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» Job Vacancy

PALS / Friends and Family Officer


Hours:
Category: Public Sector,
Location: East Midlands, East Midlands, United Kingdom

May 01st
days old


views


applied




Description
I am recruiting for an interim PALS / Friends and Family Officer for an exciting opportunity which is outside IR35.

Reporting to the Head of Complaints, you shall work closely with the Division to provide a seamless complaints service to patients and visitors across the Trust.

Key responsibilities:

- Demonstrate exceptional and sensitive customer service skills, as well as excellent administrative and communication skills (verbal & written) and be able to prioritise effectively;
- Act as a daily point of contact for patients and families who wish to engage with the complaints/concerns service;
- Deal with complaints/concerns of a sensitive, complex nature, some of which may be delicate;
- Provide responses to complaints and queries in a format that is accessible to alleviate barriers to understanding;
- Ensure complainants/enquirers are regularly and proactively kept up to date on the progress of their complaint/concern. To work collaboratively with counterpart complaints, staff in other NHS and Social Care Services when dealing with multi-stranded complaints;
- Enable the service to address and resolve any complaint or concern on an informal and speedy basis directly with the patient and or relative in the first instance;
- Organise the information they need in order to draft a complaints response letter for the Chief Executive;
- Provide information and advice to patients, carers and relatives on how to access the complaints/concern process.

The successful candidate:

- Experience in complaints management systems, such as Datix;
- Knowledge of complaints procedures, legislation and clinical governance;
- Experience of working in a complaints environment;
- Experience of dealing with conflict and facilitating pragmatic and speedy solutions;
- Able to communicate during highly emotional, stressful and sensitive complaints to a wide range of staff, and external stakeholders and patients and their families;
- Excellent use of Microsoft Office;

For further information, please contact Louise Griffiths on (Apply online only) or (url removed)
Company
Company: CV Library Ltd

Further Information
Reference: 207803692/emj91757
Posted: 01 May 2018, 15:22
Visa Required: Applicants must be eligible to work in the specified location








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