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PALS and Complaints Manager

The Finegreen Group
Closing date
4 Dec 2021

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Contract Type
Full Time
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An exciting opportunity has arisen, supporting a large NHS organisation as a PALS and Complaints Manager.

The post is working in the East of England, initially for a period of 3-6 months, at a Band 7.

The post holder will expertly support the management of complaints handling processes and provide leadership to the PALS & Complaints Team.

Main Responsibilities:

Support the Divisions in providing effective complaints management, in line with legislation and good practice, and organisational policy;
Responsible for the day-to-day management of the Patient Advice and Liaison Service (PALS) and Complaint's team, ensuring statutory, CQC and organisational requirements are met and that complaints are investigated appropriately and within required timescales;
Lead and co-ordinate the PALS & complaints service as required to meet the needs of the clinical teams, service users, carers and external stakeholders;
Resolve complaints from patients and their representatives through local resolution and conciliation procedures;
Maintain a positive working relationship with the Parliamentary Health Service Ombudsman and Care Quality Commission arranging review and responses within set timeframes;
Effectively communicate to stake holders using all available formats, ensuring key issues/ breeches are highlighted and disseminated to appropriate managers;
Present and document findings from feedback and evaluations as required, analysing results, and identifying solutions;
Maintain frequency, accuracy and consistency of data added to Datix that inform nationally required reporting such as KO41;
Provide regular performance metrics and reports as and when required for complaints and PALS concerns, compliments, escalating areas of concern/themes as they emerge;
Ensure complaint responses are written to a high standard;
Ensure up to date and detailed knowledge and understanding of the components of the NHS Complaints Procedure.
A successful candidate will have:

Must have experience working within the NHS;
Extensive expertise working within Clinical Governance Complaints division;
Up to date knowledge of NHS policies and procedures;
Maintain positive working relationships with the CQC, and Parliamentary Health Service Ombudsman;
Experience using Datix;
Excellent written skills and able to present findings at senior level meetings.

If you are interested in the role and have the above skill set, please send a copy of your updated CV along with your availability to Ria Healy on (url removed)
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