Head of Complaints and Patient Advice and Liaison Service (PALS)

Job overview

We are seeking an experienced, compassionate and inclusive leader to join our integrated Patient Experience and Voice leadership team as Head of Complaints and Patient Advice and Liaison Service (PALS). Reporting to the Associate Director of Patient Experience and Voice, you will hold delegated operational accountability for the Trust's Complaints and PALS services and act as the senior specialist adviser on NHS complaints handling.

This is a significant leadership role with the opportunity to ensure that concerns and complaints are managed compassionately, fairly, consistently and in line with statutory, regulatory and Parliamentary and Health Service Ombudsman requirements. You will champion accessible advice, timely resolution and meaningful learning, helping the Trust translate feedback into safer, more effective, inclusive and responsive care.

The successful candidate will bring substantial recent senior management experience leading Complaints and PALS services in an acute NHS provider Trust, alongside expert knowledge of NHS complaints legislation, regulation, national guidance and the PHSO NHS Complaint Standards. You will be an assured communicator with strong analytical, negotiation, mediation and conflict-resolution skills, able to work sensitively with patients, carers, families, staff, senior leaders and external partners.

Job description

- Provide visible operational leadership and accountability for safe, compassionate, accessible and effective Complaints and PALS services, including workforce, performance, resources, information quality, resilience and continuous improvement.

- Act as the Trust's senior specialist adviser on NHS complaints handling and ensure compliance with legislation, national guidance, regulation and the PHSO NHS Complaint Standards.

- Oversee complex, high-risk or unresolved cases involving patient safety, safeguarding, legal proceedings, coroners' inquests, reputational risk or Ombudsman review.

- Ensure investigations and responses are timely, proportionate, evidence-based and person-centred, with appropriate remedies, complete records and demonstrable learning.

- Lead a visible and responsive PALS service, supporting early resolution and the immediate escalation of urgent care, safety, safeguarding or deterioration concerns.

- Use Complaints and PALS intelligence to identify themes, emerging risks, inequalities and opportunities for improvement, providing clear assurance to governance committees and the Board.

- Work closely with the Head of Patient Experience Improvement and partners across Quality Governance, clinical divisions, Legal Services and Patient Safety to turn feedback into measurable change.

Job responsibilities

Please see full job description for the role. If you have any queries please contact Suzie Cro (suzie.cro@nhs.net)

About the organisation

At Gloucestershire Hospitals, people are at the centre of everything we do. We work as one team, value every contribution and share an ambition to grow, develop and learn. Our colleagues support vibrant and diverse communities while also supporting one another to deliver the best care every day for everyone.

With more than 9,000 employees, we are the largest employer in Gloucestershire and one of the ten largest Trusts in the South West. Joining us offers the opportunity to gain valuable experience across our innovative hospitals, alongside flexible working opportunities and a comprehensive employment package.

Benefits include a generous annual leave allowance, access to the NHS Pension Scheme, competitive bank rates, discounts at local shops and restaurants, on-site nursery provision, discounted public transport, reward and recognition programmes, and a range of health and wellbeing initiatives. We are committed to equality, diversity and inclusion and to creating an environment where colleagues feel valued, empowered and able to thrive.

Person specification

Qualifications and Training

Essential

• Master's degree or equivalent level of specialist knowledge and senior experience relevant to NHS complaints, PALS, healthcare governance or senior service leadership
• Evidence of substantial continuing professional development in complaints resolution, investigation, mediation, restorative practice or leadership

Desirable

• Registered clinical or other relevant professional qualification, or equivalent experience working with complex clinical care, patient safety and healthcare governance matters

Knowledge, Skills and Experience

Essential

• Expert knowledge of NHS complaints legislation, regulation, national guidance and the PHSO NHS Complaint Standards, with evidence of assuring timely, person-centred and proportionate complaint handling
• Demonstrable leadership of an accessible and responsive PALS service, including advice, liaison, early resolution, urgent escalation and support for people with diverse communication and access needs
• Experience of leading complex complaints involving patient safety, safeguarding, legal processes, coroners' inquests or Ombudsman review and securing impartial decisions, clear responses, appropriate remedies and completed actions
• Experience of leading a multidisciplinary service, including workforce, delegated resources, performance, information quality, resilience, continuous improvement and the wellbeing of staff exposed to sustained emotional demands
• Experience of using Complaints and PALS intelligence to improve quality, identify emerging risk and reduce inequalities in access, experience and outcomes, with practical knowledge of the Accessible Information Standard, health literacy and restorative practice
• Highly developed analytical, written and verbal communication, negotiation, mediation and conflict-resolution skills, including sensitive work with distressed, dissatisfied or bereaved people and senior external stakeholders
• Experience of standards assurance, Board or regulatory reporting, requiring corrective action, escalating significant risk and building organisational capability within delegated authority
• Substantial recent senior management experience leading both Complaints and PALS services within an acute NHS provider Trust

Desirable

• Experience of Complaints and PALS management databases and reporting systems, including Datix or equivalent

Personal Attributes

Essential

• Visible, compassionate and inclusive leader with integrity, professional credibility, emotional resilience and a strong commitment to equity of access and experience
• Demonstrates empathy, fairness and sound judgement while maintaining confidentiality, professional boundaries and psychological safety for patients, families and staff
• Collaborative and accountable leader who develops people, constructively challenges performance and secures action across organisational boundaries

Supporting documents

• Job Description & Person Specification.pdf (PDF, 224 KB)