Job summary
We are seeking a proactive and compassionate nurse, midwife, or AHP to manage our PALS service and support the team to deliver the best advice, information, and resolution service to our patients and families. You'll be at the heart of getting things right for our patients and families by championing a patients-first approach to the resolution of concerns.
The PALS team provide advice, information, and support the resolution of concerns for patients, carers, and families. The service is open Monday to Friday, based at Southampton General Hospital but supporting all of our sites. The team is comprised of a PALS Manager, a PALS ward liaison nurse, PALS officers, and a PALS administrator.
Main duties of the job
Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.
For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.
About us
What we can offer you
As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. UHS is rated 'Good' by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care.
All non-clinical roles may involve a mixture of on site and remote working, Specific details and flexible working options can be discussed as part of the interview process. UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.
Southampton is an attractive place to live and work situated on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 20% lower than London and 14 schools rated outstanding by Ofsted.
Job description
Job responsibilities
Your Responsibilities What youll do
- Manage the PALS team in their day-to-day work, ensuring effective triage, recoding, and onward management of reported concerns and complaints
- Provide effective management of a PALS caseload, including escalated and complex concerns
- Use clinical experience to provide advice and support to the team in managing complex cases
- Maintain effective communication and collaboration with divisions, care groups, and the wider experience of care teams
What were looking for - You will have professional registration, e.g., nurse, midwife, or AHP
- Experience of working with patients and families in the resolution of concerns and complaints
- Supervision or line management experience, leading teams to deliver their best in a highly emotional environment
- Excellent communication skills, with the ability to manage difficult conversations with patients, staff, families, and carers
Additional information Interviews will be held on Wednesday, 18 May 2022
Should you have any queries, please use the contact details below to get in touch.
Job description
Job responsibilities
Your Responsibilities What youll do
- Manage the PALS team in their day-to-day work, ensuring effective triage, recoding, and onward management of reported concerns and complaints
- Provide effective management of a PALS caseload, including escalated and complex concerns
- Use clinical experience to provide advice and support to the team in managing complex cases
- Maintain effective communication and collaboration with divisions, care groups, and the wider experience of care teams
What were looking for - You will have professional registration, e.g., nurse, midwife, or AHP
- Experience of working with patients and families in the resolution of concerns and complaints
- Supervision or line management experience, leading teams to deliver their best in a highly emotional environment
- Excellent communication skills, with the ability to manage difficult conversations with patients, staff, families, and carers
Additional information Interviews will be held on Wednesday, 18 May 2022
Should you have any queries, please use the contact details below to get in touch.
Person Specification
Qualifications
Essential
- Professional / Clinical registration - nursing & midwifery, AHP
- Educated to masters level or able to demonstrate an equivalent level of professional knowledge, skills and experience in complaints management.
Desirable
- Qualification or demonstrable experience in the use of complaints management systems and Microsoft Office applications
Experience
Essential
- Experience of working with patients and families to address and resolve their concerns within acute NHS setting
- Evidence of delivering a high standard of patient experience in professional role
- Experience of NHS governance processes, including ability to benchmark and evaluate trust performance against external indicators, standards, and guidelines. E.g., through audit processes
- Supervision and line management experience of teams working in a highly emotional environment.
Desirable
- Experience of resolution and mediation where patients and families are unhappy with the care received
Aptitudes and skills required
Essential
- Demonstrable management and team-building skills
- Excellent communication skills, with the ability to manage difficult conversations with patients, staff, and families about quality of care.
- Strong written skills with the ability to communicate clearly and accessibly in writing
- Evidence of utilising IT systems
- Proficient user of Microsoft Office applications
Values and behaviours
Essential
- Patients First
- Always Improving
- Working Together
Person Specification
Qualifications
Essential
- Professional / Clinical registration - nursing & midwifery, AHP
- Educated to masters level or able to demonstrate an equivalent level of professional knowledge, skills and experience in complaints management.
Desirable
- Qualification or demonstrable experience in the use of complaints management systems and Microsoft Office applications
Experience
Essential
- Experience of working with patients and families to address and resolve their concerns within acute NHS setting
- Evidence of delivering a high standard of patient experience in professional role
- Experience of NHS governance processes, including ability to benchmark and evaluate trust performance against external indicators, standards, and guidelines. E.g., through audit processes
- Supervision and line management experience of teams working in a highly emotional environment.
Desirable
- Experience of resolution and mediation where patients and families are unhappy with the care received
Aptitudes and skills required
Essential
- Demonstrable management and team-building skills
- Excellent communication skills, with the ability to manage difficult conversations with patients, staff, and families about quality of care.
- Strong written skills with the ability to communicate clearly and accessibly in writing
- Evidence of utilising IT systems
- Proficient user of Microsoft Office applications
Values and behaviours
Essential
- Patients First
- Always Improving
- Working Together
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
