About this role
Job summary
Are you looking for a job where you can support patients, staff and service users and use your exceptional customer care experience and communication skills? If so this may be the position for you.
The Patient Advice and Liaison Service (PALS) at Nottingham University Hospital is looking to recruit a PALS officer. You will form part of the small, friendly and dedicated team to support patients, relatives and carers raising concerns and enquiries. Within this role you will often be the first point of contact; ideally placed to direct or signpost to relevant wards, departments or services.
The demands of the job are varied and require a strong communicator. You would be dealing with a range of service users who may at times be upset or challenging. If you can show compassion, empathy and sensitivity this role would be ideally suited to you.
If you can multi-task and have the ability to engage, listen and respond to queries within a fast-paced environment we would like to hear from you.
This role would suit someone with excellent typing skills, a very high standard of written communication as you need to record details on our Trust database systems and write emails, speaking to service users in person and by telephone.
We can offer you support and training if you can offer us a caring, compassionate manner and a willingness to work with our staff and service users.
Main duties of the job
In addition to the brief list above you must familiarise yourself with the full job description and person specification attached to this advert prior to applying.
Able to manage a caseload of PALS concerns and enquiries; multitasking in a busy environment.
Able to act with compassion and display empathy in sometimes challenging situations and difficult conversations.
Excellent typing ability and knowledge of Microsoft systems (outlook, word and Excel).
Able to manage face to face, walk in enquiries, telephone calls and emails, working in a fast paced environment.
Confident in liaising with Trust colleagues to aid resolution of concerns and enquiries.
A good working knowledge of Trust systems and processes.
About us
You will be working with a very friendly team who pride ourselves in not only providing excellent service to patient, relatives and carers, we are incredibly supportive of each other.
You would be primarily based at QMC but may be required to work at the City Hospital.
Hours of work are 8.30 to 4.30 Monday to Friday. We have a flexi time system in place which allows for some flexible working, whilst maintaining our service.
Job description
Job responsibilities
Please refer to the job description and person specification attached to the advert for the full details of the vacancy.
To act as an initial point of contact for patient requesting information or raisingconcerns within the Trust.
Provide a confidential service for people who wish to discuss aspects of their care or treatment.
Respond to matters of concern which patients/carers may wish to raise and to act as a facilitator, providing advice, support and direction, ensuring that issues are resolved as quickly and efficiently as possible.
To act as a facilitator in relation to the concerns of patients, their carers and families and to negotiate immediate solutions or resolution of issues as speedily as possible.
To respond appropriately to the emotionally demanding aspects of dealing with patients/carers in distress, or with any unpredictable aggressive behaviour displayed by patients/carers/relatives unhappy about some aspect of their care or trust service.
To ensure all correspondence or patient contact is acknowledged within the national guidance and patients or their advocates are kept informed on developments in their case.
To provide information about Trust services and advice or guidance to complainants, respondents and Trust services on the NHS complaints procedure
To provide help to patients, carers and families in accessing Trust services, local and specialist advocacy services, or other voluntary services including interpreting services as appropriate.
To refer health record requests or similar appropriate issues to the Data Management Team.
To ensure patients are referred to external or special advocacy services either where requested to do so or where this is appropriate.
Ensure that comprehensive documentation is completed and filed securely for all clients where issues of concern have been raised or when referring a client on to other professionals.
To refer service users to the complaints process in line with national and local policy, ensuring that complaints are sent to the complaints team on receipt.
To build and maintain good relationships with clinical and non-clinical staff across directorates, departments and with external organisations to gain public and professional confidence.
To build and maintain good relationships with key stakeholders, service user groups and the local community.
Ensure the internal and external distribution of Patient Information as required.
Ensure Patient Information stock control processes including keeping the information centre stocked with books, booklets, leaflets, audio and visual productions.
To ensure that activity relating to the 4Cs is recorded onto the DATIX database.
To prepare reports identifying trends and lessons learnt to support improvements to service delivery.
Assist in the internal distribution of Patient Information as required.
Participate in the evaluation and monitoring of the Service.
Informal visits or calls in regard to this position are very welcome. We would very much like to hear from you if you have customer service experience. We believe you can offer us the type of skills and person we are seeking to fill this position.
Person Specification
Training and qualifications
Essential
- NVQ 3 in customer service, typing qualification, IT qualification
Desirable
- ECDL
Experience
Essential
- Experience in working in a front facing customer service environment
Desirable
- Previous NHS complaints or PALS experience
Communication and relationship
Essential
- Able to provide information to end users, tailoring the provision of information to facilitate understanding. Able to act as a facilitator in order to achieve a desired outcome. Able to be highly empathetic towards the concerns of patients and carers. Able to receive highly sensitive information and action it whilst taking account of confidentiality issues.
Analytical skills
Essential
- Able to receive and manage sensitive information and decide the most appropriate course of action.
Planning & organisational
Essential
- Able to priorities tasks and ensure timeframes are met
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
Queen's Medical Centre
Derby Road
Nottingham
NG7 2UH
United Kingdom
Employer's website
https://www.nuh.nhs.uk/ (Opens in a new tab)