Oxford University Hospitals NHS Foundation Trust

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Complaints and PALS Co-ordinator

Band 6

Main area
Band 6
Fixed Term- Maternity Cover
30 hours per week
Job ref
John Radcliffe & Churchill Hospitals
£30,401 - £37,267 per annum pro rata
28/07/2019 23:59

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.

The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.


Many of our recruitment programmes use Value Based Interviewing to identify those who have the skills we seek, who share our values and who are able to deliver compassionate excellence from the outset. We know that this makes a significant difference to your job satisfaction and above all the outcomes and experience of our patients and their families.

For more information about our Values and Value Based Interviewing please visit www.ouh.nhs.uk/about/vision-and-values


An exciting opportunity has arisen for a Complaints and PALS Co-ordinator to join the existing well-established team at the Oxford University Hospitals NHS Trust to cover a period of maternity leave, ending on 31 July 2020.

We are looking for someone who is personable and self-motivated with the ability to cope under the stresses and pressure that comes from dealing with complaints on a daily basis. The ability to work autonomously and as part of a team is essential.

You must be an excellent communicator, who can remain calm and professional at all times.  A proven track record of high level written and verbal communication skills is essential, as is the ability to prioritise and meet challenging deadlines.

You will be expected to facilitate resolution meetings between complainants and clinicians, ensuring these are conducted in an appropriate, supportive environment.

You will have well developed telephone skills and be able to extract and summarise the essence of a verbal complaint without preconceptions or judgement.

The environment is challenging and demanding, therefore you must be able to prioritise and take responsibility for your workload.  You must be confident at liaising with people at all levels.

Previous experience of working in the NHS Complaints system or similar is welcome, but not essential, although a thorough understanding of the NHS Complaints process is expected.

You will need to demonstrate excellent experience of producing documents using Microsoft computer packages and using internet and email systems.  The ability to write reports based on collected data is welcomed.

Closing Date: 28th of July 2019 

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Applicant requirements

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

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Apply online now

Further details / informal visits contact

For an informal discussion, please contact Katie Harris, Complaints and Patient Services Manager on 01865 223256 email katie.harris@ouh.nhs.uk