Overview
As Head of Complaints and PALS, you will lead the Trust's complaints and PALS services, ensuring compassionate, timely and learning-driven handling in line with NHS standards. You’ll report to the Associate Director of Patient Experience and Voice and act as the senior adviser on NHS complaints handling. Your leadership will drive accessible advice, early resolution and measurable improvements in patient care. This role offers strategic influence, cross-functional collaboration and the opportunity to shape safer, more inclusive care across the organisation.
Pay / Benefits
- NHS Pension Scheme
- generous annual leave
- flexible working
- discounts at local shops and restaurants
- on-site nursery provision
- health and wellbeing initiatives
Responsibilities
- Provide visible leadership for safe, compassionate, accessible Complaints and PALS services, including workforce, performance and information quality
- Act as the senior specialist adviser on NHS complaints handling and ensure compliance with legislation, guidance and PHSO standards
- Oversee complex or high-risk cases involving patient safety, safeguarding, legal proceedings or Ombudsman review
- Ensure investigations and responses are timely, evidence-based and person-centred with clear remedies and learning
- Lead a responsive PALS service with early resolution and escalation of urgent concerns
- Utilise intelligence from Complaints and PALS to identify trends, risks and opportunities for improvement
- Collaborate with Quality Governance, clinical divisions, Legal Services and Patient Safety to translate feedback into measurable change
Key requirements
- Master's degree in Healthcare Governance or related field (essential)
- Expert knowledge of NHS complaints legislation, regulation and PHSO NHS Complaint Standards
- Senior management experience leading Complaints and PALS in an acute NHS Trust
- Demonstrated leadership of a multidisciplinary service and staff wellbeing
- Strong analytical, negotiation, mediation and conflict-resolution skills
- Experience with governance reporting, risk escalation and standards assurance
- Desirable: experience with Datix or equivalent databases
- Compassionate and inclusive leadership
- Empathy and emotional resilience
- Collaborative and credible stakeholder engagement
- Expert knowledge of NHS complaints legislation and PHSO standards
- Ability to lead complex investigations involving safeguarding, legal processes and Ombudsman reviews
- Use of complaints and PALS data to drive quality improvement
Head of Complaints and Patient Advice and Liaison Service (PALS) employer: National Health Service
Betsi Cadwaladr University Health Board is an exceptional employer, offering a supportive and collaborative work environment for healthcare professionals in North Wales. With a commitment to employee development and a focus on compassionate care, staff have access to continuous professional development opportunities and the chance to make a meaningful impact in both acute and community paediatrics. The Health Board's integrated approach ensures that employees are part of a dynamic team dedicated to improving health outcomes for the local population.
