Job summary
The Trust's Patient Advice & Liaison Service (PALS), are currently recruiting for a PALS Officer to join their team.
As part of the Patient Experience Team, PALS supports patients and service users with any issues or concerns they may have which are related to services provided by West Suffolk NHS Foundation Trust.
The post holder will be the first point of contact, offering advice, information and resolution, ensuring that all enquiries are recorded and dealt with appropriately.
The post holder will also be responsible for processing interpreter and translation bookings and dealing with related enquiries.
The PALS Officer will provide support to the Patient Experience Manager and will work closely with colleagues in the PALS and wider Patient Experience Team, ensuring a joined-up approach in improving the experience of patients and their loved ones at the Trust.
Key requirements for this role include:
- Excellent organisational skills
- Experience of dealing with patients or customers in a face to face environment
- Experience of dealing with distressed or upset patients or customers
- Experience of defusing problematic situations
- Experience in using databases and reporting systems
- Excellent verbal and written communication skills
- Excellent interpersonal skills
Part time and flexible hours will be considered.
Main duties of the job
You will be responsible for receiving, logging and investigating patient and service user enquiries received email, phone and in person. Excellent communication skills and writing skills are vital in this role.
You will be required to manage your own caseload by escalating enquiries to members of staff across the Trust, updating service users with progress and resolving complex cases. You will be supported by the PALS team lead
PALS are responsible to manage enquiries relating to lost property and work closely with wards to resolve issues.
You will also be responsible to work in the front PALS office and manage any face to face enquiries from patients or members of the public that need assistance.
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Job description
Job responsibilities
Job summary:
The post holder will be the first point of contact for the Trusts Patient Advice & Liaison Service, offering advice, information and resolution to patients and service users on their concerns and enquiries. The PALS Officer will provide administrative support to the PALS & Complaints Manager ensuring enquiries are recorded and dealt with appropriately. The post holder will also be required to support the teams Keeping in Touch activity.
Job responsibilities:
Key Tasks & Responsibilities:
- To receive, investigate and satisfactorily resolve patient and service user enquiries received via PALS with the assistance of the PALS team and the PALS Team Lead.
- To provide an empathetic and responsive advice service to patients and service users.
- To frequently communicate with patients and service users in person, on the telephone and viawritten communication.
- To record and maintain PALS enquiries on the Datix database system, escalating issues where necessary.
- To support the Keeping in Touch service by responding to enquiries and arranging communications including video calls and card writing for patients and their loved ones.
- To work as part of a team, communicating with the Patient Experience team and ensuring a joined-up approach to improve the experience of patients and their families at the Trust.
- To escalate enquiries to the PALS & Complaints Manager when appropriate.
- To be aware of the difference between PALS and formal complaints and escalate cases to colleagues when appropriate.
- To assist with collecting organisation-wide patient feedback.
- To manage enquiries related to lost property and work closely with wards to resolve issues.
- Communication:
- Provide feedback on service issues to relevant managers.
- Identify common PALS themes and assist the Patient Experience Team with creating action
- plans for improvement.
- Undertake patient satisfaction surveys where required.
- Communicate with and obtain feedback on experiences of our services from patients, carers and
- members of the public at public involvement events, groups and meetings.
- Attend relevant public involvement groups, patient experience meetings and patient experience
- events in order to share learning.
- Act as a facilitator providing advice, information and signposting patients and relatives.
- Attend meetings in a supportive capacity to patients when requested.
- Provide solutions to patients or relatives who may be distressed, escalating issues through line
- management where required.
- Discuss issues which may be delicate and where there may be communication difficulties.
- Assist with facilitating and taking minutes for resolution meetings; meeting PALS contacts or
- complainants, clinicians and managers in order to resolve issues.
- Maintain stock levels of PALS and patient experience literature.
- Planning and organisational Skills:
- Manage own case load, escalating to the PALS Team Lead when appropriate.
- Undertake ad-hoc audits relating to patient experience.
- Effectively respond to queries from service users within tight timescales.
- Assist with collating data for quarterly Patient & Carer Experience Group (PCEG).
- Provide information to divisions in relation to PALS findings including ad-hoc requests.
- Assist with planning and organising public involvement events including arranging the venue, staff representatives, refreshments, advertisements, attendee lists and content of the event.
- Provide administrative and general support to the PALS & Complaints Manager as and when required.
- Policies:
- Ensure divisions deal with patient feedback and concerns in line with Trust protocols.
- Assist with the implementation of the Trusts patient experience strategies and initiatives.
- Adhere to all Trust policies and procedures.
- Strictly ensure preservation of confidentiality in relation to service users, relatives and staff at all
- times and use confidential information only as authorised for specific services.
- Comply with the principles of the Data Protection Act 1998.
- Support Voluntary Services in updating the lost property policy.
- Keep up to date with statutory guidance such as the Accessible Information Standard.
- Information Systems:
- Document details of contacts with enquirers on Datix system including detail of the PALS intervention.
- Regular use of confidential patient record information systems in line with PALS enquiries.
- Maintain current systems.
- Comprehensive use of all aspects of Microsoft Office.
- Keep the PALS webpage up to date.
- Training/Human Resources:
- Support any new members of the team with training and guidance.
- Represent PALS at staff inductions and manage enquiries regarding how the team can support staff.
- Undertake mandatory training and be responsible for keeping training up to date.
- Have an appraisal of performance on an annual basis and be responsible for agreeing a development plan with line manager.
Job description
Job responsibilities
Job summary:
The post holder will be the first point of contact for the Trusts Patient Advice & Liaison Service, offering advice, information and resolution to patients and service users on their concerns and enquiries. The PALS Officer will provide administrative support to the PALS & Complaints Manager ensuring enquiries are recorded and dealt with appropriately. The post holder will also be required to support the teams Keeping in Touch activity.
Job responsibilities:
Key Tasks & Responsibilities:
- To receive, investigate and satisfactorily resolve patient and service user enquiries received via PALS with the assistance of the PALS team and the PALS Team Lead.
- To provide an empathetic and responsive advice service to patients and service users.
- To frequently communicate with patients and service users in person, on the telephone and viawritten communication.
- To record and maintain PALS enquiries on the Datix database system, escalating issues where necessary.
- To support the Keeping in Touch service by responding to enquiries and arranging communications including video calls and card writing for patients and their loved ones.
- To work as part of a team, communicating with the Patient Experience team and ensuring a joined-up approach to improve the experience of patients and their families at the Trust.
- To escalate enquiries to the PALS & Complaints Manager when appropriate.
- To be aware of the difference between PALS and formal complaints and escalate cases to colleagues when appropriate.
- To assist with collecting organisation-wide patient feedback.
- To manage enquiries related to lost property and work closely with wards to resolve issues.
- Communication:
- Provide feedback on service issues to relevant managers.
- Identify common PALS themes and assist the Patient Experience Team with creating action
- plans for improvement.
- Undertake patient satisfaction surveys where required.
- Communicate with and obtain feedback on experiences of our services from patients, carers and
- members of the public at public involvement events, groups and meetings.
- Attend relevant public involvement groups, patient experience meetings and patient experience
- events in order to share learning.
- Act as a facilitator providing advice, information and signposting patients and relatives.
- Attend meetings in a supportive capacity to patients when requested.
- Provide solutions to patients or relatives who may be distressed, escalating issues through line
- management where required.
- Discuss issues which may be delicate and where there may be communication difficulties.
- Assist with facilitating and taking minutes for resolution meetings; meeting PALS contacts or
- complainants, clinicians and managers in order to resolve issues.
- Maintain stock levels of PALS and patient experience literature.
- Planning and organisational Skills:
- Manage own case load, escalating to the PALS Team Lead when appropriate.
- Undertake ad-hoc audits relating to patient experience.
- Effectively respond to queries from service users within tight timescales.
- Assist with collating data for quarterly Patient & Carer Experience Group (PCEG).
- Provide information to divisions in relation to PALS findings including ad-hoc requests.
- Assist with planning and organising public involvement events including arranging the venue, staff representatives, refreshments, advertisements, attendee lists and content of the event.
- Provide administrative and general support to the PALS & Complaints Manager as and when required.
- Policies:
- Ensure divisions deal with patient feedback and concerns in line with Trust protocols.
- Assist with the implementation of the Trusts patient experience strategies and initiatives.
- Adhere to all Trust policies and procedures.
- Strictly ensure preservation of confidentiality in relation to service users, relatives and staff at all
- times and use confidential information only as authorised for specific services.
- Comply with the principles of the Data Protection Act 1998.
- Support Voluntary Services in updating the lost property policy.
- Keep up to date with statutory guidance such as the Accessible Information Standard.
- Information Systems:
- Document details of contacts with enquirers on Datix system including detail of the PALS intervention.
- Regular use of confidential patient record information systems in line with PALS enquiries.
- Maintain current systems.
- Comprehensive use of all aspects of Microsoft Office.
- Keep the PALS webpage up to date.
- Training/Human Resources:
- Support any new members of the team with training and guidance.
- Represent PALS at staff inductions and manage enquiries regarding how the team can support staff.
- Undertake mandatory training and be responsible for keeping training up to date.
- Have an appraisal of performance on an annual basis and be responsible for agreeing a development plan with line manager.
Person Specification
Education & Qualification
Essential
- Minimum of 5 GCSEs A*-C or equivalent including English
- A Levels / NVQ 3 in Customer Services or Business Administration / Level 3 Diploma or equivalent knowledge and experience
Desirable
- Attendance on a 'dealing with difficult situations' or 'difficult conversations' course.
- Microsoft Office qualification
Experience & Knowledge
Essential
- Knowledge of health and wellbeing issues and services acquired through experience.
- Knowledge of PALS
- Knowledge of data protection
- Knowledge of administrative procedures including bespoke IT system
- Experience of dealing with patients or customers in a face to face environment
- Previous experience of working with people with a diverse range of needs
- Previous experience of training and assisting junior or new staff
- Excellent organisational skills
- Experience of dealing with patients or customers in a face to face environment
- Experience of dealing with highly distressed or emotional patients or customers
- Experience of defusing problematic situations
- Experience in using databases and reporting systems.
- Understanding of simple statistics
Desirable
- Good understanding of current issues facing the NHS
Skills & Abilities
Essential
- Ability to deal with distressing or emotional circumstances.
- Ability to identify and support vulnerable groups.
- Ability to cope with occasional unpleasant conditions such as verbal aggression and distress.
- Ability to identify situations where a more senior member of the team should be involved.
- Excellent IT skills including Microsoft Office
- Plan and organise workload.
- Good at prioritising
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Able to identify themes and trends in issues being highlighted through PALS
Desirable
- Skilled in producing reports on relevant data
Personal Qualities
Essential
- Evidence of good attendance and timekeeping
- Effective team worker
- Attention to detail.
- Problem-solver
- Confident working with senior staff and clinicians
- Sensitive in emotional situations
- Calm and diplomatic
- Compassionate
Person Specification
Education & Qualification
Essential
- Minimum of 5 GCSEs A*-C or equivalent including English
- A Levels / NVQ 3 in Customer Services or Business Administration / Level 3 Diploma or equivalent knowledge and experience
Desirable
- Attendance on a 'dealing with difficult situations' or 'difficult conversations' course.
- Microsoft Office qualification
Experience & Knowledge
Essential
- Knowledge of health and wellbeing issues and services acquired through experience.
- Knowledge of PALS
- Knowledge of data protection
- Knowledge of administrative procedures including bespoke IT system
- Experience of dealing with patients or customers in a face to face environment
- Previous experience of working with people with a diverse range of needs
- Previous experience of training and assisting junior or new staff
- Excellent organisational skills
- Experience of dealing with patients or customers in a face to face environment
- Experience of dealing with highly distressed or emotional patients or customers
- Experience of defusing problematic situations
- Experience in using databases and reporting systems.
- Understanding of simple statistics
Desirable
- Good understanding of current issues facing the NHS
Skills & Abilities
Essential
- Ability to deal with distressing or emotional circumstances.
- Ability to identify and support vulnerable groups.
- Ability to cope with occasional unpleasant conditions such as verbal aggression and distress.
- Ability to identify situations where a more senior member of the team should be involved.
- Excellent IT skills including Microsoft Office
- Plan and organise workload.
- Good at prioritising
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Able to identify themes and trends in issues being highlighted through PALS
Desirable
- Skilled in producing reports on relevant data
Personal Qualities
Essential
- Evidence of good attendance and timekeeping
- Effective team worker
- Attention to detail.
- Problem-solver
- Confident working with senior staff and clinicians
- Sensitive in emotional situations
- Calm and diplomatic
- Compassionate
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.
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).
Additional information
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.
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).
