manager and as such the postholder will need to have the skills, aptitude, and an understanding of how to best support Manager and team alike.
- The postholder will be able to demonstrate how they excel at following and working closely to standard operating procedures and timescales as well as excellent IT, typing and administration skills.
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute.We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
- Contribute to maintaining a high quality PALS and Complaints service for patients, relatives, members of the public, carers and staff seeking information, help, advice and assistance with enquiries and concerns relating to the Trust Services.
- Act as deputy to the PALS & Complaints Manager as necessary and directed by the manager to ensure appropriate support for the whole team is maintained.
- Act as a readily accessible and welcoming point of contact for patients who may need help with any aspect of their care, or the service they have received. Facilitate, wherever possible, a sympathetic resolution, causing minimum distress to all those involved.
- To be a central point of support, guidance, training for the Trust on more complex concerns and complaints to ensure the trust is meeting service standards and ensuring the voice of the concerned person is central.
- To be an Ambassador for the Trust.
- Provide a confidential service, led by the patient/family wishes, in order to resolve problems and concerns by conciliation and mediation.
- Respond to requests and provide good quality information for patients and users. Empower and enable patients to exercise their rights and responsibilities.
- Work collaboratively with patients, relatives/carers and colleagues to obtain and feedback from their experiences, invite comments and accept views to support service improvement.
- Refer, as appropriate, patients and relatives/carers to Independent Complaints Advocacy Services. Steer patients and users to specialist services and external advocacy as required.
- Maintain confidential records, ensuring patient confidentiality at all times, in accordance with Trust policy. Enter data into DATIX system in a timely and accurate fashion ensuring ongoing development and maintenance of the database for production of accurate and regular reports.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
This advert closes on Monday 4 Nov 2024