Band 7 Complaints and PALS Manager

Job overview

The post holder is expected to support the Divisional Triumvirate to manage PALS and complaints for the health unit independently and professionally, ensuring that issues raised by complainants are fully addressed and support staff involved in, or contributing to, the investigation of complaints. The post holder will be required to be able to exercise significant autonomy and discretion in managing complaints within time frames set out in the RFL Complaints Framework.

Draft complaint responses and undertake quality assurance of draft complaint response letters prior to executive sign-off and produce regular reports on the health unit’s performance with regards to complaints.

Main duties of the job

  • MAIN RESPONSIBILITIES 1.1 Work as part of a team to provide a complaints case management service to patients, the public and staff. 1.2 Deputise for the Health Unit Patient Experience Lead when required. 1.3 Responsibility for managing the Complaints and PALs Facilitators and Patient Experience Administrators, ensuring that all PALs contacts are investigated and responded to within the timeframes. 1.4 Manage the process to ensure the Divisional Triumvirate is supported to have PALs and complaints fully investigated and responses are appropriate to the needs of the patient and severity of the complaint in line with the new RFL complaints framework, Being Open and Duty of Candour 1.5 Support the clinical leadership to the investigations and draft responses for complaints received for the Royal Free Hospital’s corporate services. 1.6 Prepare professional and clinically accurate responses for the Chief Executive Officer and Director of Nursing’s signature.

Detailed job description and main responsibilities

Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust.

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Person specification:

Experience

Essential

  • Relevant demonstrable experience of working in a complaint’s role/environment
  • Experience working in an environment with conflicting pressures and changing workload
  • Experience of working within a team and of developing good working relationships with internal and external staff at all levels
  • Experience working within the NHS
  • Ability to collate and analyse statistical and qualitative information (E)
  • Experience of change management initiatives
  • Experience of managing staff

Desirable

  • Demonstrates analytical and problem-solving skills
  • Experience of working across multiple sites

Skills and Aptitudes

Essential

  • Computer literate with experience of Microsoft Word, Outlook, Excel and excellent and accurate typing skills
  • Robust organisational skills with the ability to prioritise workload and meet tight timescales
  • Excellent communication skills, both written and oral
  • Ability to use own initiative and work with minimal supervision as part of a team
  • Leadership skills and ability to motivate others
  • Excellent abilities in concise and accurate report writing and presentation of information
  • Excellent verbal & written communication skills
  • Ability to deal confidently with staff at all levels of an organisation
  • Well-developed interpersonal skills with the ability to work with a range of professionals
  • Ability to make decisions and solve complex problems
  • The ability to maintain and respect confidentiality - Information Governance Issues of confidentiality (Data Protection, GDPR, Freedom of Information Act, Caldicott)

Desirable

  • Experience of Datix

Royal Free shared commitments

Essential

  • Demonstrable ability to meet the Trust shared commitments.

Personal qualities and attributes

Essential

  • Excellent interpersonal skills
  • Excellent telephone manner with the ability to deal tactfully, sympathetically and efficiently with all enquiries
  • Ability to represent the trust in a professional manner at all times
  • Highly motivated and resourceful

Education and Professional Qualifications

Essential

  • Undergraduate Degree or equivalent professional qualification
  • Masters level qualification, or equivalent experience

Desirable

  • Evidence of further professional and personal development
  • Clinical Qualification
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