Job summary
**This position is open to staff working at the Trust in the 'ECT Family' this includes currentEast Cheshire NHS Trust employees,bank staff, ISS staff and volunteers at the Trust. Unfortunately, we cannot accept applications from applicants not listed within these groups. **
**If you would like to apply for this position please complete the attached Short Application Form and email this to the Recruitment Team at: clearly marking for which vacancy you are applying for in the Subject Header of the email. Please note applications received after the closing date and time will not be accepted.**
A rare opportunity has arisen for a Complaints and PALS Officer at Macclesfield District General Hospital.
The role of the Complaints & PALS officer is to manage a caseload of both Formal complaints and PALS concerns ensuring their complaint is investigated and responded to appropriately and within a set time frame. The role will involve arranging and chairing Local Resolution meetings and visiting wards and departments as part of a PALS Outreach service to speak to a variety of service users about their experience.
You will be able to think on your feet be comfortable dealing with people who may be upset or angry and successfully be able to de-escalate where appropriate. You must be a calm individual who is kind and caring and has a positive attitude to helping people and influencing improvement and good practice within the Trust.
Hours per week:
Main duties of the job
The role is a very important one, assisting patients and their families when they feel something has gone wrong or has caused them dissatisfaction.
You will investigate their complaint or concerns by adopting the NHS England Complaints Procedure and look at how the Trust can use patient feedback to change and improve the service provided.
The successful applicant will have excellent communication skills and possess proficient IT skills including Word, Office, Excel and NHS digital systems such as Datix. You will be required to assist in the production of reports each month for the Complaints and PALS Service. You will have formal letter-writing skills and have an excellent command of punctuation and grammar.
The role involves regular and frequent contact with patients and their families or carers and will involve listening, supporting and advising how you can assist them.
You will speak to Service Users, Trust Staff and the Public on the telephone, via email and face-to-face.
About us
It is all about the people at East Cheshire NHS Trust. We have a real sense of community, and our values are truly embedded into everything we do, ensuring we are a great and inclusive place to work. You will be supported, developed and empowered throughout your career with us. Come and join us, where you can play your part in helping us deliver outstanding care and improving the health of all the people we serve.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment, we do encourage our staff to get vaccinated. We will be checking the vaccination status of all new starters as part of ongoing monitoring.
Please be aware that this post requires an Enhanced with Barred list