PALS & Complaints Manager

An exciting opportunity has arisen to join the patient experience team at Moorfields as PALS & Complaints Manager.

In Summary:

1. Provide leadership and line management to PALS and Complaints Officers.
2. Ensure that processes within the team are followed and updates from external agencies (i.e. PHSO) are fully complied with and disseminated throughout the PALS and Complaints Team and wider Trust.
3. Review and manage all new complaints.
4. Ensure that Ulysses is populated on all PALS and Complaints – giving assurance for excellent reporting.
5. Act as liaison officer for the PHSO and work alongside management teams to provide robust and timely responses.
6. Build and maintain good relationships with clinical and non-clinical staff in the organisation in order to have a positive impact on the level of service provided.
7. Use information gained from PALS and complaints to identify trends and areas for development and formulate reports to be presented to relevant committees.
8. Arrange and co-ordinate Independent Review Panels.
9. Attend Local Resolution Meetings.
10. Contribute to and deliver training within the organisation to raise awareness of PALS and complaints and provide training on handling complaints.
11. Keep abreast of changes to national legislation and guidance and assist in amending policies and procedures as necessary.
12. Complete corporate reports, including the KO41a report.

A Full Job Description Is Attached.

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:

1. Salary including High-Cost Area Supplement
2. Opportunity to join the NHS Pension Scheme
3. Free 24/7 independent counselling service
4. Learning and development opportunities
5. Easy and quick transport links
6. A range of attractive benefits and discounts
7. Access to Blue Light Card and other NHS Discount Schemes
8. Free Pilates classes
9. Full support and training to develop your skills
10. Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

For further details / informal visits contact: Name: Robin Tall Job title: Head of Patient Experience and Customer Service Email address:

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