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.

RNOH Royal National Orthopaedic Hospital NHS Trust (RNOH) is the largest orthopaedic hospital in the UK and a global leader in our field. We provide a dynamic working environment where we support frontline staff to implement improvements so that we can realise our vision of being a world leading neuro-musculoskeletal hospital providing the best patient care and staff experience in the NHS, delivering world leading research, and offering a strong foundation of education, training and career progression. Our dedicated staff come from diverse backgrounds, and our patients benefit from the wide range of experience they bring to the trust. RNOH brings unrivalled expertise together in one place allowing us to deliver some of the world's most complex and innovative care to our patients. RNOH is rated good by the CQC and covers two sites, one in central London and one in Stanmore - which has recently opened The Stanmore Building, a new, state-of-the-art inpatient