Complaints and Patient Advice & Liaison Service (PALS) Case Manager

The Complaints and PALS Team at Milton Keynes University Hospital NHS Foundation Trust is seeking to appoint experienced, resilient and compassionate individuals to join us as a Complaints & PALS Case Manager. This is a demanding but rewarding role and would suit someone with existing NHS experience who understands the realities of working with patients and families who may be distressed, aggrieved or angry, and who is confident managing sensitive issues through to resolution. You will be responsible for managing a caseload of formal NHS complaints, acting as the central point of contact for patients, families and clinical teams. The role requires strong judgement, empathy and the ability to remain calm, professional and solution-focused in emotionally challenging situations. You will be joining a supportive and experienced Complaints & PALS Team, playing a vital role in ensuring patients' voices are heard and that learning from complaints contributes to service improvement across the Trust. You will manage complaints from receipt to final response, acting as a case manager, 'Administrative and Clerical staff feel supported with flexible working at MKUH, reporting 6.82 out of 10, and a 76% feel strongly about approaching their managers regarding flexible working.'''NHS Survey, 2024'' Engage directly with patients and families, includingface-to-face meetings Work closely with clinicians and senior clinical staff, supporting them through the complaints process Draft high-quality, clear and professional written complaint responses, often involving complex clinical information Ideally, we are looking for people with experience of handling NHS complaints or patient experience work as we are seeking to fill two key roles within the team. Liaise extensively with clinical teams, services and corporate colleagues Maintain accurate records and effectively multitask across multiple cases and priorities

• have significant NHS experience in complaints, PALS, patient experience, governance or a related role
• Be emotionally resilient, empathetic and able to communicate confidently with people who may be upset or angry
• Have excellent listening skills and the ability to de-escalate difficult situations
• Be confident working with medical terminology and clinical information
• Be an excellent and confident letter writer, able to produce sensitive, robust and high-quality responses
• Be highly organised, able to manage a busy caseload and juggle competing demands
• Be comfortable working closely with clinicians and supporting them through complex complaint matter
  
  Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.
As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities. We are also proud to offer a growing portfolio of specialist services. In January 2025, we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre. We are about to open the Oak Wards - a new ward block featuring two 24-bed wards - and the recently approved Women and Children's Centre, is set to open by 2030. Visit our website to explore the latest news and opportunities at MKUH - News - Milton Keynes University Hospital -

Band 6 £39,959 - £48,117 Per annum, pro rata if part-time 1 Permanent, 1 Fixed Term Maternity cover Hours 37.5 per week, all MKUH roles will be considered for flexible working