Job summary
We are looking for a highly motivated individual to join the Patient Experience and Involvement Team as a PALS and Complaints Officer. This is an exciting and unique opportunity to join a passionate, hardworking team within Leicestershire Partnership NHS Trust (LPT). The post holder will be a team player, who is self motivated and passionate about ensuring that our patients, families and carers who access our services, are supported and guided to provide feedback regarding their experiences. The post holder will work closely with all directorates within LPT to ensure that patients, families and carers feedback is actioned in a timely manner. If you are passionate about working with patients, families and carers in a flexible, adaptable way, with a strong work ethic, sense of accountability and ability to work under pressure, we would like to hear from you. Our team currently work between home and the office base, ensuring there is flexibility for all.
Main duties of the job
- Delivery of the
PALS and the Complaints service with minimal supervision including acting as an independent facilitator to help patients, their
families and carers resolve problems or concerns quickly, and ensuring
lessons learned from feedback contribute to improve patient care, by
working with staff across all Directorates within LPT.
- Providing leadership to the PALS
and Complaints processes, including responsibility for the management of
the Ulysses system, providing
analytical reports, identification of themes and trends to bring about improvement
actions and submitting required
data and information as well as
other assurance reports as required.
- To
support and understand the consent process following contact from Local MPs and
to provide advice to those who wish to have an independent advocate to support
with their contact.
- Being responsible for the handling of the generic Patient Experience and
Involvement email accounts, including managing the PALS and Complaints
inboxes.
- To work as an integral member of the Patient
Experience and Involvement Team , covering for other team members, as
necessary, and assisting in the induction and development of staff,
providing support and guidance, as appropriate.
- To work flexibly to ensure the office is covered between
and within the hours of 8.30 AM to 5.00 PM.
About us
Leicestershire Partnership NHS Trust (LPT) provides a range of community health, mental health and learning disability services for people of all ages. Delivered through over 100 settings from inpatient wards to out in the community, our 6,500 staff serves over 1 million people living in Leicester, Leicestershire and Rutland.
Here at LPT, our values are Compassion, Respect, Integrity and Trust, which we keep at the heart of everything we do.
We aim to develop a workforce that reflects our community. We actively implement equal opportunities in employment and service delivery and seek people who share our commitment. We strongly encourage applications from all sections of the community, particularly from underrepresented groups.
Details of our benefits, leadership behaviours and other important information are contained in the attached document titled Information for Applicants.
We will consider requests to work alternative hours or varied working patterns in line with our flexible working policy.
For all substantive roles, new staff (excluding medical staff) are appointed subject to a 6-month probationary period (see Probation Policy).
All jobs will require permission to work in the UK.
For all jobs the cost of any DBS disclosure required will be met by the individual. This will be deducted from salary once started.
Applicants at risk within the local NHS who meet essential criteria will have preference for interview.
Job description
Job responsibilities
If you like what you've read and would like more information
on the duties and responsibilities of this role, please click onto the attached
Job Description and Person Specification.
Job description
Job responsibilities
If you like what you've read and would like more information
on the duties and responsibilities of this role, please click onto the attached
Job Description and Person Specification.
Person Specification
Qualifications
Essential
- Recognised typing/word processing qualification or equivalent with advanced keyboard skills;
- NVQ 3 in Business Administration or equivalent Secretarial Qualification or experience;
- GCSE English Language level C or above, or equivalent qualification;
- Diploma level qualification in related subject.
Experience
Essential
- Good knowledge of MS Office applications, particularly Word, Excel and Outlook with the ability to input and maintain database and spreadsheets as well as produce presentations, newsletters, and briefings.
- Ability to work to tight deadlines, ensuring the demands and expectations of the team are met to their satisfaction and are balanced with the competing demands of communicating with other teams, service users and carers.
- Ability to organise and service meetings and events, both internally and with external agencies, co-ordinating attendees diaries, booking venues, assisting in preparing agendas, taking and circulating minutes.
- Demonstrable flexible approach and ability to work on own initiative.
- Ability to work under pressure and cope with constant demanding interruptions and other unpredictable and conflicting demands in a growing department with different work patterns, contracted hours and levels of responsibility providing a Trust, City and County-wide service.
- Ability to receive and communicate sensitive or contentious information in writing and orally.
- Ability to be highly empathetic towards the concern of people who use our services, their carers and families.
- Ability to receive and analyse sensitive information, sometimes complex or contentious and decide the most appropriate course of action.
- Experience of working in a customer facing role with an understanding of patient and carer involvement and experience priorities.
- Experience of dealing with conflicting/ distressing situations.
- Experience of collecting, analysing and reporting data .
- Experience of liaising with senior staff.
Desirable
- Ability to audio type and take minutes of meetings.
- Ability to supervise and manage staff.
- Experience of working in NHS services.
- Experience of auditing and reviewing own and others work.
Person Specification
Qualifications
Essential
- Recognised typing/word processing qualification or equivalent with advanced keyboard skills;
- NVQ 3 in Business Administration or equivalent Secretarial Qualification or experience;
- GCSE English Language level C or above, or equivalent qualification;
- Diploma level qualification in related subject.
Experience
Essential
- Good knowledge of MS Office applications, particularly Word, Excel and Outlook with the ability to input and maintain database and spreadsheets as well as produce presentations, newsletters, and briefings.
- Ability to work to tight deadlines, ensuring the demands and expectations of the team are met to their satisfaction and are balanced with the competing demands of communicating with other teams, service users and carers.
- Ability to organise and service meetings and events, both internally and with external agencies, co-ordinating attendees diaries, booking venues, assisting in preparing agendas, taking and circulating minutes.
- Demonstrable flexible approach and ability to work on own initiative.
- Ability to work under pressure and cope with constant demanding interruptions and other unpredictable and conflicting demands in a growing department with different work patterns, contracted hours and levels of responsibility providing a Trust, City and County-wide service.
- Ability to receive and communicate sensitive or contentious information in writing and orally.
- Ability to be highly empathetic towards the concern of people who use our services, their carers and families.
- Ability to receive and analyse sensitive information, sometimes complex or contentious and decide the most appropriate course of action.
- Experience of working in a customer facing role with an understanding of patient and carer involvement and experience priorities.
- Experience of dealing with conflicting/ distressing situations.
- Experience of collecting, analysing and reporting data .
- Experience of liaising with senior staff.
Desirable
- Ability to audio type and take minutes of meetings.
- Ability to supervise and manage staff.
- Experience of working in NHS services.
- Experience of auditing and reviewing own and others work.
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).
