Complaints Coordinator

Looking for flexible work in the NHS?

The Flexi‑Bank is a collaborative staff bank hosted by Royal Surrey NHS Foundation Trust in partnership with Surrey and Borders Partnership NHS Foundation Trust, offering greater choice, flexibility and access to a wider range of opportunities across both organisations.

Why join the Flexi‑Bank?

Work flexibly – choose shifts that suit your lifestyle and availability

Access more opportunities – pick up shifts across mental health, community and acute care settings

Get paid fairly and on time – competitive rates and fast access to earnings through Stream

Stay supported – benefit from training, development and guidance from our dedicated Temporary Staffing Team

Be part of something bigger – join a growing collaborative of NHS Trusts across Surrey

Surrey and Borders Partnership NHS Foundation Trust is looking for someone To support the Complaints & PALS Manager in the effective management of both the complaints and PALS processes within statutory requirements and Trust policy by liaising with complainants and their families, advocates and staff; promoting the Trust’s complaint handling process, ensuring key standards and service delivery are achieved

Working Pattern: Monday to Friday from 9 AM to 5 PM

Location: 18 Mole Business Park, Randalls Road, Leatherhead, Surrey, KT22 7AD

Key Responsibilities

Complaints

• Support the Complaints & PALS Manager to develop, review and implement complaints policy and procedures to ensure compliance with legislation and national policy.
• Adhere to statutory requirements by implementing processes and procedures to progress local resolution of complaints by managers, providing advice within broad guidelines.
• Manage sensitive and confidential information regarding complaints and PALS queries.
• Liaise with staff at all levels in operational services, corporate departments and external agencies as required in a sensitive manner.
• Advise and support Trust staff in the investigation of complaints and offer support and guidance to effect resolution for the complainant.
• Respond to verbal complaints from complainants and seek to achieve an efficient, effective and sensitive resolution by acting as an interface between service users/carers and practitioners ensuring any immediate healthcare needs are referred to the appropriate service.
• Promote the complaints handling service and provide appropriate literature and materials to staff and service users in order that the complaints service is publicised and widely accessible.
• Ensure documentation and evidence to support complaints investigations is retained in an appropriate format.
  
  

Surrey and Borders Partnership NHS Foundation Trust is the leading provider of health and social care services for people of all ages with mental ill-health and learning disabilities in Surrey and North East Hampshire. We provide support to a population of 1.3 million across 140 services.

We actively seek to engage people who use our services and our communities in improving the mental wellbeing of the local population. We work closely with other NHS and voluntary sector organisations who provide services and support people who use services and carers.

This role is working within i-access, a successful, countywide drug and alcohol treatment service for Surrey residents delivering tier 2, 3 and 4 substance misuse interventions across 3 main bases and 25 satellite locations. i-access is run collaboratively by SABP, PH / SCC and Via under a cooperative agreement which is one of partnership and transparency and contributes to Surrey Heartlands wider strategic ambitions.

For further details / informal visits contact: Name: Joanna Brittan Job title: Manager Email address: [email protected]