About this role
Job summary
The post holder will contribute to the operational management of Patient Advice and Liaison (PALS) enquiries and concerns received from patients and service users, in person, via telephone and via email. They will support facilitation of early resolution to queries and concerns and minimise the risk of enquiries escalating via the formal complaint route. The PALS Officer will act as the link between the patient/service user and staff members to enable resolution to be reached. The post is based within the Complaint and PALS team, which sits within the wider Patient Experience Team.
The post holder, along with team members, will be responsible for the day to day operational delivery of the service.
Main duties of the job
To support the provision of a personal, visible and accessible Patient Liaison and Advice Service
To receive concerns, compliments and feedback from patients, carers and visitors
To accurately record all contacts, interventions and outcomes on to the Trust's risk management system (QSAFE)
To communicate with patients, carers and visitors either face to face, via email or by telephone to discuss their concerns and identify the best means of resolution
To offer practical advice and support to patients, carers and visitors
To be responsible for escalating a concern where patient safety is at risk
To provide non-clinical advice to patients, carers and visitors
To actively promote the Patient Advice and Liaison Service through the distribution of literature and ensuring that literature is kept up to date
To contribute to ensuring that Trust website information about the service is up to date, and to add and amend information as necessary
To contribute to the monitoring and analysis of themes and trends of enquiries and concerns.
About us
We want to attract the best and brightest people to work with us and that means we will look after you from the moment you apply for a role at the Trust and throughout your career with us. Our staff are central to everything we do, and we believe that investing in you is crucial if we want to enable you to reach your full potential.
Job description Job responsibilities
Band 3 PALS Officer required 37.5 hours per week
An exciting opportunity has arisen within our Patient Advice and Liaison Services (PALS) Team.
Using empathy and compassion and, in accordance with data protection and confidentiality regulations, you will provide a frontline problem-solving and signposting service for patients, carers and visitors to the Trust, sometimes facing challenging discussions. You will be able listen to concerns raised and act quickly, liaising with Trust staff to find local resolution where possible, thus avoiding escalation to a formal complaint.
Excellent communication and customer service skills are required.
For more information, please contact Freya Meikle, Complaints and PALS Manager [email protected]
Person Specification
Qualifications Essential
o5 GCSEs or equivalent, including English to a high standard oGood general education
Desirable
oCommunications skills training oConflict Resolution training oWorking in a healthcare environment
Knowledge Essential
oManaging difficult situations oWorking with members of the general public
Desirable
oWorking in a healthcare environment
Skills Essential
oExcellent communication skills, including telephone communication oIT skills, including working with databases oAbility to respond to senior clinicians to reach a satisfactory resolution oAbility to work under pressure and to strict timescales
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 James Paget University Hospitals NHS Foundation Trust
Address James Paget Hopsital
Lowestoft Road
Great Yarmouth
NR316LA
United Kingdom
Employer's website https://www.jpaget.nhs.uk/work-for-us/ (Opens in a new tab)