Complaints & PALS Officer

Job Summary

• Manage all formal complaints and concerns received by the Trust in accordance with the NHS Complaint Regulations and the Trust’s Complaints Handling Policy and Procedure.
• Ensure the Trust’s Complaints &​ PALS Services are fully integrated and responsive to the needs of the public accessing services at the Trust, facilitating early resolution of concerns and feedback to the organisation on the complaints handling process.
• Produce activity reports for individual services, committees and the Board Performance report, highlighting where lessons can be learnt and improvements made to service delivery.
• Liaise with Complainants, Directors, Senior Managers, outside agencies such as the Independent Complaints Advocacy Service (ICAS) and the Parliamentary and Health Service Ombudsman’s Office and provide ‘in-house’ training on all aspects of complaint handling.
• Act as line manager for the Complaints and PALS team.

The main duties and responsibilities of the role are to:

• Ensure that the management of complaints and PALS activity is fully compliant with The NHS Complaints Standards 2022 and the Trust’s Complaints Handling policy and procedure
• Contribute to the development of a patient safety culture in which the Trust’s governance and performance management processes are supported by robust complaints and PALS policies and procedures.
• Facilitate improved patient experience by monitoring the actions arising from the investigation of complaints, providing feedback to clinical services and key governance groups.
• Provide advice on all matters relating to complaint &​ PALS activity, exercising responsibility for ensuring that the Trust complies with its statutory and regulatory obligations.
• Act as the day-to-day operational line manager for the Complaints &​ PALS Officers
• Develop and maintain the Datix database ensuring that the Trust retains comprehensive records on complaints and PALS activities.
• Routinely liaise with members of the Executive or Divisional Directors to facilitate the smooth running of the complaints handling process.

There’s never been a more exciting time to join TeamQEH. We’re working on a once in a generation opportunity to build a new state-of-the-art hospital due to open in 2031/32 and we are also carrying out on one of the biggest pieces of digital transformation work we’ve ever undertaken.

Our new electronic patient record (EPR) will replace paper-based patient records from 2026 and will lead to better, safer, joined-up care at The Queen Elizabeth Hospital and beyond.

At The QEH we provide a comprehensive range of specialist, acute, obstetrics and community-based services to around 331,000 people across west and north Norfolk, North Cambs and South Lincs.

We are an ambitious organisation that upholds our values of kindness, wellness and fairness. We strive for continuous quality improvement, recently demonstrated in our 2024 CQC maternity inspection rating our services as ‘Good’, and we are proud to be a place to learn and grow through recognised learning and apprenticeships.

We recognise and reward our 4,000 staff and volunteers, priding ourselves on a community atmosphere and positive team spirit. We have approx. 530 beds across 33 wards and have newly built education and training facilities, a range of modern award-winning centres alongside a talented team of people ready to give you a warm welcome. We love working here and think you will too.

For further details / informal visits contact: Name: Lisa Le Count Job title: PALS &​ Complaints Manager Email address: lisa.lecount@qehkl.nhs.uk Telephone number: 01553 613196