Concerns and Complaints Facilitator
The post holder is accountable to the Associate Director of Quality and Governance but reports to the Concerns and Complaints Officer.
The post holder will respond to compliments and concerns (also known as PALS) relating to services offered by Lewisham and Greenwich NHS Trust. The post holder will ensure that all cases are managed in an empathetic and timely manner through close working with clinical and non-clinical staff across the Trust.
The post holder will ensure that all concerns and complaints are managed in a way that demonstrates the organisation’s commitment to providing high quality care and continuously learning from patient/carer experience. The post holder will provide effective support to patients, carers and staff throughout the process and will also ensure that all regulatory and organisational requirements are met.
The post holder will be responsible for managing and responding to compliments and concerns (also referred to as the Patient Advice and Liaison Service (PALS)) relating to services provided by Lewisham and Greenwich NHS Trust. They will ensure that all cases are handled in a timely, sensitive and empathetic manner, working collaboratively with clinical and non‑clinical colleagues across the Trust to facilitate effective resolution.
The post holder will ensure that all concerns and complaints are managed in a manner that reflects the organisation’s commitment to the delivery of high‑quality care and to continuous learning from patient and carer feedback. They will provide appropriate guidance and support to patients, carers and staff throughout the process, and will ensure full compliance with all relevant regulatory, statutory and organisational requirements.
Our People Are Our Greatest Asset. When We Feel Supported And Happy At Work, This Positivity Reaches Those Very People We Are Here For, The Patients. Engaged Employees Perform At Their Best And Our Equality, Diversity & Inclusion (EDI) Initiatives Contribute To Cultivate a Culture Of Engagement. We Have Four Staff Networks, a Corporate EDI Team And a Suite Of Programmes And Events Which Aim To Insert The 5 Aspirations
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
For further details / informal visits contact: Name: Krishna McCue Job title: Concerns and Complaints Manager Email address: krishna.devi@nhs.net Telephone number: 07467689324
