PALS and Complaints Case Officer

If you would like to be part of a hard working and dynamic team to work with then please read on

A rare and exciting opportunity has arisen within the PALS and Complaints Team here at Stepping Hill Hospital. We are seeking to fill the vacancy of a full time PALS and Complaints Case Officer, Band 4, for a six month fixed term post.

Main duties of the job

To work in the PALS and Complaints Teamin ensuring that all enquiries and complaints are thoroughly investigated and responded to within national and locally set timescales. The post holder will also interpret national guidance and be able to accurately inform, support and guide patients/relatives and staff through national and local policies that relate to the handling of complaints and enquiries.

About us

We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.

If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.

We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.

Benefits we offer to you:

• Between 27-33 days of annual leave plus bank holidays
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• Cycle to work scheme
• Salary finance - for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union- for local financial advice

Job responsibilities

• Escalate to relevant divisions and managers on behalf of patients and their representatives when problems and concerns are highlighted.
• Explore patient/staff needs by using sensitive questioning, active listening and counselling skills in order to solve problems, overcoming barriers to understanding in order to achieve positive outcomes, build rapport and provide emotional support throughout.
• Provide advice to patients and/or their representatives on all aspects of the NHS complaints procedures.
• Identify when consent is required in order to investigate and respond thoroughly to a complaint, taking appropriate action to achieve this and seeking advice from the PALS and Complaints Manager when required.
• Ensure that the Trust Risk Management policies and protocols are followed and promoted within the post holders work areas and within divisions when concerns are highlighted

Important Notice on Visa Sponsorship Eligibility

Please note that whilst the trust does offer sponsorship this role is unfortunately not eligible for visa sponsorship under the UK Health and Care Worker visa route. This is due to the position not meeting the minimum salary threshold of £25,000 per annum and/or the required skill level set by UK Visas and Immigration.

We appreciate your interest in this opportunity and encourage applications from candidates who already have the right to work in the UK.

Secondment opportunity will also be considered for internal staff

Before applying for a secondment opportunity please familiarise yourself with the Trust secondment policy (found on the intranet) and ensure that you have discussed and gained approval from your current line manager.

Person Specification Experience of talking to distressed and upset members of the public

• Experience

Experience of resolving disputes at a local level

• Experience

Experience of working with Datix or similar database

• Experience

Experience of working in a team

• Experience

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.