About this role
Job summary
Nottingham University Hospital's NHS Trust is committed to providing an integrated Trust-wide 4C's service, incorporating the management of Complaints, Patient Advice and Liaison Service (PALS), concerns, comments and compliments. The service will provide a high quality, responsive support to patients, relatives, carers and staff.
The post-holder will have a key role within the PALS team in delivering a patient-centred service for all aspects of the 4C's. This will incorporate facilitating immediate resolution of concerns, and where appropriate supporting patients and carers through the progression of concerns through the NHS Complaints procedure.
Main duties of the job
Act as an initial point of contact for patients requesting information or raising concerns within the Trust, providing a confidential service for people wishing to discuss their care or treatment.
Respond to concerns raised by patients, carers and families by providing advice, support and direction, facilitating communication and negotiating immediate solutions so issues are resolved quickly and efficiently.
Respond appropriately to people who may be in distress or display antagonistic behaviour
Ensure correspondence and patient contact are acknowledged within national guidance, and patients or advocates are kept informed of developments.
Provide information about Trust services and the NHS complaints procedure; support access to Trust, advocacy, voluntary and interpreting services; refer health-record requests to the Data Management Team; and direct service users to the complaints process in line with national and local policy.
Complete and securely file comprehensive documentation, promptly direct complaints to the appropriate directorate, senior manager, director or respondent, and maintain good working relationships with staff, external organisations, stakeholders, service-user groups and the local community.
Support patient-information, record 4Cs activity on DATIX, prepare reports on trends and lessons learnt, and help evaluate and monitor the service.
About us
Nottingham University Hospitals NHS Trust (NUH) plays a central role in improving health and wellbeing across Nottingham, Nottinghamshire and surrounding communities. Employing more than 20,000 colleagues, it is Nottinghamshire's largest employer and one of the country's largest and busiest NHS trusts, serving over 2.5 million local residents and around four million people across the East Midlands and beyond. Its services span Queen's Medical Centre, Nottingham City Hospital and Ropewalk House, alongside nationally and internationally recognised specialist care, pioneering surgery and major research programmes. NUH hosts the East Midlands Major Trauma Centre and Nottingham Children's Hospital and, with the University of Nottingham, a Biomedical Research Centre studying hearing, digestive and respiratory diseases, musculoskeletal conditions, mental health and imaging. As a teaching trust, NUH educates and trains doctors, nurses and other healthcare professionals through strong partnerships with the universities of Nottingham, Nottingham Trent and Loughborough. The Trust acknowledges significant recent challenges, including recovery from Covid, the independent review of maternity services and the need to improve organisational culture, while emphasising progress and a sustained focus on safer, better services. This includes major redevelopment for QMC and City Hospital, plus the new 70-bed rehabilitation facility at Stanford Hall, reflecting NUH's ambition.
Job description Job responsibilities
The PALS Officer provides a confidential, responsive and patient-centred service for patients, relatives, carers and staff who need information, advice or support, or who wish to raise concerns, comments, compliments or complaints about Trust services. Acting as an initial point of contact, the post holder listens sensitively, manages challenging and distressing situations professionally, clarifies issues and facilitates prompt local resolution wherever possible. They explain the NHS complaints process, keep people informed about progress, and refer matters promptly to appropriate directorates, senior managers, advocacy, interpreting, voluntary, data management or specialist services. The role requires effective working relationships with clinical and non-clinical teams, external organisations, community groups and other stakeholders, while maintaining public and professional confidence. The post holder distributes and monitors stocks of patient information, records all 4Cs activity accurately and securely on DATIX, maintains comprehensive case documentation and supports the preparation of reports on activity, trends and lessons learned. They contribute to service monitoring, evaluation, governance and continuous improvement, using feedback to improve care and patient experience. The officer also follows Trust requirements for confidentiality, information governance, safeguarding, infection control, health and safety, record keeping, wellbeing, equality and all relevant policies, procedures and professional standards.
Person Specification
Commitment to Trust Values and Behaviours Essential
Must be able to demonstrate behaviours consistent with the Trust's "Values and Behaviour framework
Information Resources Essential
Good IT skills including working knowledge of Microsoft Office products Word, Excel, PowerPoint, Outlook, Internet Explorer & Publisher. Able to input information onto databases and subsequently extract and present for reports. Able to take minutes of meetings
Desirable
Experience of using DATIX Risk Management System.
Training & Qualifications Essential
ECDL or equivalent IT qualification/s; GCSE English Language (level 4 and above)
Desirable
Understanding of the NHS complaint process; Typing qualification
Experience Essential
Experience working in a customer service environment.
Desirable
Handling complaints and/or Patient Advice Liaison Services
Communication and relationship skills Essential
Able to provide information to end users, tailoring the provision of information to facilitate understanding. Able to be highly empathetic towards the concern of patients and carers. Able to receive highly sensitive information and action it whilst taking account of confidentiality issues. Able to act as a facilitator in order to achieve a desired outcome.
Analytical and Judgement skills Essential
Able to receive and manage sensitive information and decide the most appropriate course of action.
Planning and organisation skills Essential
Able to support the PALS Service, liaising with the Directorate coordinator and ensuring information is accurately conveyed and recorded. Able to ensure timeframes are met. Able to prioritise tasks.
Physical skills Essential
Able to work for long periods on a computer.
Policy/Service Development Essential
Able to follow policy and procedures in order to deal with issues raised by patients, their carers and relatives.
Human Resources Essential
Able to provide information to staff to support staff to manage concerns and complaint of patients / service users
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.
Employer details Employer name Nottingham University Hospitals NHS Trusts
Address Nottingham University Hospitals NHS Trust
Derby Road
Nottingham
NG7 2UH
United Kingdom
Employer's website https://www.nuh.nhs.uk/ (Opens in a new tab)