Head of Complaints and Patient Advice and Liaison Service (PALS)

We are seeking an experienced, compassionate and inclusive leader to join our integrated Patient Experience and Voice leadership team as Head of Complaints and Patient Advice and Liaison Service (PALS). Reporting to the Associate Director of Patient Experience and Voice, you will hold delegated operational accountability for the Trust’s Complaints and PALS services and act as the senior specialist adviser on NHS complaints handling.

This is a significant leadership role with the opportunity to ensure that concerns and complaints are managed compassionately, fairly, consistently and in line with statutory, regulatory and Parliamentary and Health Service Ombudsman requirements. You will champion accessible advice, timely resolution and meaningful learning, helping the Trust translate feedback into safer, more effective, inclusive and responsive care.

The successful candidate will bring substantial recent senior management experience leading Complaints and PALS services in an acute NHS provider Trust, alongside expert knowledge of NHS complaints legislation, regulation, national guidance and the PHSO NHS Complaint Standards. You will be an assured communicator with strong analytical, negotiation, mediation and conflict-resolution skills, able to work sensitively with patients, carers, families, staff, senior leaders and external partners.

Working for our organisation

At Gloucestershire Hospitals, people are at the centre of everything we do. We work as one team, value every contribution and share an ambition to grow, develop and learn. Our colleagues support vibrant and diverse communities while also supporting one another to deliver the best care every day for everyone.

With more than 9,000 employees, we are the largest employer in Gloucestershire and one of the ten largest Trusts in the South West. Joining us offers the opportunity to gain valuable experience across our innovative hospitals, alongside flexible working opportunities and a comprehensive employment package.

Benefits include a generous annual leave allowance, access to the NHS Pension Scheme, competitive bank rates, discounts at local shops and restaurants, on-site nursery provision, discounted public transport, reward and recognition programmes, and a range of health and wellbeing initiatives. We are committed to equality, diversity and inclusion and to creating an environment where colleagues feel valued, empowered and able to thrive.

Please see full job description for the role. If you have any queries please contact Suzie Cro ([email protected])

We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.

You will only be contacted by the Recruitment Team via email if you are shortlisted for this post. Please ensure therefore that you check your e-mail account regularly.

If you require sponsorship for a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system

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