Complaints and PALS Co-ordinator

Overview Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals: the John Radcliffe Hospital, Churchill Hospital, Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. The Trust's values, standards and behaviours define the quality of clinical care and professional relationships with patients, colleagues and the wider community. We focus on Delivering Compassionate Excellence, based on the values of compassion, respect, learning, delivery, improvement and excellence.

We use Value Based Interviewing to identify those who have the skills we seek, share our values and can deliver compassionate excellence from the outset. For more information about our values and Value Based Interviewing please visit

Job overview An exciting opportunity has arisen for a Complaints and PALS Co-ordinator to join the existing well-established team at the Oxford University Hospitals NHS Trust. We are looking for someone who is personable and self-motivated with the ability to cope under the stresses and pressure that comes from dealing with complaints daily. The ability to work autonomously and as part of a team is essential. Resilience is key to this role. You must be an excellent communicator, who remains calm and professional at all times. A proven track record of high-level written and verbal communication skills is essential, as is the ability to prioritise and meet challenging deadlines. You will be expected to facilitate resolution meetings between complainants and clinicians, ensuring these are conducted in an appropriate, supportive environment. Well-developed telephone skills and the ability to extract and summarise the essence of a verbal complaint without preconceptions or judgement are required. The role is demanding, therefore you must be able to prioritise and take responsibility for your workload with the confidence to liaise with people at all levels. Previous experience of working in the NHS Complaints system or similar is welcome, but not essential; a thorough understanding of the NHS Complaints process is expected. You will need to demonstrate excellent experience of producing documents using Microsoft packages.

Main duties of the job

• Oversee and manage the Divisional response to queries and complaints
• Prioritise own work for action, delegate where appropriate and supervise responses
• Ensure the efficient handling and resolution of enquiries from patients, families and visitors; maintain excellent customer care and embed the Trust's Values into Action throughout the complaint or PALS pathway
• Supervise and provide reports on division-specific areas of processing, recording and responses to complaints
• Review and edit draft responses for complaints
• Ensure the complaints and PALS database and files are accurate and up to date
• Administer and facilitate patient resolution meetings
• Assist with administration associated with inquiries investigated by the Parliamentary and Health Services Ombudsman
• Oversee the production of complaint and PALS feedback reports and provide qualitative analyses to senior managers

Working for our organisation Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country, providing a wide range of clinical services and being a base for medical education, training and research. The Trust comprises four hospitals: John Radcliffe Hospital, Churchill Hospital, Nuffield Orthopaedic Centre and Horton General Hospital. For more information on OUH please view OUH At a Glance by OUHospitals.

We call this Delivering Compassionate Excellence and focus on our values of compassion, respect, learning, delivery, improvement and excellence.

Detailed job description and main responsibilities 1. Management of Trust Complaints Process

• Oversee and manage the divisional response to queries and complaints from first contact with a complainant to the final response
• Directly oversee complaints coordination for one or more Divisions; prioritise own work, delegate where appropriate and supervise responses
• Support senior managers by providing advice and guidance on the Trust's complaints policy
• Ensure efficient handling and resolution of enquiries from patients, families and visitors; embed the Trust's Values into Action throughout the pathway
• Supervise and provide reports on division-specific processing, recording and responses to complaints, requests for information, and other enquiries
• Maintain up-to-date knowledge about national best practice in NHS complaints and recommend changes to Trust policy as required
• Grade complaints according to the Trust's Complaints Decision making matrix
• Review and edit draft responses for complaints and requests for information
• Ensure the complaints and PALS database and files are accurate and compliant with policy and data protection
• Supervise the process of complaints and PALS handling, working with site-based PALS
• Assist with evidencing and recording of divisional action plans for complaints and PALS themes
• Administer and facilitate patient resolution meetings
• Assist with administration for complaints investigated by the Ombudsman and Care Quality Commission
• Oversee production of complaint and PALS feedback reports for senior managers
• Assist with annual returns to the Department of Health as required via KO41
• Assist in preparing reports for the Trust's Board and committees

2. Staff Supervision

• Supervise the PALS Officers as required, plan workload across Divisions and perform general office duties

3. Financial and Administrative Management

• Assist the Complaints and Patient Services Manager in managing resources within the team's budget
• Back up all computer files and information in line with Data Protection Act and Trust Policy
• Maintain documentation in accordance with the Freedom of Information Act
• Maintain and develop effective systems, policies and procedures for all aspects of the team's work

4. Support and cover for other members of the Patient Services Team

• Demonstrate a helpful and proactive approach to cross-cover and teamwork to provide compassionate, sensitive service across the Patient Services team

This job description is a guide to duties and may be reviewed. It is not definitive or restrictive and does not form part of the contract of employment.

Person specification Qualifications

• Degree or equivalent with considerable experience of NHS complaints, advice or equivalent
• Excellent literacy and numeracy; attention to detail
• Excellent writing ability - clarity, sensitivity and plain English
• IT literate: Word, Excel, Outlook, email, Internet and database management
• Experience of managing and influencing people
• Experience of writing service-level reports containing narrative and data
• Knowledge of electronic complaints management systems (e.g., Ulysses)
• Understanding of Data Protection and Freedom of Information Acts
• RSA II or equivalent
• Good understanding of medical terminology

Job-related Aptitude / Skills

• Ability to assimilate information quickly, assess situations and resolve appropriately; help others develop skills
• Strong written and verbal communication with the public and staff at all levels
• Ability to explain information according to knowledge level of the audience
• Ability to prioritise competing deadlines and demands
• Work well under pressure and meet tight deadlines
• Excellent interpersonal skills reflecting the Trust's values
• Strong administrative, organisational and computing skills
• Ability to make decisions independently and seek guidance when appropriate
• Methodical with attention to detail
• Ability to concentrate despite interruptions
• Understanding of the Trust's Values and ability to demonstrate them in daily work
• Resilient and respectful towards colleagues

Personal Disposition

• Confident, efficient and professional
• Remain calm and professional in response to challenging behaviour
• Non-judgemental, tactful and diplomatic with people at all levels
• Ability to work unsupervised and as part of a team
• Flexible and committed
• Sense of compassion and humour
• Smart, professional appearance

COVID-19: Vaccination is encouraged; it is not a condition of employment. Guidance and information are available via local authorities.

Vacancy Closures: Vacancies may close early if a high volume of applications are received.

Probation Period: This post has a 6-month probationary period. Some exceptions apply.

Referencing: Provide correct work-related email addresses for references. Your first referee should be your current or most recent line manager or clinical lead.

Next Steps: Read the job description and person specification; ensure your supporting statement reflects these criteria. Shortlisted candidates will be contacted usually within 2 weeks.

No unsolicited recruitment agency calls or emails.

Employer certification / accreditation The postholder will have access to vulnerable people and is subject to the Disclosure and Barring Service check requirements.
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