Patient Advice and Liaison Officer

Job description

Job responsibilities

To assist the Patient Experience & Information Support Officer with the development, implementation and maintenance of the Patient Advice & Liaison Service (PALS) for the Trust.

To provide a front line problem solving facility, working with service users in resolving any difficulties they are experiencing within the Trust.

Provide an effective administrative support function to the Patient Experience & Information Officer to ensure a high quality service that meets the needs of service users and the Trust.

Acknowledge all contacts received in accordance with the Concerns and Complaints Policy including formal complaints, concerns, enquiries, signposting and compliments.

Accurately log all PALS contacts received onto the Safeguard database and produce draft statistical reports on behalf of the Patient Experience Manager.

Monitor PALS investigations progress to ensure adherence to the timescale stipulated in the Concerns and Complaints policy. Accurately record any reasons for delays and expected completion dates.

Deliver PALS awareness training sessions.

Assist the Patient Experience & Information Support Officer with the development and maintenance of information for patients.

General Duties

Provide general clerical support to the Patient Experience Manager and Patient Experience & Complaints Co-ordinators as necessary.

Carry out photocopying, filling and other administrative duties, as requested.

Take clear and precise telephone messages and deal with any enquiries.

Liaise with relevant personnel to ensure that any enquiries are responded to quickly.

Participate in the organisation and maintenance of reference materials, as delegated by the Patient Experience Manager/Patient Experience & Information Support Officer.

Arrange meetings, book meeting rooms and liaise with other Managers to ensure diaries are accurate and all relevant parties are aware of the agreed arrangements on behalf of the Patient Experience Team.

Communication

Ensure all relevant database records are maintained to a high standard and in a timely manner.

Facilitate feedback on PALS and highlight to the Patient Experience & Information Support Officer who will advise on appropriate actions.

Ensure effective liaison with Patient Experience & Information Support Officer who will advise on appropriate actions.

Ensure effective liaison with PALS networks and other NHS, voluntary and social organisations for prompt resolution of concerns.

Support service users to record their complaint where they are unable to do so independently seeking support where there are language or other barriers.

Liaise with the Patient Experience and Complaints Co-ordinators where necessary, assisting patients to access the formal complaints procedure and signposting patients, families and carers to relevant organisations for support with their complaint.

Person Specification

Experience

Essential

• Customer service experience
• Developing and maintaining systems/database for recording, monitoring analysis of information
• Previous experience working in health or social care setting

Desirable

• Experience of Safeguard Risk Management System or equivalent
• Presentation skills

Skills

Essential

• Good interpersonal, written and verbal communication skills
• Conflict resolution skills for dealing with verbally aggressive service users
• Ability to make judgements, some of which may require analysis

Desirable

• Knowledge of e-mail and internet

Knowledge

Essential

• Knowledge and understanding of the needs and concerns of service users and their carers
• Knowledge of the NHS complaints system
• Knowledge of Data Protection Act, confidentiality and consent issues

Desirable

• Knowledge of e-mail and internet

other

Essential

• Able to deal sensitively with distressed people, including service users and staff members
• Confidence to negotiate with Senior Managers, Clinicians and Practitioners in a manner which maintains excellent working relationships
• Excellent telephone manner

Desirable

• Able to work under pressure and adapt to quickly changing circumstances

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Bolton NHS Foundation Trust

Address

Royal Bolton Hospital

Minerva Road

Farnworth, Bolton

BL4 0JR

Employer's website

http://www.boltonft.nhs.uk/ (Opens in a new tab)