Pals & Complaints Officer, London

The first point of contact for patients, their families, carers and members of the public and must demonstrate a high level of interpersonal skills. Possess excellent listening and interpersonal skills including the ability to effectively manage relationships internally and externally, demonstrate empathy, impartiality and tact when dealing with emails or calls from patients or their representatives. Communicate information with tact, diplomacy and understanding. Must have good listening skills and an awareness of the need for discretion and confidentiality. Outstanding organisational and time management skills, and the ability to manage competing priorities against tight deadlines. You will advise staff and the public as appropriate on the resolution and complaints process, signposting to correct staff/organisations, and making judgments to ensure an appropriate outcome. You should have proven ability to communicate effectively at all levels.

Applicants Should Have
Previous experience in a similar role, preferably in the NHS
Current knowledge of issues affecting the provision of healthcare services
Experience of using DATIX system, or similar
Use of Microsoft Office Applications, particularly Word, Power Point and Outlook

Due to the sensitive nature of the role, applicants should have experience of managing sensitive issues within hostile or emotional situations.

Promote the Whittington Health promise of improving patient experience: to work in an open and transparent way, always treating patients, their families and carers with respect and dignity; be committed to helping service users, their families and carers access the services they need; communicate effectively with the public and staff at all levels to resolve issues where possible and formalise into complaints where necessary; provide front line advice and support, meeting people face to face and discussing their concerns to find solutions where possible, including fulfilling reception duties.

Whittington Health serves a richly diverse population and works to ensure that all services are fair and accessible. We value differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. As a public sector organisation we aim to recruit, train, promote and apply employment policies sensitive to these differences to better treat our patients and to be a better place to work.

For further details / informal visits contact: Name: Paul Macpherson   Job title: PALS & Complaints Manager   Email: p.macpherson@nhs.net   Telephone: 0207 288 5025
Seniority level Entry level Employment type Full-time Job function Other Industries Hospitals and Health Care

Referrals increase your chances of interviewing at Whittington Health by 2x

Get notified about new Officer jobs in London, England, United Kingdom .
#J-18808-Ljbffr