Job Description

The PALS & Complaints Officer plays an integral role in delivering an excellent frontline support service by listening, managing and learning from patient experience to improve quality of services we provide at North Middlesex University Hospital.



The post holder will perform a range of specific tasks in relation to the administration and coordination of complaints and other feedback, ensuring policies and procedures are followed in accordance with the relevant legislation and associated guidance. The post holder will also be responsible for delivering the Patient Advice and Liaison Service for the Trust by providing high quality, responsive assistance to the general public and external organisations. This will include listening to experiences and, where possible, resolving concerns immediately and providing a signposting service to members of the public.



The PALS & Complaints Officer is also key to driving the improvement agenda within the patient experience function - working actively with Divisions, service areas and wards to co-design services and solutions that meet the expectations of our patients and families. Provide relevant PALs (Patient Advice and Liaison Service) and complaints reports for allocated divisions. Ensure timely and accurate reporting to relevant stakeholders and maintain data integrity and compliance with reporting standards.



1. COMPLAINTS, CONCERN, COMMENTS AND COMPLIMENTS



1.1 To manage a caseload of enquiries and complaints, ensuring accurate documentation that is kept up to date with progress



1.2 To carry out duties in line with the policies for Complaints Management and the policy for PALS. This will include but is not limited to:



1.2.1 Ensuring that complaints and concerns raised by patients, relatives, service users and staff are resolved within the statutory timescales and key performance indicators for the service



1.2.2 Taking an active role in supporting the investigation process and drafting written complaints responses to ensure they are appropriate, thorough and compliant with Trust policy for Complaints



1.2.3 Communicating with complainants, patients, their relatives and representatives either face to face, by phone, email or letter ensuring that all communication is accessible, relevant and timely.



1.2.4 Assessing the most appropriate approach to a solution through negotiation with the patient and staff involved using knowledge of the Trust's structures and operational procedures whilst aiming to achieve timely local resolution



1.2.5 Working with clinical, nursing, administrative and operational staff, to resolve patient queries and to troubleshoot any issues reported by patients and their relatives



Royal Free London North Mid Health Unit is part of North Central London integrated care system - consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS's, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.



We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George's University Grenada, and for nursing and midwifery students from Middlesex and City Universities.



Take a tour of our hospital here



Please see the attached and Person specification for more information on the role requirements and duties