Complaints and PALS Officer (Internal Only)
Job summary
**This position is open to staff working at the Trust in the 'ECT Family' this includes currentEast Cheshire NHS Trust employees,both NHSP and ECT bank staff, ISS staff and volunteers at the Trust. Unfortunately, we cannot accept applications from applicants not listed within these groups.**
A rare opportunity has arisen for a Complaints and PALS Officer at Macclesfield District General Hospital.
The role of the Complaints & PALS officer is to manage a caseload of both Formal complaints and PALS concerns ensuring their complaint is investigated and responded to appropriately and within a set time frame. The role will involve arranging and chairing Local Resolution meetings and visiting wards and departments as part of a PALS Outreach service to speak to a variety of service users about their experience.
You will be able to think on your feet be comfortable dealing with people who may be upset or angry and successfully be able to de-escalate where appropriate. You must be a calm individual who is kind and caring and has a positive attitude to helping people and influencing improvement and good practice within the Trust.
Hours per week: 37.5
We welcome applications from Graduate visa holders; it is important to note that you must have a minimum of 6 months before this expires at the start of your employment for training and operational reasons.
Main duties of the job
The role is a very important one, assisting patients and their families when they feel something has gone wrong or has caused them dissatisfaction.
You will investigate their complaint or concerns by adopting the NHS England Complaints Procedure and look at how the Trust can use patient feedback to change and improve the service provided.
The successful applicant will have excellent communication skills and possess proficient IT skills including Word, Office, Excel and NHS digital systems such as Datix. You will be required to assist in the production of reports each month for the Complaints and PALS Service. You will have formal letter-writing skills and have an excellent command of punctuation and grammar.
The role involves regular and frequent contact with patients and their families or carers and will involve listening, supporting and advising how you can assist them.
You will speak to Service Users, Trust Staff and the Public on the telephone, via email and face-to-face.
Non-UK or Irish applicants should check their visa and this role's eligibility for sponsorship before applying. For further information please visit Visas and immigration - GOV.UK (www.gov.uk)
Please be advised we are unable to provide Skilled Worker Visa Sponsorship to non-UK residents.
About us
We are committed to providing the best quality integrated care to our patients. To achieve this aim we need highly motivated staff who are united by common values and behaviours.
We believe our workforce is our greatest asset and we actively support our staff to develop their capabilities to the full, with a variety of learning and development opportunities.
Whether you are just starting out in your career or are looking to use your skills and experience in a new role, East Cheshire NHS Trust is the right employer for you. We look forward to you joining us so that we can bring out your best.
Please be aware that this post requires a Standard DBS (Disclosure and Barring Service) check, the cost of which is payable by the successful candidate. If you have lived or worked abroad for 6 months or more in the last 5 years you will need to obtain an overseas police clearance. Further information can be found on the additional information links at the bottom of the advert.
Job description
Job responsibilities
Please read the attached Applicant Pack prior to completing your application form to find out more information.
Please download a copy of the Job Description and Person Specification located under the Supporting documents heading to read more about the advertised role.
As part of making your application we encourage you to review the Trusts Careers webpage Careers :: East Cheshire NHS Trust for more information about working for East Cheshire NHS Trust.
We are an equal opportunities employer and welcome all applications irrespective of age, disability, gender, sexual orientation, race or religion. The Trust is a Disability Confident Leader and as such, applicants with disabilities will be offered an interview providing they meet the minimum criteria for the post (outlined in the Person Specification).
We understand that some applicants may choose to use artificial intelligence (AI) tools to assist in preparing their application. While this is not discouraged, it is essential to personalise this information, particularly your supporting information section as these tools cannot fully grasp the context or requirements of the job youre applying for. We kindly remind candidates that all submissions must be truthful and accurately reflect your own experiences and suitability for this role. Personal integrity and authenticity are central to our recruitment process and being a member of East Cheshire NHS Trust.
Applicants are advised to apply early as we reserve the right to close the advert prior to the advertised closing date should we receive a large number of applications.
We look forward to receiving your application.
Person Specification
Qualifications
- Minimum 5 GCSE grades (A-C or equivalent) Must have English GCSE
- A level English
- Degree Level Qualification
- Counselling experience
- Health Care qualification
Knowledge and Expertise
- Excellent Excel, word and keyboard skills essential for report and letter writing. Must be independent in the use of Information Technology
- Knowledge of the NHS Complaints Procedure and PALS service.
- Knowledge of the Trust's values and behaviours.
- Demonstrates commitment to own personal development.
- Ability to prioritise tasks.
- Previous experience in dealing with complaints and challenging people and situations.
- Experience of working in a team environment, ability to advise, support and encourage Team colleagues.
- Experience in multi-agency working.
- Previous NHS experience
- Negotiation skills
- Clinical knowledge
- Ability to communicate medical and nursing terms effectively to non-medical/nursing staff and users.
- Knowledge and experience of the DATIX Risk Management system
- Knowledge or experience of computerised medical records systems.
Analytical and Judgmental skills
- Assimilate, analyse and present complex data, identify necessary action, make recommendations and ensure appropriate action.
- Write reports and produce quarterly and annual reports to the Board.
- Manage a complex agenda, with competing priorities within a busy environment, whilst maintaining a focus on key issues.
- Objectivity and ability to take a dispassionate stance when necessary.
- Ability to be reliable & flexible.
- Positive can-do attitude.
- Excellent written and verbal communication skills combined with an effective and courteous telephone manner.
- High levels of accuracy and meticulous attention to detail. The post holder will be expected to write complaint responses as a formal letter to be approved by the Chief Executive of the Trust.
- Ability to concentrate even with frequent interruptions and unpredictable working patterns. Ability to handle sensitive information and patient confidentiality within current guidelines
- Experience in developing effective working relationships.
- Ability to support and contribute to team working and to develop good working relationships
- Ability to work without supervision and use own initiative
Personal Skills
- Motivated and resourceful with a proactive approach to problem-solving and negotiating de-escalating conflict
- Being confident and assertive whilst demonstrating empathy, tact and objectivity in challenging situations
- Can demonstrate high-level communication and interpersonal skills appropriate to different audiences, i.e., Patients; families and carers, Senior Managers, all Trust staff, and other agencies to support dealing with highly sensitive situations
- Possess excellent listening and analytical skills to understand the essence of a service user's needs and ascertain potential risk factors
- Experience of working as a positive and effective member of a team.
- A flexible and adaptable approach
- Presentation/ teaching skills
Other Role Requirements
- Please refer to the job description and person specification for further details regarding the role requirements
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
East Cheshire NHS Trust
Address
Macclesfield District
General Hospital
Victoria Road, Macclesfield
SK10 3BL
United Kingdom
Employer's website
https://www.eastcheshire.nhs.uk/