The Patient Advocate Liaison Manager will be operationally responsible to coordinate and develop the complaints management process across OLOLH which will effectively measure and monitor the safety and experience of the hospital ensuring that the complaints department is providing a quality service to our patients and their families with emphasis on improving communications and obtaining patient feedback.

The post holder will promote best evidence based risk management practices that foster a fair, open and learning culture. Implement systems and process to ensure that the organisation learns from incidents, and complaints analysis

Support the Executive Management Board, Clinical Directors and Departmental Managers in establishing a proactive risk management and complaints culture, focusing on patient safety within clinical directorates and departments.

To carry out duties in line with department protocols and lead an exemplar Complaints Management Service.

Candidates must at the closing date:

Have satisfactory experience as a Clerical Officer in the HSE, TUSLA, other statutory health agencies, or a body which provides services on behalf of the HSE under Section 38 of the Health Act 2004

And

Have obtained a pass (Grade D) in at least five subjects from the approved list of subjects in the Department of Education Leaving Certificate Examination, including Mathematics and English or Irish1. Candidates should have obtained at least Grade C on higher level papers in three subjects in that examination.

Or

Have completed a relevant examination at a comparable standard in any equivalent examination in another jurisdiction

Or

Hold a comparable and relevant third level qualification of at least level 6 on the National Qualifications Framework maintained by Qualifications and Quality Ireland, (QQI)

And

Candidates must possess the requisite knowledge & ability (including a high standard of suitability & management ability) for the proper discharge of the duties of the office.

Post Specific Requirements:

• 
  Significant experience in healthcare with at least 3 years of this experience having taken place in a hospital setting.

Health

A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.

Character

Each candidate for and any person holding the office must be of good character.

CONFIDENTIALITY

In the course of the employment, you will have access to information regarding the personal

affairs of patient’s service users or staff. Such information is strictly confidential. Unless

acting on the instruction of an authorised officer, on no account must information concerning

patients, staff or health service business be divulged or discussed except in the

performance of normal duty. In addition, records must never be left in such a

manner that unauthorised persons can obtain access to them. Records must be stored in safe custody when no longer in use.

Note¹: Candidates must achieve a pass in Ordinary or Higher-level papers. A pass in a foundation level paper is not acceptable.  Candidates must have achieved these grades on the Leaving Certificate Established programme or the Leaving Certificate Vocational programme.  The Leaving Certification Applied Programme does not fulfil the eligibility criteria.

PALS Job spec Sept 2025