It is our ambition at NNUH to provide an outstanding patient and carer experience and we have been redesigning our PALS & Complaints service to provide a seamless, supported service for people raising concerns and to support an organisational culture of learning and improvement.

The PALS and Complaints service sits within the wider Patient Engagement & Experience Team at NNUHFT – we are a diverse, inclusive and nurturing team who will encourage you to bring your whole self to work with us. We love diversity and we value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world-class healthcare to the diverse communities we serve.

We believe we will only truly improve our services through listening to and working with patients, carers and communities alongside colleagues – as collaborative improvers.

You will be a part of a strong and supportive team of individuals who are passionate about delivering an accessible and responsive service for patients and carers, keeping their voice at the heart of everything we do.

You will play a key role in honest and compassionate responses to concerns and complaints as well as sharing insights to aid continuous learning and improvement and supporting the delivery of safe care along with an excellent experience of care.

Interview date - 4th October 2024

We are looking for someone experienced in delivering a very high standard of customer service; both written and face to face and able to manage difficult situations with sensitivity, empathy and compassion. The PALS and Complaints Facilitator role will have particular responsibility for supporting the department and divisions with more complex concerns and complaints to meet the requirements of NHS Complaints standards as defined through the PHSO Framework.
The role encompasses acting as a deputy to the PALS and Complaints service manager and as such the postholder will need to have the skills, aptitude, and an understanding of how to best support Manager and team alike.
The postholder will be able to demonstrate how they excel at following and working closely to standard operating procedures and timescales as well as excellent IT, typing and administration skills.

Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!

The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.

We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity

We can offer you the full range of NHS benefits/discounts and in addition:

Flexible working hours
Fast Track Staff Physiotherapy Service
Multi Faith prayer room
Discounted gym memberships
Excellent pension scheme and annual leave entitlement
Wagestream - access up to 40% of your pay as you earn it
Free Park & Ride service direct to NNUH site
Free 24-hours confidential counselling support
On-site Nursery
On-site cafes offering staff discounts
Support in career development
Flexible staff bank
Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics

For further details / informal visits contact: Name: Sarah Jane Lynam Job title: PALS and Complaints Dept Manager Email address: Sarah.lynam@nnuh.nhs.uk Telephone number: 01603 289045

Norfolk and Norwich University Hospitals NHS Foundation Trust

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PALS and Complaints Facilitator