Complaints and PALS Manager

T his is an exciting opportunity to join Surrey and Sussex Healthcare NHS Trust as our Complaints and PALS Manager. The successful post holder will lead and manage an efficient, professional and comprehensive Complaints and Patient Advice and Liaison Service (PALS) for the Trust. You will play a major role in improvement in the quality of complaint responses and managing a portfolio of PHSO and complex/reopened complaint cases.

You will work with the team setting standards and continuously drive improvements for patients and complainants across the Trust.

Working independently, the successful candidate will also use their experience to lead and directly manage the PALS Team, while setting the long-term strategic vision and direction for the Complaints and PALS services in accordance with the NHS Complaints Standards Framework.

We provide emergency and non-emergency services to the residents of East Surrey, North-East West Sussex, and South Croydon, including the major towns of Crawley, Horsham, Reigate and Redhill; a community of over 535,000 people. We provide acute and complex services and a range of outpatient, diagnostic services whilst Crawley Hospital and Horsham in West Sussex and Caterham Dene Hospital and Oxted Health Centre in Surrey provide less complex planned services. In 2019 the Care Quality Commission (CQC) rated our services as ‘Outstanding’ and we are one of the best performing Trusts in England:

• Winners of Health Service Journal Acute Trust of the year award 2021.


• National Patient Safety Awards winner and strive to be a beacon for safety in all that we do.


• We are rated the sixth highest trust in the South East and in the top 25% nationally for staff recommending the Trust as a place to work or receive treatment.


Once you understand the requirements outlined in the advert, please ensure your application clearly reflects where you match them including any examples you would like to highlight.