Candidates must demonstrate strong organisational and time management skills, as well as experience in managing complaints and knowledge of NHS regulations. The position includes providing guidance to divisions on addressing PALS concerns and complaints, drafting responses, and supplying data for performance management of complaints. The successful applicant will work across both hospital sites.
Are you an excellent communicator with good listening and people skills? Can you work on your own initiative and be tenacious yet tactful in solving problems? Are you comfortable talking to people who are emotionally distressed or angry?
An opportunity has arisen for an enthusiastic and hardworking individual to provide leadership and management to the PALS and Complaints team. The successful candidate will manage a Divisional PALS and complaints portfolio and officers within the team and will work closely with colleagues in the organisation and externally, for example the Parliamentary and Health Service Ombudsman, developing good and effective working relationships.
The successful applicant will possess excellent listening and interpersonal skills including the ability to demonstrate empathy, impartiality and tact when dealing with contact from patients. The successful applicant must also be able to recognise the sensitive needs of patients and their carers and be able to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.
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The role also requires the person to have good organisational and time management skills, people management skills and the ability to manage competing priorities against tight deadlines.
Part of the role will require the provision of high quality guidance and support to Divisions on resolving and responding to PALS concerns and complaints and also drafting responses. They will also be required to support the provision of data to facilitate the performance management of complaints. Previous experience of handling complaints and knowledge of the NHS Complaints Regulations, legislation and guidelines is essential.
The post holder will be required to work across both Chelsea and Westminster Hospital and West Middlesex Hospital sites.
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