Patient Experience / Pals Assistant

Complaints/Pals Services Contribute to a high-quality integrated PALS and Complaints service for patients, carers and members of the public who want to make a complaint or are seeking information, help, advice and/or the resolution of concerns or enquiries Acting as a point of contact for patients raising queries or concerns on the phone, via email or in person. Providing compassionate support and advice for patients, families and staff members involved in the Complaints/ PALS process. Build and maintain good relationships with clinical and non-clinical staff across the Trust to help resolve patients concerns quickly and efficiently, negotiate solutions on their behalf and ensure they receive practical advice and support in a sensitive, appropriate and effective way. Recognise and escalate concerns or risks appropriate to senior staff and work closely with the Complaints Officer andcollaboratively with all members of the Quality Team and other members of the Trust. This role provides the main interface with complainants, some of whom may be challenging. It is therefore vital the post holder is a good listener and effective team player and will need to be able to communicate information effectively to members of the public, staff and volunteers and provide support to them as required. A professional, caring and respectful manner must be demonstrated at all times.

An exciting opportunity has arisen for a dynamic, motivated and professional individual to join the PALS and Complaints Team at the Royal National Orthopaedic Hospital. The role is offered on a full-time basis, working 37.5hrs per week Monday to Friday. This is an office based role. The post holder will be responsible for independently managing their own caseload, which will include providing advice, information and support to patients, their families/carers and members of the public. If you are able to work well under pressure and enjoy dealing directly with people we would like to hear from you. Previous experience of managing pals/ complaints is essential and ideally you will have experience of working in the NHS and in a customer focused role. Meticulous attention to detail and a high standard of written work is also paramount for this role. It is vital the post holder is a good listener and effective team player. A professional, caring and respectful manner must be demonstrated at all times. In return we can offer you a role where no two days are the same and which enables you to improve the experience of patients, visitors and carers who use our services.

At the Royal National Orthopaedic Hospital (RNOH), we are committed to achieving the best staff experience in the NHS. In the 2023 NHS Staff Survey, we proudly:

• Scored above the national average for the People Promises: "We are recognised and rewarded," "We are always learning," "We work flexibly," "We are a team," and for staff engagement.
• Ranked #1 among all Trusts in North and Central London for all People Promises and themes.
• Ranked #1 among all Acute Specialist Trusts for "We work flexibly."
At RNOH, we're committed to being actively anti-discriminatory and actively inclusive. We recognise our brilliant people do brilliant work, and we offer rewarding careers, no matter what their background. We continue to strive to break down barriers to be the Trust where people come together because what they do matters, makes a difference and where they can thrive. Joining our organisation means enjoying a wide range of staff benefits, including:
• 24/7 access to wellbeing support through our Employee Assistance Programme.
• A Rewards & Recognition platform, offering opportunities to thank colleagues, send gifts, and access exclusive discounts.
• A dedicated Staff Wellbeing Hub, providing a space to relax and recharge away from the work environment.
• Salary sacrifice schemes for transport (season ticket loans, car and bike), electrical goods, and childcare
At RNOH, we are more than a workplace--we are committed to patients, to excellence and the wellbeing of our staff.