The PALS & Complaints Officer is the main point of contact for individuals wishing to raise concerns or seeking advice or information about Trust services. The post holder is required to adopt a flexible and supportive approach to resolving requests for information regarding Trust services via the Patient Advice and Liaison Service (PALS) or its complaints functions.
The post holder is an essential point of contact in working closely with front line staff to receive, manage and respond to formal and informal enquiries and complaints in line with Trust policy and procedure and NHS Complaints Regulations.
This role provides the main interface with complainants, some of whom may be challenging. It is therefore vital the post holder is a good listener and effective team player and will need to be able to communicate information effectively to members of the public, staff and volunteers and provide support to them as required. A professional, caring and respectful manner must be demonstrated at all times.
Post holders may come into contact with patients, their carers / family, with advocates and with staff who may express a range of emotions including distress or anger as a result of an incident, breach of confidentiality or alleged failing in care. The ability to act with diplomacy, empathy and professionalism is expected at all time
Acting as a point of contact for patients raising queries or concerns on the phone, via email or in person. This may include attending the ward to discuss issues with inpatients and their families.
Advising patients and their families of the PALS and Complaints processes and assisting them with the process where required.
Build and maintain good relationships with clinical and non-clinical staff across the Trust to help resolve patients concerns quickly and efficiently, negotiate solutions on their behalf and ensure they receive practical advice and support in a sensitive, appropriate and effective way
Working collaboratively with a variety of staff to resolve queries and concerns in a timely way.
Ensuring that concerns are escalated to relevant staff within the hospital if they cannot be resolved within set timescales
Manage a caseload of individual concerns from initial contact to liaising with unit managers who are responsible for providing the response. This will include administrative logging on Ulysses identify the key issues to be addressed and the reviewing of response to ensure they cover all aspects of the concern raised.
Maintaining accurate and detailed records of concerns and queries raised and the outcome of local resolution.
Exercise high levels of concentration given the unpredictable nature of the work. The post holder must be able to prioritise and manage the competing demands of their workload
At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:
Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
Ranked #1 among all Acute Specialist Trusts for "We work flexibly."
At RNOH, we’re committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive.
Joining our organisation means enjoying a wide range of staff benefits, including:
24/7 access to wellbeing support through our Employee Assistance Programme.
A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare
At RNOH, we are more than a workplace—we are committed to patients, to excellence and the wellbeing of our staff.
Pals Service
- Acting as a point of contact for patients raising queries or concerns on the phone, via email or in person. This may include attending the ward to discuss issues with inpatients and their families.
- Providing compassionate support for patients, families and staff members involved in the PALS process.
- Advising patients and their families of the PALS and Complaints processes and assisting them with the process where required.
- Build and maintain good relationships with clinical and non-clinical staff across the Trust to help resolve patients concerns quickly and efficiently, negotiate solutions on their behalf and ensure they receive practical advice and support in a sensitive, appropriate and effective way
- Working collaboratively with a variety of staff to resolve queries and concerns in a timely way.
- Ensuring that concerns are escalated to relevant staff within the hospital if they cannot be resolved within set timescales
- Manage a caseload of individual concerns from initial contact to liaising with unit managers who are responsible for providing the response. This will include administrative logging on Ulysses identify the key issues to be addressed and the reviewing of response to ensure they cover all aspects of the concern raised.
- Maintaining accurate and detailed records of concerns and queries raised by patients and their families and the outcome of local resolution.
- Central point of contact for staff requiring information about PALS activity including the provision of reports based on information derived from the Ulysses Database.
- Identify and produce reports of themes highlighted through PALS and Complaints indicating any subsequent changes in practice for inclusion in departmental/quality reports.
- Exercise high levels of concentration given the unpredictable nature of the work. The post holder must be able to prioritise and manage the competing demands of their workload
- Provide non-clinical advice to patients/service users or carers and be responsible for escalating a concern or complaint where patient safety appears to be at risk.
Complaints
Provide compassionate support for patients or families who wish to make a formal complaint. This may include documentation of a verbal complaint or assistance in writing a formal complaint letter.
Ensure that the complaints database and records are accurate and up to date.
Ensure that the Trust acts on, and responds to, complaints in a timely manner, ensuring that any delays are minimised.
Communicate verbally and in writing with complainants to discuss the management of their complaint and offer information on the process that will be followed
Recognise and escalate concerns or risks appropriate to senior staff
Work closely with the Complaints Officer
Assist in the provision of data and reports in relation to complaints trends
Ensure that complainants are kept informed at all stages of the progress of their complaint including when changes or delays occur within the agreed timescale
Liaise with all levels of staff across the organisation to ensure that complaints are handled speedily and effectively
Provide administrative support in the organisation of internal or external meetings for the resolution of complaints, including minute taking.
Contribute to learning lessons events so that local actions can be implemented across the Trust
Support the KO41 process, ensuring that all required information is in place
Friends & Family Test
Provide administrative support for the Friends and Family Test by monitoring response rates and preparing data for feedback to the wards and specialties to ensure that they are aware of reported patient experience.
Prepare Friends and Family data for the monthly Quality report to ensure the trust is aware of reported patient experience.
Providing support for external reporting of the friends and family test data.
Work collaboratively to help ensure that queries and concerns are dealt with or escalated effectively.
Assist in the provision of data for the Monthly Balance Scorecard.
Interpreting Services
Ensure that issues raised by service users are documented and escalated appropriately
Improving Patient Experience
Provide information and data to staff who wish to measure the impact of their quality improvement projects on patient experience
Use your knowledge of patient concerns to identify possible patient experience improvement projects
Participate actively in identified projects to improve patient experience including helping to develop patient stories
Provide training for other staff in the Trust in providing high quality patient experience
Provide administrative support for identified Trust wide patient experience projects
Work collaboratively with all members of the Quality Team and other members of the Trust.
