About this role
Job summary
An exciting opportunity has arisen to lead the Patient Advice and Liaison Service (PALS) at UCLH. Working within the Chief Nurse Division, the post holder will ensure we provide high-quality, effective, and efficient PALS service. The post holder will be responsible for the development, implementation, and continuous improvement of PALS systems and processes, ensuring a responsive, accessible, and patient-centred service for patients, families, carers, and members of the public across all Trust sites.
Main duties of the job
The post holder will line manager the PALS team and provide specialist advice, guidance, and support to staff and divisional management teams on all matters relating to PALS and will hold operational responsibility for the day-to-day management of PALS.
The post holder will ensure that the service is responsive to the needs and concerns of patients, families, carers, and the public, supporting the early resolution of concerns and facilitating improvements in patient experience and service delivery and ensuring the patient voice is used to inform quality improvement initiatives.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:o University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)o National Hospital for Neurology and Neurosurgeryo Royal National ENT and Eastman Dental Hospitalso University College Hospital Grafton Way Buildingo Royal London Hospital for Integrated Medicineo University College Hospital Macmillan Cancer Centreo The Hospital for Tropical Diseaseso University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.
Job description Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.Come and be a part of the best NHS trust in England to work for, according to our staff** UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the third year in a row.UCLH recognises the benefits of flexible working for staff To find out more, visit: Flexible working. To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Person Specification
Knowledge and Qualifications Essential
Educated to degree level or relevant experience in the field of quality and patient experience/ customer service Evidence of continuing professional development Management / Leadership qualification Project management qualification or relevant experience Knowledge and understanding of statutory and regulatory, guidance and best practice frameworks requirements for quality & patient experience. Knowledge of risk management
Experience Essential
Line management experience Previous experience of managing a PALS or other customer facing service Experience of delivering improvement programmes. Knowledge and awareness of the NHS Complaints Regulations (2009) and related guidance.
Desirable
Previous experience within the NHS
Skills and Abilities Essential
Strong interpersonal skills demonstrating the ability to communicate in difficult and emotional situations with empathy and professionalism with all stakeholders. Ability to work as part of a team and organise fluctuating workload around competing priorities. Competent in the use of IT software systems and handling sensitive personal identifiable data. Ability to analyse data and write committee level reports. Highly organised and able to manage own workload and that of others Ability to adapt as business priorities change Ability to meet deadlines and complete tasks within agreed time scales. Problem solving, showing innovation and creativity
Communication Essential
Excellent interpersonal, verbal and written communication and listening skills. Ability to write reports for senior managers and trust wide groups. Demonstrate ability to lead, motivate and influence individuals both within and external to the organisation.
Personal and People Development Essential
Team orientated and able to work autonomously. Principles of effective people management.
Responsibilities towards promoting Equality Diversity and Inclusion Essential
Understanding of the Equality, Diversity, and Inclusion and/or Knowledge of the NHS obligations under the Equality Act 2010 and the Public Sector Equality Duties
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name University College London Hospitals NHS Foundation Trust
Address University College London Hospitals
250 Euston Road
London
NW1 2PG
United Kingdom
Employer's website https://www.uclh.nhs.uk (Opens in a new tab)