Concerns and Complaints Facilitator

The post holder will be responsible for managing and responding to compliments and concerns (also referred to as the Patient Advice and Liaison Service (PALS)) relating to services provided by Lewisham and Greenwich NHS Trust. They will ensure that all cases are handled in a timely, sensitive and empathetic manner, working collaboratively with clinical and non-clinical colleagues across the Trust to facilitate effective resolution.

The post holder will ensure that all concerns and complaints are managed in a manner that reflects the organisation's commitment to the delivery of high-quality care and to continuous learning from patient and carer feedback. They will provide appropriate guidance and support to patients, carers and staff throughout the process, and will ensure full compliance with all relevant regulatory, statutory and organisational requirements.

Concern and Complaint Process: Efficiently complete the administrative and central management processes of concerns and complaints received, to support the timely and effective resolution. Be the first point of call for anyone wishing to raise a concern or make a complaint. Work closely with patients and carers of the service, understanding their concerns, desired outcomes and discussing and agreeing options and timescales for resolution. Provide high quality and high-level support and advice to Trust staff on the handling of concerns. Ensure all concerns and complaints are logged in the Trusts Local Risk Management system, Ulysses, ensuring attention to detail and high standards of documentation.

Communication: Implement clear and concise communication techniques, ensuring a patient-centred approach in all interactions. Facilitate transparent communication between patients, families, and healthcare staff, fostering an environment of trust and openness Ensure that patients, their relatives, and carers have access to information about the concerns and complaints processes.

Patient Advocacy and Support: Advocate on behalf of patients and families within the trust to ensure their concerns are appropriately addressed. Provide emotional support and guidance to patients and families navigating healthcare processes, fostering a compassionate and empathetic environment.

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

Qualifications and Training

Essential: - NVQ level 4/Vocational qualification level 4 or equivalent experience; - GCSE (or equivalent qualification) at grade C or above in English

Desirable: - A-level English; - European Computer Driving License (ECDL) or equivalent; - Training/certifications in customer service/patient advocacy

Experience

Desirable: - Experience of working within a PALS/complaints or customer service role

Knowledge and Skills

Personal Qualities

Essential: - Ability to deal with angry or distressed people; - Ability to work autonomously and in a team