Whittington Health
PALS & Complaints Officer
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About the Role
The PALS & complaints team is the central contact point for complaints, concerns, and feedback about services provided by Whittington Health. The team is also responsible for providing information and signposting.
The PALS & Complaints Officer will have an important and challenging role in providing an accessible contact point for patients, their relatives, carers, and members of the public using the services of Whittington Health.
Responsibilities
- Address concerns highlighted by patients or their advocates.
- Progress concerns through the NHS Complaints procedure and in accordance with the Trust’s complaints pathway.
- Respond to requests for and provide appropriate advice for patients and users, including concerns, compliments, and complaints related to services which the Trust provides or signposting to external agencies.
- Assist and respond appropriately to complainants, both on the telephone and those in the PALS office, in a friendly, tactful, compassionate, and discreet manner.
- Advise patients on the various options available for addressing their complaint.
- Encourage resolution at the local level and remedial action resulting from the raising of concerns.
- Facilitate an opportunity for the concerned party to speak to the relevant manager.
- Respond when required with patients/carers in distress or with any unpredictable aggressive behavior displayed by enquirers unhappy about some aspect of their care or service provided by Whittington Health.
- Ensure all correspondence or client contact is acknowledged within three working days and patients or their advocates are kept informed on developments in their case.
- Ensure that queries/complaints are passed to the service/practice promptly on receipt.
- Ensure that statutory and locally agreed procedures for the progression of comments, concerns, compliments, and complaints about NHS treatment are observed.
- Utilize the Datix database to comprehensively document concerns and complaints ensuring this record is kept up to date.
- Assist in the production of reports for the Divisions as and when required.
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Equality and Diversity
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Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organization we have an obligation to have recruitment, training, promotion, and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Contact Information
For further details or informal visits, contact:
- Name: Paul Macpherson
- Job Title: PALS & Complaints Manager
- Email Address: p.macpherson@nhs.net
- Telephone Number: 0207 288 5025
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