Senior Complaints & PALS Officer

The Patient Advice and Liaison Service Officer is required to provide easily accessible customer services to the local community working closely with the Complaints &​ PALS Manager and PALS Service Lead.

One of the great things about this role is that you'll be liaising directly with service users and their families; this is a great opportunity if you really enjoy working with people. We are seeking to recruit an enthusiastic and hardworking individual to work within the Complaints &​ Patient Advice and Liaison Service (PALS) team. This role is also suitable for someone who has experience of using secondary mental health services as a patient or a carer.

The successful postholder will be responsible for providing an accessible customer service for patients using the Trust’s services and their carers and families. You will be required to run a series of regular PALS surgeries, speaking directly to patients and their families about their experiences.

The postholder will facilitate a speedy and informal resolution of problems and concerns raised by patients, their families, and carers through liaison with Trust staff and other external agencies. They will be responsible for providing information about local services, including voluntary and statutory agencies.

Part of the role will require the postholder to provide high quality guidance and support to Directorates on resolving and responding to concerns and complaints. They will be required to identify themes and tends arising from concerns and patient feedback to ensure actions are taken. You will be responsible for working with Directorates to ensure that they utilise all feedback received to continuously improve services.

Excellent written and verbal communication skills, attention to detail, and a sensitive and caring manner are key to this role. The successful candidate will be required to understand the need for confidentiality and display a mature and professional attitude. The post-holder will be required to travel to the Trust’s various hospital sites.

Oxford Health NHS Foundation Trust provides physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset.

Our vision is that no matter who you are or where you are, you will tell us that you receive: "Outstanding care delivered by an outstanding team"

Our values are: "Caring, safe and excellent"

At Oxford Health we offer a wide range of benefits designed to support your career and wellbeing. These include:

• Excellent opportunities for career progression
• Access to tailored individual and Trust wide learning and development
• 27 days annual leave, plus bank holidays, rising to 33 days with continuous service
• NHS Discount across a wide range of shops, restaurants and retailers
• Competitive pension scheme
• Lease car scheme
• Cycle to work scheme
• Employee Assistance Programme
• Mental Health First Aiders
• Staff networking and support groups hosted by our Equality, Diversity &​ Inclusion team

For further details / informal visits contact: Name: Laura Lewis-Robinson Job title: PALS Service Lead Email address: laura.lewisrobinson@oxfordhealth.nhs.uk Telephone number: 0800 328 7971

At Oxford Health NHS Foundation Trust we want to employ people not just with experience, but with the aptitude and motivation to succeed and whose values resonate with our own.

Therefore, if you don’t meet all the requirements of the role and are unsure about applying but are excited about the opportunity, please do get in touch. We will be happy to discuss the requirements in more detail ahead of making a written application.

Laura Lewis-Robinson, PALS Lead, 01865 901274