About the role
Salary: £55524.00 to £62652.00
The post holder is expected to support the Divisional Triumvirate to manage PALS and complaints for the health unit independently and professionally, ensuring that issues raised by complainants are fully addressed and support staff involved in, or contributing to, the investigation of complaints. The post holder will be required to beable to exercise significant autonomy and discretion in managing complaints within time frames set out in the RFL Complaints Framework.
- MAIN RESPONSIBILITIES1.1 Work as part of a team to provide a complaints case management service to patients, the public and staff.1.2 Deputise for the Health Unit Patient Experience Lead when required.1.3 Responsibility for managing the Complaints and PALs Facilitators and Patient Experience Administrators, ensuring that all PALs contacts are investigated and responded to within the timeframes.1.4 Manage the process to ensure the Divisional Triumvirate is supported to have PALs and complaints fully investigated and responses are appropriate to the needs of the patient and severity of the complaint in line with the new RFL complaints framework, Being Open and Duty of Candour1.5 Support the clinical leadership to the investigations and draft responses for complaints received for the Royal Free Hospital's corporate services.1.6 Prepare professional and clinically accurate responses for the Chief Executive Officer and Director of Nursing's signature.
Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust.