Main area Complaints/Patient Advice and Liaison Service (PALS) administrator Grade Band 3 Contract Permanent: None Hours Full time - 37.5 hours per week (Monday - Friday (8am - 4pm)) Job ref 418-PALS3169-EH
Employer Bedfordshire Hospitals NHS Foundation Trust Employer type NHS Site Luton Town Luton Salary £24,071 - £25,674 pa Salary period Yearly Closing 14/02/2025 23:59
PALS and Complaints Administrator
Band 3
Job overview
To work within the Complaints and PALS Team to provide support for the team with administrative duties and dealing with initial enquiries either through the PALS or Complaints Teams. To assist the teams with ensuring information from all service departments, wards and clinics relating to patient and public concerns and queries are triaged, reported on and recorded according in line with Trust policies.
Main duties of the job
Communication
1. To liaise with both internal Trust and external agencies as required.
2. To work as a receptionist for the PALS Team or first point of contact for the Complaints Team to take initial enquiries.
3. To monitor feedback from external and internet sources sharing with the relevant staff and assist with responses.
4. Escalate any complex Complaints/PALS issues to the PALS/Complaints manager.
5. Develop and promote a positive and open culture in relation to patient experience.
Administration
1. General administrative duties as required by the Complaints and PALS Teams.
2. To assist with data collection for relevant reports to Boards detailing Complaints and PALS information, under the guidance of the Senior PALS Officer or Complaints Manager/Lead.
3. To assist with data entry for concerns and complaints raised through complaint or PALS enquiries, using the Trust approved electronic system.
4. To be a super user for the interpreter booking system to request interpreters and provide training for staff to use the booking portal.
5. To be responsible for ordering stationery etc. and maintaining relevant stock levels.
Service Development
1. To support the PALS/Complaints manager coordinating the completion of all patient experience projects as per quality improvement plan.
2. To support Volunteers who will be assisting to gather patient feedback.
Working for our organisation
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology.
Our Values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job.
Detailed job description and main responsibilities
Communication
1. To liaise with both internal Trust and external agencies as required.
2. To work as a receptionist for the PALS Team or first point of contact for the Complaints Team to take initial enquiries.
3. To monitor feedback from external and internet sources sharing with the relevant staff and assist with responses.
4. Escalate any complex Complaints/PALS issues to the PALS/Complaints manager.
5. Develop and promote a positive and open culture in relation to patient experience.
Administration
1. General administrative duties as required by the Complaints and PALS Teams.
2. To assist with data collection for relevant reports to Boards detailing Complaints and PALS information, under the guidance of the Senior PALS Officer or Complaints Manager/Lead.
3. To assist with data entry for concerns and complaints raised through complaint or PALS enquiries, using the Trust approved electronic system.
4. To be a super user for the interpreter booking system to request interpreters and provide training for staff to use the booking portal.
5. To be responsible for ordering stationery etc. and maintaining relevant stock levels.
Service Development
1. To support the PALS/Complaints manager coordinating the completion of all patient experience projects as per quality improvement plan.
2. To support Volunteers who will be assisting to gather patient feedback.
Person specification
Qualifications
* Good general education with qualifications including GCSE English and Maths or equivalent such as NVQ 3.
* Microsoft application including Word, Excel and PowerPoint.
Experience
* Experience of working in an office environment with customer/visitor involvement/service.
* Experience of using Knowledge of Digital database Systems.
* Experience of portal booking systems.
* Experience of data entry.
Knowledge
* Working knowledge of Microsoft Office packages.
* Understanding of the need of confidentiality awareness at all times.
* Understanding of the importance of working with sensitive information and demands from various sources.
* Knowledge of relevant hospital administration systems.
You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. Travel between hospital sites may be required. We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.
All new staff will be subject to a probationary period covering their first six months in post.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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