As University Hospitals Dorset we are a three site acute trust with ‘university hospital’ status through our partnership with Bournemouth University, working with an annual budget of £730m.
We offer highly regarded health services, employing some 10,000 staff. Our ambitious £250m estates programme is well on the way to delivering state-of-the-art facilities over the next two years to meet the current and future healthcare needs of the populations we serve.
In an Area of Outstanding Natural Beauty with over seven miles of sandy beaches you’ll find inspirational opportunities to achieve your perfect work/life balance. With the New Forest and the Purbecks on our doorstep, we’re also less than three hours from London by road or train. The thriving towns of Poole, Bournemouth and Christchurch give way to idyllic villages and unspoilt landscapes just minutes from our hospitals.
We believe that having a diverse workforce, and allowing people to be themselves, is essential in ensuring we offer an inclusive, welcoming and productive place to work.
We especially welcome applications from minority groups in the community who may be underrepresented in our workforce.
At UHD our active staff network groups are the Women's Network, Black Asian Minority Ethnic Group (BAME), Pride Network, European (EU), Pro Ability Staff Network, and the Armed Forces Support Group.
As a Trust we are proudly signed up to the Disability Confident and Armed Forces Covenant guaranteed interview schemes.
Job overview
We are seeking to recruit a PALS & Complaint Caseworker who has the right set of values to join our team.
If you have sensitivity and empathy, can demonstrate excellent interpersonal skills and are a critical thinker with an aptitude for problem solving, this role would be ideal for you.
The post holder is an integral member of the Patient Experience Team, aiming to resolve queries, concerns and complaints quickly, effectively and in accordance with the NHS complaints regulations. This includes identifying opportunities where complaints can be resolved quickly and to the satisfaction of the complainant, as well as using appropriate methodology to carry out thorough investigations and write detailed response letters.
You will carry a caseload of concerns and complaints, from the first point of contact with the complainant. The role involves building strong relationships with the people who use our service as well as liaising with and supporting managers and staff to address questions and concerns. We are continually learning and improving, striving to create a complaint handling service that reflects national best practice and to use every complaint as an opportunity to better understand and improve the quality of our services.
If you would like to know more, we look forward to hearing from you.
Base Location: Poole and Royal Bournemouth Hospitals
Interview Date: 31st March 2025
Main duties of the job
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.
Working for our organisation
Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued team mates and colleagues.
UHD are investing in services across the Trust, with many being transformed and developed following merger and the New Hospital Programme.
In some cases this means that a services may move site this year or next, either temporarily or long term. Recruiting Managers interviewing for this role will be happy to answer any specific questions that you have at interview.
Detailed job description and main responsibilities
To understand the role in more detail please read the full job description and person specification documents which are attached to this advert.
Person specification
Qualifications
* NVQ Level 4 in related subject or equivalent level of experience and knowledge
* Degree in a related subject or studying for
* Customer care training
* Complaint investigation training
Experience
* Working in a frontline health or social care service and/or customer care service
* Experience of communicating with the public in a way that is courteous and shows compassion
* Experience working in NHS hospital environment
* Evidence of working in a customer service role
* Excellent interpersonal skills, competent to deal calmly and professionally with patients, relatives and work colleagues in a confidential and sensitive manner.
* Excellent organisational and time management skills, taking responsibility to meet deadlines.
* Excellent attention to detail
* Ability to respond positively to change
* Ability to manage distressing communications
Please note:
Staff recruited are expected to be available to work flexibly across all our Trust locations to meet service demands.
This advert may be closed early if sufficient applications are received.
COVID-19 vaccination remains the best way to protect yourself and our patients from the virus when working in our healthcare settings. Whilst this vaccination is not a condition of employment we do encourage our staff to get vaccinated.
Internal Candidates: staff employed prior to merger who voluntarily change jobs will be appointed to UHD terms and conditions.
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.
#J-18808-Ljbffr