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- Tasks: Lead the Complaints and PALS team to ensure high-quality support for patients and resolve concerns efficiently.
- Company: Join the Royal Free London NHS Foundation Trust, a key player in integrated healthcare.
- Benefits: Enjoy a full-time role with opportunities for professional development and impactful work.
- Why this job: Make a difference in patient care while working in a supportive and dynamic environment.
- Qualifications: Experience in management and a passion for patient advocacy are essential.
- Other info: Contact Trudy De Cordova for informal visits or more details.
The predicted salary is between 36000 - 60000 £ per year.
To provide operational line management, support and leadership of the Complaints and Patient Advice Liaison Service (PALS) team.
To coordinate the activity of the Complaints and Patient Advice Liaison Service (PALS) team delivering service and outcomes as specified in the complaints policy and procedures in accordance with national legislative requirements.
Supervise the Complaints & PALS staff responsible for responding to (formal and informal) complaints and concerns raised by patients, relatives, service users and staff, ensuring that relevant processes and guidelines are followed, and that appropriate standards of accuracy and brevity are maintained.
Lead the team in providing a visible and effective PALS service by ensuring patients, service users, carers and the public have access to and receive timely and high quality support, information and advice from the team.
Working closely with staff and managers to resolve complaints, comments and concerns in a timely and efficient way in order to achieve the best possible outcome for complainants and the clinical services concerned.
North Mid is part of North Central London integrated care system – consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS’s, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.
We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George’s University Grenada, and for nursing and midwifery students from Middlesex and City Universities.
For further details / informal visits contact: Name: Trudy De Cordova Job title: Head of Patient Experience Email address: trudydecordova@nhs.net Telephone number: 02088873716
Seniority level: Mid-Senior level Employment type: Full-time Job function: Management and Manufacturing Industries Hospitals and Health Care.
Band 7 Complaints & PALS Manager employer: Royal Free London NHS Foundation Trust
Contact Detail:
Royal Free London NHS Foundation Trust Recruiting Team
trudydecordova@nhs.net
StudySmarter Expert Advice 🤫
We think this is how you could land Band 7 Complaints & PALS Manager
✨Tip Number 1
Familiarise yourself with the NHS complaints policy and procedures. Understanding these guidelines will not only help you in the role but also demonstrate your commitment to upholding standards during your interview.
✨Tip Number 2
Network with current or former employees of the Royal Free London NHS Foundation Trust. They can provide valuable insights into the organisational culture and expectations, which can be beneficial during your discussions.
✨Tip Number 3
Prepare examples of how you've successfully managed complaints or resolved conflicts in previous roles. Being able to share specific instances will showcase your experience and problem-solving skills effectively.
✨Tip Number 4
Research the integrated care system in North Central London. Understanding how the NHS collaborates with local authorities can give you an edge in demonstrating your awareness of the broader healthcare landscape during your interview.
We think you need these skills to ace Band 7 Complaints & PALS Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the Band 7 Complaints & PALS Manager role. Familiarise yourself with the key duties such as operational management, leadership, and coordination of the Complaints and PALS team.
Tailor Your CV: Customise your CV to highlight relevant experience in complaints management, patient advocacy, and team leadership. Use specific examples that demonstrate your ability to handle complaints effectively and improve patient experiences.
Craft a Strong Cover Letter: Write a compelling cover letter that outlines your passion for patient care and your understanding of the NHS framework. Mention how your skills align with the requirements of the role and provide examples of past achievements in similar positions.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that your documents are clear and concise. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Royal Free London NHS Foundation Trust
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints & PALS Manager. Familiarise yourself with the complaints policy and procedures, as well as national legislative requirements. This will help you demonstrate your knowledge and show that you're prepared for the role.
✨Showcase Leadership Skills
As this role involves managing a team, be ready to discuss your leadership style and experiences. Prepare examples of how you've successfully led teams in the past, particularly in resolving complaints or improving service delivery.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to demonstrate how you would handle specific complaints or situations. Think about past experiences where you've resolved issues effectively and be ready to share those stories.
✨Emphasise Communication Skills
Effective communication is key in this role. Be prepared to discuss how you ensure clear communication with patients, staff, and other stakeholders. Highlight any experience you have in providing support and advice to diverse groups.
