Job summary
The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. The post holder will act as a facilitator in relation to patient and carer concerns, helping to resolve them quickly and efficiently, improving the outcome of care in the process.
The post holder will be responsible for overseeing the day to day running of the PALS service and will be responsible for the supervision of the Patient Experience Advice & Liaison Officers ensuring that a comprehensive PALS service is provided to patients and service users.
Main duties of the job
Act as a facilitator in relation to patient and carer concerns, helping to resolve them quickly and efficiently, improving the outcome of care in the process.
Oversee the day to day running of the PALS service.
Responsible for supervising the Patient Experience Advice & Liaison Officers and ensure training and development needs are met.
Produce reports for Divisions and Trust forums/groups
About us
We are committed to being an inclusive and diverse employer. We strive to employ people who reflect the communities we serve, and aim to create an inclusive culture where everyone can reach their full potential. Whatever your race, ethnicity, belief, generation, sexual orientation, gender or gender identity, disability or experience, you'll appreciate the opportunities we give you to work in an inclusive atmosphere. We welcome applications from people of diverse backgrounds, perspectives and experiences to build on the progress we've achieved to make our Trust diverse and the best place to work. We celebrate the diversity of thought, viewpoints and ideas that help us overcome challenges and embrace new possibilities. We have signed the Armed Forces Covenant Pledge and have a commitment to the Armed Forces Community.
If you are considering applying for a role, please be aware that as an NHS Employee you may have contact with vulnerable service users. We strongly encourage that all our staff are vaccinated against COVID-19 and are vaccinated annually against Flu, in order to protect the health and safety of our staff and patients. Your commitment will help us to put the safety and care of our patients first, as well as helping us to protect you and your colleagues.
Job description
Job responsibilities
Key responsibilities
Take proactive decisions based on Trust policies and procedures, using acquired NHS knowledge and experience to deal with a wide range of general enquiries
Receive patient enquiries by mail, telephone, email or in person, actioning as appropriate and referring on to relevant colleagues as necessary.
Act as a facilitator in relation to patient and carer concerns, helping to resolve them quickly and efficiently, improving the outcome of care in the process.
Advise patients and carers on the complaints process and, subject to their choice, provide assistance or refer them to an independent advocacy service.
Seek the views of patients, carers and potential users and ensure they influence the Trusts culture and services and assist in the redesign of patient processes.
Act as a catalyst for change, feeding back patients and carers views, to share good practice and promote improvement of services.
Publicise PALS inside and outside of the Trust.
Provide advice and guidance to the Patient Experience Advice & Liaison Officers on more complex cases
Attend the Trusts Patient Experience Forum (PEF) and provide regular reports on PALS activity including activity levels, response times, themes, trends and other ad-hoc reports as requested
Ensure that all PALS enquiries are responded to appropriately
Escalate unresolved concerns/enquiries to the Deputy Complaints & PALS Manager to ensure resolution is achieved.
Regularly review the use of Datix in the context of PALS to ensure it is fit for purpose
Please see attached job description for more information.
Job description
Job responsibilities
Key responsibilities
Take proactive decisions based on Trust policies and procedures, using acquired NHS knowledge and experience to deal with a wide range of general enquiries
Receive patient enquiries by mail, telephone, email or in person, actioning as appropriate and referring on to relevant colleagues as necessary.
Act as a facilitator in relation to patient and carer concerns, helping to resolve them quickly and efficiently, improving the outcome of care in the process.
Advise patients and carers on the complaints process and, subject to their choice, provide assistance or refer them to an independent advocacy service.
Seek the views of patients, carers and potential users and ensure they influence the Trusts culture and services and assist in the redesign of patient processes.
Act as a catalyst for change, feeding back patients and carers views, to share good practice and promote improvement of services.
Publicise PALS inside and outside of the Trust.
Provide advice and guidance to the Patient Experience Advice & Liaison Officers on more complex cases
Attend the Trusts Patient Experience Forum (PEF) and provide regular reports on PALS activity including activity levels, response times, themes, trends and other ad-hoc reports as requested
Ensure that all PALS enquiries are responded to appropriately
Escalate unresolved concerns/enquiries to the Deputy Complaints & PALS Manager to ensure resolution is achieved.
Regularly review the use of Datix in the context of PALS to ensure it is fit for purpose
Please see attached job description for more information.
Person Specification
Education and Training
Essential
- Educated to degree level or equivalent
Desirable
- Customer service training
- Management / leadership training course
Knowledge and Skills
Essential
- Superior customer service skills
- Strong communication skills (written and oral)
- Strong interpersonal skills
- Ability to deal with and manage conflict
- Ability to manage staff rotas to match service need
- Analytical ability, for the production and interpretation of reports
- Team worker
- Computer literate
- Ability to work using own initiative
- Ability to organise and prioritise own workload
- Excellent liaison, co-coordinating, negotiating and influencing skills.
- Excellent presentation skills and the ability to deliver effective training programmes.
- Ability to understand and analyse problems as they are presented
- Ability to use Microsoft packages and databases.
- Up to date knowledge and understanding of clinical governance.
- Knowledge of complaints legislation and the Data Protection Act.
- Calm, methodical, accurate and well organised.
Desirable
- Understanding of the NHS Complaints Regulations
- Understanding of Health Records legislation
- Understanding of the Data Protection Act
- Ability to use DATIX
- Knowledge of NHS PAS or similar administration system
Experience
Essential
- Previous experience of leading a team in a customer service environment
- Experience of working in in a PALS/customer services role
- Previous office experience.
- Office experience
Desirable
- Experience in an acute Trust
- Experience of working in a health service setting with direct contact with patients, carers or relatives
- Experience of inputting data onto databases and the ability to analyse data identifying themes and trends.
Personal Attributes
Essential
- Friendly and approachable
- Diplomatic
- Patient
- Empathetic
Person Specification
Education and Training
Essential
- Educated to degree level or equivalent
Desirable
- Customer service training
- Management / leadership training course
Knowledge and Skills
Essential
- Superior customer service skills
- Strong communication skills (written and oral)
- Strong interpersonal skills
- Ability to deal with and manage conflict
- Ability to manage staff rotas to match service need
- Analytical ability, for the production and interpretation of reports
- Team worker
- Computer literate
- Ability to work using own initiative
- Ability to organise and prioritise own workload
- Excellent liaison, co-coordinating, negotiating and influencing skills.
- Excellent presentation skills and the ability to deliver effective training programmes.
- Ability to understand and analyse problems as they are presented
- Ability to use Microsoft packages and databases.
- Up to date knowledge and understanding of clinical governance.
- Knowledge of complaints legislation and the Data Protection Act.
- Calm, methodical, accurate and well organised.
Desirable
- Understanding of the NHS Complaints Regulations
- Understanding of Health Records legislation
- Understanding of the Data Protection Act
- Ability to use DATIX
- Knowledge of NHS PAS or similar administration system
Experience
Essential
- Previous experience of leading a team in a customer service environment
- Experience of working in in a PALS/customer services role
- Previous office experience.
- Office experience
Desirable
- Experience in an acute Trust
- Experience of working in a health service setting with direct contact with patients, carers or relatives
- Experience of inputting data onto databases and the ability to analyse data identifying themes and trends.
Personal Attributes
Essential
- Friendly and approachable
- Diplomatic
- Patient
- Empathetic
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).
