Job summary
To receive, acknowledge and accurately record concerns, compliments and feedback from patients, carers and visitors to the Trust, listening to concerns raised, acting quickly to liaise with Trust staff to facilitate early resolution where possible.
Main duties of the job
The PALS team provide impartial non-clinical advice and information to patients, carers and visitors to the Trust supporting frontline problem-solving and signposting as appropriate.
The role will also promote the Patient Advice and Liaison Service throughout the Trust ensuring that information about the service is widely available and up to date to ensure service users are aware of the routes they can use to engage with and feedback to the Trust
About us
Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire NHS FT , the George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust.
Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.
We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care we'd want for our family and friends.
More than 3,500 people work for the Trust - they tell us it's a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.
We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.
Russell Hardy, Trust Chairman: "The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential."
Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time...all the time.
Job description
Job responsibilities
For more information about the role and responsibilities please see the attached job description and person specification.
Job description
Job responsibilities
For more information about the role and responsibilities please see the attached job description and person specification.
Person Specification
Education & Qualifications
Essential
- 5 GCSE to include English and Maths (level 4-9) or equivalent
- NVQ level 3 business admin or customer service or equivalent experience
- Evidence of commitment to continuing professional development in a relevant field
Desirable
- Customer Service/ conflict resolution training
- Listening and Communication skills training
Skills, Knowledge & Abilities
Essential
- Ability to effectively communicate both verbally and in writing to a wide range of people, recognising and adjusting for any potential barriers to communication
- Able to organise own time and workload
- Able to derive information from complex or contentious sources such as letters, emails or telephone calls
- Ability to communicate effectively with colleagues at all levels, including at a senior level
- Able to handle and defuse conflict situations and react calmly
- Keyboard skills for data input, form creation and completion
Desirable
- Knowledge of the NHS Complaints process
Experience
Essential
- Experience in a public/ patient-facing role
- Experience in, and proficiency with, administrative IT systems, maintaining accurate databases, running reports, use of Microsoft Office applications particularly Outlook/ Word/ Excel
- Knowledge of administrative procedures and systems; acquired through training and experience
Desirable
- Experience of working in a customer service/complaints role
Personal Attributes
Essential
- Demonstrates a compassionate and competent approach
- Tactful, empathic and sensitive in dealing with the general public and colleagues
- Telephone and face to face confidence when meeting with the public and staff
- Ability to work unsupervised and prioritise workload
Person Specification
Education & Qualifications
Essential
- 5 GCSE to include English and Maths (level 4-9) or equivalent
- NVQ level 3 business admin or customer service or equivalent experience
- Evidence of commitment to continuing professional development in a relevant field
Desirable
- Customer Service/ conflict resolution training
- Listening and Communication skills training
Skills, Knowledge & Abilities
Essential
- Ability to effectively communicate both verbally and in writing to a wide range of people, recognising and adjusting for any potential barriers to communication
- Able to organise own time and workload
- Able to derive information from complex or contentious sources such as letters, emails or telephone calls
- Ability to communicate effectively with colleagues at all levels, including at a senior level
- Able to handle and defuse conflict situations and react calmly
- Keyboard skills for data input, form creation and completion
Desirable
- Knowledge of the NHS Complaints process
Experience
Essential
- Experience in a public/ patient-facing role
- Experience in, and proficiency with, administrative IT systems, maintaining accurate databases, running reports, use of Microsoft Office applications particularly Outlook/ Word/ Excel
- Knowledge of administrative procedures and systems; acquired through training and experience
Desirable
- Experience of working in a customer service/complaints role
Personal Attributes
Essential
- Demonstrates a compassionate and competent approach
- Tactful, empathic and sensitive in dealing with the general public and colleagues
- Telephone and face to face confidence when meeting with the public and staff
- Ability to work unsupervised and prioritise workload
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.
