Head Of Complaints/Pals
Manchester, United Kingdom
• Managed a team of Complaints/PALS Managers, clerical and secretarial staff ensuring that all levels of staff are aware of their ongoing responsibilities and their educational or developmental needs are clearly identified during their annual appraisals.• Carried a significant personal complaints/PALS caseload and personally lead on some of the most difficult, persistent and unreasonably demanding complaints. Chair local resolution complaint meetings and take detailed notes/minutes. • Regularly used information technology – including email, internet, Excel, Word and the Trust case management system for the creation and storage of letters/reports • Responsible for the implementation of a complaints training agenda both for the departmental staff and across the organisation – delivering training to Clinical Leads, Apprentices and Ward Managers and as part of the Postgraduate Educational Programme for doctors. • Responsible for maintaining department budget, oversee stock management and liaising with the Trust Accountant.Specific achievements whilst in the role:• Formulated detailed and analytical quantitative and qualitative Complaints/PALS quarterly Trust Clinical Governance and Trust Board reports. The revised approach and style of report was well received by the Trust Board, Trust Clinical Governance Committee and the local PCTs.• Designed and implemented an E-learning package for all Trust staff to complete as part of their mandatory complaints training. • Formulated and designed the Complaints and PALS web pages and Trust intranet and re-written and updated the Compliments, Concerns and Complaints leaflet.• Revised and updated Complaints Handling Policy.• Successfully handled disciplinary and bullying and harassment cases with the involvement of Human Resources.
