About this role
Job summary
PLEASE NOTE
Sponsorship is not normally available for this vacancy - applicants must have the right-to-work in the UK for this role by their proposed start date.
To provide administration support to the PALS and complaints team
To Log PALS and complaint in an accurate and timely way on to the CRM system
To have compassion and professionalism with patients when raising PALS concerns
To work in a team with all required colleagues colleagues
Main duties of the job
Be the first point of contact for PALS concerns and enquiries, answering the telephone and responding to emails, as well as seeing patients, relatives and carers in person.
Enter all enquiries onto the DATIX system, ensuring all records are accurate, enabling efficient management of the PALS department and the PALS processes. Maintain accurate and contemporaneous records on the Trust's DATIX system.
Plan, organise and take full responsibility of your workload, acting independently within appropriate guidelines and where necessary referring to PALS Manager.
Communicate under pressure, remaining calm and avoiding conflict, dealing with people who may be in a highly emotional state or recently bereaved. These difficult conversations may be planned or unplanned.
About us
Diversity makes us interesting... Inclusion is what will make us outstanding.
Inequality exists and the journey to eliminate it is not easy. Every step we take will be a purposeful step forward to deliver a truly inclusive culture where all our people are enabled to deliver outstanding care, where background is no barrier, and where everyone can be their authentic self and we truly represent our patient community.
We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where possible. All applicants who have a disability and meet the minimum criteria for the post can opt for a guaranteed interview.
We support flexible working wherever possible, with requests considered on an individual basis taking into account service requirements, operational needs and the requirements of the role.
Our primary method of communication will be via email. However, if you would prefer to be contacted through a different method, please inform the recruitment team.
If you need additional help with your application please get in touch by calling the recruitment team on 0118 322 6997 or 0118 322 5342.
Job description
Job responsibilities
Use highly refined communication skills to show empathy and compassion when liaising with patients, relatives and carers.
Draft written responses to PALS concerns, using a high standard of grammar and punctuation.
Respond to all PALS concerns within the timescale set by the Trust and monitor own workload to ensure response times are met.
Have an understanding and ability to differentiate between issues that can be dealt with very quickly (PALS concerns) and do not need to go through the formal complaint process.
To liaise with external agencies, e.g. Public Health Service Ombudsman, Coroners Office.
Ensure that the PALS processes adhere to Data Protection/ Confidentiality/ Caldicott / GDPR principles.
Actively promote diversity, including race diversity, across the Trust. Generate and sustain relationships that promote dignity, rights and responsibilities. Identify and take action to address discrimination and oppression.
Assume a central role in problem solving and service co-ordination to ensure patients and carers receive high standards of seamless quality care.
Work in collaboration with the interdisciplinary teams throughout the Trust to support and compliment their care and the quality of the service provided.
Monitor and maintain the health, safety and security of self and any practitioners in work area. Identify risks in work activities and develops strategies to manage these effectively. Practice within risk management/ occupational health legislation and Trust procedures.
- work in line with RBH policies and procedures
- Develop own skills, taking responsibility for continuing professional development and performance.
This job description should be regarded as a guide to the planned duties and responsibilities of the post. The description is not exhaustive and will be subject to periodic review in consultation with the post-holder.
Person Specification
essential
- educated to A-level or equivalent
Desirable
- degree level qualification
- NHS experience
- problem solving
essential
- Customer Service experience
Desirable
- 5 years experience
essential
- Problem solving
- working independantly
Desirable
- attention to detail
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
Royal Berkshire NHS Foundation Trust
Address
PALS Office Royal Berkshire Hospital
Craven Road
Reading
RG1 5AN
United Kingdom
Employer's website
https://www.royalberkshire.nhs.uk/ (Opens in a new tab)