FAQs
What is the role of the PALS and Complaints Facilitator?
The PALS and Complaints Facilitator is responsible for providing high-quality customer service, managing complex concerns and complaints, supporting the department and divisions with complaints, and aiding continuous learning and improvement in the organization.
What qualifications are required for this position?
Candidates should have experience delivering high standards of customer service, both written and face-to-face, along with the ability to manage difficult situations with empathy and compassion.
What is the interview date for this position?
The interview date for the PALS and Complaints Facilitator position is scheduled for 14th November 2024.
Who will the PALS and Complaints Facilitator report to?
The PALS and Complaints Facilitator will act as a deputy to the PALS and Complaints service manager.
Is there an emphasis on team culture in this role?
Yes, the position emphasizes being part of a supportive and passionate team that values diversity, collaboration, and the patient experience.
What types of benefits does NNUH offer to its employees?
NNUH offers a range of benefits including flexible working hours, fast track staff physiotherapy service, discounted gym memberships, an excellent pension scheme, access to Wagestream, and more.
Who should I contact for further information or informal visits regarding this position?
You can contact Sarah Jane Lynam, the PALS and Complaints Dept Manager, at Sarah.lynam@nnuh.nhs.uk or call 01603 289045.
Does the role require strong IT and administrative skills?
Yes, the role requires excellent IT, typing, and administrative skills, as well as the ability to follow standard operating procedures and timescales.
How does NNUH prioritize patient and carer engagement?
NNUH prioritizes patient and carer engagement by actively listening to their concerns and working collaboratively to improve services through the PALS and Complaints service.
Is there a focus on learning and improvement in the role?
Yes, the PALS and Complaints Facilitator plays a key role in sharing insights for continuous learning and improvement and supports the delivery of safe care and an excellent patient experience.