Band 7 Complaints and PALS Manager

The post holder is expected to support the Divisional Triumvirate to manage PALS and complaints for the health unit independently and professionally, ensuring that issues raised by complainants are fully addressed and support staff involved in, or contributing to, the investigation of complaints. The post holder will be required to beable to exercise significant autonomy and discretion in managing complaints within time frames set out in the RFL Complaints Framework.

Draft complaint responses and undertake quality assurance of draft complaint response letters prior to executive sign-off and produce regular reports on the health unit's performance with regards to complaints., 1. MAIN RESPONSIBILITIES1.1 Work as part of a team to provide a complaints case management service to patients, the public and staff.1.2 Deputise for the Health Unit Patient Experience Lead when required.1.3 Responsibility for managing the Complaints and PALs Facilitators and Patient Experience Administrators, ensuring that all PALs contacts are investigated and responded to within the timeframes.1.4 Manage the process to ensure the Divisional Triumvirate is supported to have PALs and complaints fully investigated and responses are appropriate to the needs of the patient and severity of the complaint in line with the new RFL complaints framework, Being Open and Duty of Candour1.5 Support the clinical leadership to the investigations and draft responses for complaints received for the Royal Free Hospital's corporate services.1.6 Prepare professional and clinically accurate responses for the Chief Executive Officer and Director of Nursing's signature.

The Royal Free London NHS Foundation Trust is one of the UK's biggest and most innovative trusts. Across three main hospitals, our dedicated army of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.