About this role
Job summary
The Patient Advice and Liaison Service (PALS) provide a central and visible point of contact for any service user requiring information or advice about the Trust's services or on health related matters. Importantly, PALS provide confidential support and advice to service users who have concerns about the Trust's services or the care and treatment being provided.
Where PALS are unable to quickly resolve a concern, they support the service user to access the Trust's formal complaint process and other relevant support services.
From their unique perspective, PALS play a key role in sharing patient insight to aid continuous improvement, supporting the delivery of safes care along with an excellent experience.
Please be advised that sponsorship is not eligible for this post.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
Secondment will be considered for internal candidates - If you are successful after interview, you must obtain approval from your current line manager to accept the offer.
Main duties of the job
To work within our integrated Quality Department to assist patients, carers and visitors to resolve concerns and enquiries they may have with any aspect of the Trust's services; supporting them and showing them empathy in resolving their concerns. The post holder will:
Work as part of a team, handling concerns and informal complaints within specified time limits. Liaise with enquirers, identifying the key points, agreeing an action plan and timescales and supporting the contact throughout the process. PALS officers are an integral part of the Real time feedback work which includes speaking to patients and their families on the wards. Log contacts in a timely and accurately way on DATIX. Update and analyse DATIX to identify trends and problems to be resolved. Assist in the processes that ensure the department and the Trust achieve statutory standards such as Care Quality Commission requirements
About us
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Job description Job responsibilities
To provide a highly visible point of contact for patients or a representative raising an enquiry or complaint. To function as a key point of contact for patients or their representatives through consulting with them to understand and to take details of their enquiry or complaint, whether that be in person, over the telephone or by written correspondence. To produce high quality confirmation acknowledgments confirming the complaint details and the patients or their representatives desired outcome. To provide comprehensive support to those accessing and using the service through explaining and agreeing with them how their enquiry or complaint will be investigated. To maintain an exceptional understanding of data protection regulations and the PALS Policy to ensure that patient information in only shared when it is appropriate to do so. To ensure all contacts are kept fully updated throughout their case. To refer clients to advocacy services and other health and social care services when appropriate. To plan and facilitate complaint meetings and other methods of resolving patient, family, and carers concerns. Communicate complex and sensitive information to patients, relatives and carers in a compassionate manner and advise them of their options if they are dissatisfied with the outcome of their enquiry or complaint. Maintain an excellent awareness of the Trusts Patient Safety Process and to recognise and flag when any issues raised within a complaint may constitute a patient safety incident. Work in close collaboration with staff across the Patient Relations Team and wider Trust to ensure we deliver a patient centred approach to the handling of enquiries and concerns. Maintain accurate and up to date electronic case records on the Trusts incident management system and on other programmes, such as Microsoft Excel. Maintain a good working knowledge of accessibility standards to identify any requirements of service users and to make reasonable adjustments wherever required to provide an accessible service. Participate in appraisals and personal reviews and work to achieve agreed set objectives. Participate in appropriate training and development activities. When required cover the work of colleagues during periods of absence or peak workloads. Undertake any other duties as required by the Patient Experience management/coordinators in accordance with the grade and nature of the post.
For further details of the role please see the attached job description.
Person Specification
Qualifications Essential
oRecognised qualifications in literacy and numeracy (minimum GCSE English and Mathematics or equivalent)
Desirable
oIT Qualification/ experience oCustomer care training oCommunication oSkills training oConflict Resolution training
Experience Essential
oPrevious experience of working within a 'customer facing' environment. oPrevious experience of working in a Patient Experience role oWorking experience of MS Office applications including MS Word, Excel, Access, PowerPoint, Outlook.
Desirable
oPrevious experience of handling complaints or concerns oExperience of working in an NHS Organisation oExperience of facilitating meetings oUse of NHS systems
Knowledge Essential
oExperience of a wide range of administration procedures. oUsing databases/systems to input & extract key data. oGood working knowledge of Microsoft Office computer packages. For example, Word, PowerPoint, Excel, and Access. oExperience of working within a customer care environment in an advisory capacity. oExperience of providing information in a clear and concise manner. oExperience of dealing with conflict.
Desirable
oExperience of working within the NHS or Healthcare Setting oKnowledge of GDPR, clinical governance, acquired through training and experience. oAware of role of Patient Advice and Liaison Service (PALS) oExperience in a similar role or equivalent knowledge. oExperience of Datix system
Skills Essential
oExcellent written and verbal communication skills. oExcellent numeracy skills oExcellent people skills - both face to face and on the telephone oAble to apply tact and sensitivity to establish trust and confidence oAble to analyse problems and initiate effective solutions. oGood decision-making skills and the ability to resolve complex work-related issues quickly and effectively. oWell organised with the ability to autonomously prioritise work and meet tight deadlines. oAble to use judgment and initiative to provide information and support. oAbility to work in a confidential and sensitive manner. oAbility to work effectively both as an individual and as part of team
Desirable
oThe ability to strictly adhere to the Trust policy on confidentiality and equal opportunities. oFlexible to suit the needs of the service.
Commitment to Trust Values and Behaviours Essential
oEvidence of demonstrating the Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect) and the associated Values in Action behaviours in the workplace. oFor posts with managerial responsibility only Evidence of promoting equality, diversity and inclusion, and ensuring fair and equitable practices throughout your work experience. Evidence of promoting a culture which helps individuals live behaviours aligned to our Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect)
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 University Hospitals Coventry and Warwickshire NHS Trust
Address University Hospitals Coventry and Warwickshire
Clifford Bridge Road
Coventry
CV2 2DX
United Kingdom
Employer's website https://www.jobsatuhcw.co.uk (Opens in a new tab)