Job Title: Patient Advice and Liaison Service (PALS)/Complaint
Trust Location: Buckinghamshire Healthcare NHS Trust
Location: Stoke Mandeville Hospital or Amersham Hospital – flexible and willing to work at either location.
Hours: 30 hours per week
Working Pattern: Monday- Friday, 9AM - 5pm, 8AM- 4PM
Duration: 3 Months
MAIN PURPOSE OF THE POST
The Patient Relations Officer (PALS)/Complaints is a patient-facing role helping patients with detailed enquiries by telephone, email, letter and face-to-face.
Key aspects of this role will be to work with the Patient Relations Manager to provide a patient service on behalf of Buckinghamshire Healthcare Trust as well as managing PALS and complaints casework.
You’ll learn the following whilst working at the trust:
- An in depth understanding of the roles and responsibilities involved in working within the NHS
- Knowledge of the systems used, to effectively complete your role to the highest standard at all times
- A sense of teamwork, gained through working alongside and supporting colleagues from all levels, within the organisation.
Key Duties and Responsibilities:
Support and fulfill national complaints and PALS/Complaints requirements
- Support implementation of complaints/PALS policies
- Ensure PALS cases are handled according to best practice, national directions, regulations and standards.
- Work with the PALS and Complaints lead to develop the service
- Work collaboratively with local colleagues, Healthwatch and NHS England to ensure a seamless PALS/Complaints service can be provided to patients/public Collect data that can feed into regular PALS and Complaints reports
- Identify and recommend actions where issues indicate a need for improvement and feed this into the quality assurance process.
- Work with colleagues and line manager to identify areas for change and recommend actions to resolve problems and review practice.
1. Initial Contact and Case Logging
- Act as the first point of contact for patients, carers, and families with concerns or queries.
- Log cases in Datix and assign PALS/Complaints case numbers.
- Acknowledge receipt of concerns within 24 hours.
2. Case Management and Resolution
- Keep cases open until a clear outcome is confirmed.
- Use systems like Careflow to check and relay information.
- Liaise with Service Managers (SMs) for updates and escalated unresolved concerns to General Managers (GMs).
3. Communication and Follow-Up
- Maintain clear and timely communication with patients, including updates and estimated timeframes.
- Confirm with patients whether they wish to escalation unresolved concerns into formal complaints.
- Close cases only after resolution or patient confirmation.
4. Collaboration and Escalation
- Work closely with the Complaints Team to triage and escalation cases appropriately.
- Participate in meetings such as PALS/Complaints Catch Up and Patient Experience team meetings
5. Documentation and Reporting
- Log all email correspondence and maintain accurate records.
- Chase updates from SMs for unresolved concerns.
- Ensure compliance with CQC Regulation 16 and internal SOPs.
You’ll have the following skills/experience:
- Patience and calmness under pressure.
- Strong communication and counselling skills.
- Ability to manage sensitive information confidentially.
- Proficiency in NHS systems and basic IT tools.System Knowledge – MS Office package
As a member of NHS Professionals, you have fantastic benefits:
- Competitive pay rates- work this week, get paid next week
- Essential support when you need it- 24/7 365 days- call us anytime
- Multi locational- work across neighbouring Trusts
- Manage your shifts and timesheets on the go- access your “My Bank” shift portal anywhere, anytime online or through your smartphone
- Varied working options to suit your lifestyle- access to the Bank gives you options of ad hoc shifts or longer-term placements
- Training and development opportunities- Keep up with the essentials and more
- Build holiday allowance for every shift you work- your work life balance is important to us
- Stakeholder pension scheme available- a flexible future for you and yours
Who are NHS Professionals?
We specialise in putting people in place to care. Every year we help thousands of dedicated candidates and highly skilled NHS workers enjoy better career opportunities, access to more shifts and a healthier work-life balance, giving more choice and control to our members.
As an equal opportunities’ organisation, NHSP is committed to the equal treatment of all current and prospective Bank members and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender reassignment, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and inclusion agenda and we strongly encourage suitably qualified applicants form a range of backgrounds to apply.
Disclaimer
Please note, you will be contacted by email throughout the recruitment process, so please check your emails, including your junk/spam regularly. We regret we cannot contact everyone who is not selected for an interview, therefore if you do not hear from us within 21 days after submitting your application, please assume you have not been successful on this occasion
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