Job summary
The post holder will be responsible for direct management of the patient advice services across all hospital sites, including line management of the PALS Officers.
They will lead and manage the performance of the team, monitor the quality of its services and maximise the effectiveness of available resources across all hospitals.
They will support the Patient Advice and Complaints Team Manager to ensure that the Trust complies with all external requirements and best practice in relation to the management of concerns. This will include ensuring that the team are flexible and proactive in responding to patients and families and preventing progression to formal complaint.
Main duties of the job
The post holder will deliver the 'user-led response' to concerns that is advocated by the PHSO and has been adopted by the Trust.
They will support the Patient Advice and Complaints Team Manager to ensure this is delivered flexibly across sites and that patients and families are able to communicate their concerns in the way that works best for them.
They will support quality improvement within the Trust by working with clinical and operational colleagues to share learning and best practices and ensure the Trust learns the lessons of concerns, making sustainable changes as a result.
About us
Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust.
The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.
The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital.
It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond.
To hear more about our achievements click herehttps://www.liverpoolft.nhs.uk/media/13089/1606-annual-report-booklet_final.pdf
Follow us on Social Media:
Facebook - Liverpool University Hospitals Careers
Instagram - @LUHFTcareers
Twitter - @LUHFTcareers
Job description
Job responsibilities
Provide leadership, line management and support to the PALS Teams on all sites to ensure that best practice and policies are implemented Monitor and develop the team to meet Trust and individual objectivesincluding core skills training, appraisal and managing, absence, sickness,annual leave etc Work with the Patient Advice and Complaints Team Manager to ensure that the Trusts patient advice policies and procedures are led by the needs of patients and families and are focussed on providing them with resolution Ensure robust systems for recording concerns and how they are resolved are in place. Ensure that everyone contacting PALS is offered support to help themarticulate their experience Ensure that patients and families are able to access the PALS service in amanner that suits them and at a time that suits them Ensure that patients and families always know what is happening in their case and are provided with outcomes that are personal to them and the specific nature of their concern Lead on improving the management of learning from concerns
Job description
Job responsibilities
Provide leadership, line management and support to the PALS Teams on all sites to ensure that best practice and policies are implemented Monitor and develop the team to meet Trust and individual objectivesincluding core skills training, appraisal and managing, absence, sickness,annual leave etc Work with the Patient Advice and Complaints Team Manager to ensure that the Trusts patient advice policies and procedures are led by the needs of patients and families and are focussed on providing them with resolution Ensure robust systems for recording concerns and how they are resolved are in place. Ensure that everyone contacting PALS is offered support to help themarticulate their experience Ensure that patients and families are able to access the PALS service in amanner that suits them and at a time that suits them Ensure that patients and families always know what is happening in their case and are provided with outcomes that are personal to them and the specific nature of their concern Lead on improving the management of learning from concerns
Person Specification
Qualifications
Essential
- Degree or equivalent
- Evidence of continuing development within the NHS
Experience
Essential
- Demonstrable experience in dealing with members of the public
- Evidence of involvement in problem solving
- Experience in improving patient/visitor experience
- Experience of advising and liaising with staff at all levels of the organisation
- Ability to advise and liaise with healthcare professionals externally to the organisation
Knowledge
Essential
- Demonstrable knowledge of National best practice and strategies for PALS
- Knowledge of issues within the wider organisation
- Knowledge of the health service
- Understanding of volunteer issues/needs
- Ability to negotiate solutions at all levels of the organisation
Skills
Essential
- Excellent interpersonal and communication verbal and written
- Ability to maintain written records of activity/queries
- Analysis and interpretation of information
- Basic computer skills
- Supervisory skills
- Ability to be aware of and manage individual stress levels
- Enthusiasm
- Ability to work independently
- Ability to prioritise and work pro-actively
- Ability to meet deadlines
- A commitment to confidentiality
- Ability to cope in a rapidly changing NHS environment
Person Specification
Qualifications
Essential
- Degree or equivalent
- Evidence of continuing development within the NHS
Experience
Essential
- Demonstrable experience in dealing with members of the public
- Evidence of involvement in problem solving
- Experience in improving patient/visitor experience
- Experience of advising and liaising with staff at all levels of the organisation
- Ability to advise and liaise with healthcare professionals externally to the organisation
Knowledge
Essential
- Demonstrable knowledge of National best practice and strategies for PALS
- Knowledge of issues within the wider organisation
- Knowledge of the health service
- Understanding of volunteer issues/needs
- Ability to negotiate solutions at all levels of the organisation
Skills
Essential
- Excellent interpersonal and communication verbal and written
- Ability to maintain written records of activity/queries
- Analysis and interpretation of information
- Basic computer skills
- Supervisory skills
- Ability to be aware of and manage individual stress levels
- Enthusiasm
- Ability to work independently
- Ability to prioritise and work pro-actively
- Ability to meet deadlines
- A commitment to confidentiality
- Ability to cope in a rapidly changing NHS environment
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).
