PALS & Complaints officer

We are seeking a motivated, and forward-thinking person to join The Christie NHS Foundation Trust as our PALS &​ Complaints Officer. The role will support the delivery of high-quality, accessible, responsive and patient-focused service. The role is varied and rewarding involving listening to feedback from patients, families, carers and members of the public and helping to address their concerns with care.

You will play a key role in shaping how the Trust responds to feedback, ensuring communication is clear, empathetic and timely, whilst supporting patients and their families through their queries and concerns. We are looking for someone with excellent organisational and administrative skills, who can communicate effectively, resolve problems and uphold standards.

As part of the Quality &​ Standards directorate, you will help foster a culture of learning and continuous improvement across all aspects of patient care, influencing and enhancing the experience of those who use our services. The Christie NHS Foundation Trust is committed to openness, transparency and candour. We value the experiences of patients, relatives, carers and the public and believe in improving safety and quality through learning.

The main purpose of the role is to support the organisation in the delivery of robust management of concerns and complaints relating to The Christie. The post holder would be expected to facilitate the concerns and complaints process for patients and staff. This will include regular contact with complainants, patients and both internal and external stakeholders.

The post holder will respond to concerns raised within agreed timeframes and in-line with the Trust complaints process and national NHS standards. As part of this process the post holder will also be responsible for input of data onto local and national databases, compilation of reports to show departmental and divisional performance as well as formulating complaints correspondence.

The Christie is one of Europe’s leading cancer centres and an international leader in cancer research. We are a performance-driven, high-achieving organisation, with the patient at the heart of everything we do. Our ambition is to be one of the leading comprehensive cancer centres in the world.

A Foundation Trust since 2007 we are one of Europe’s leading comprehensive cancer centres, treating over 44,000 patients a year and with a turnover in excess of £220m. Based in Manchester we serve a population of 3.2 million across Greater Manchester &​ Cheshire, and as a national specialist around 26% of patients are referred to us from other areas of the country.

Our combination of service, research and education provides opportunities for innovation, and we use a strong business approach to develop our services. Our ambitious strategy includes delivering services closer to patients’ homes for example through our network of Christie radiotherapy centres and developing new treatments for patients in our early phase trials unit which is the largest in the world.

If you think you could be the person we are looking for and wish to arrange an informal discussion, please contact Eugene Collins - Quality Improvement &​ Audit Lead: eugene.collins3@nhs.net

For further details / informal visits contact: Name: Dan Redfern Job title: Head of Quality Governance &​ Risk Email address: Daniel.redfern6@nhs.net