Job summary
An exciting prospect for 2 PALS Officers to join our already established PALS team has become available.
The post holders will assist with bringing about quick and informal resolution of problems and concerns raised by our patients, their families and carers through liaison with Trust staff and other external agencies. They will be responsible for signposting the general public to information about local healthcare services.
Main duties of the job
The successful candidates will need to be very well organised, be able to work under their own initiative and cope with changing priorities and demands. The post also requires strong negotiation skills and involves working to tight deadlines. A keen eye for detail is also an essential in order to ensure that PALS queries are speedily resolved.
We are looking for people who have a passion for change who will help ensure that learning and actions from concerns are put into practice.
The postholders will be required to run PALS surgeries across our hospital sites and will need to be able to travel cross-site. Long term however we will be looking for the post holders to be located at our Central Middlesex Hospital site. It is therefore essential that the successful candidate possesses a full driving licence or access to alternative travel.
Reporting into the Complaints & PALS Manager, the post holders will ideally have experience in working within the NHS or a strong customer service background.
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark's Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job description
Job responsibilities
To view the main responsibility, please see the attached the Job Description and Person Specification.
Job description
Job responsibilities
To view the main responsibility, please see the attached the Job Description and Person Specification.
Person Specification
Education and Qualifications
Essential
- Educated to A-level or equivalent combination of education and/or experience
Desirable
Knowledge and Experience
Essential
- Experienced in the use of Word, Excel, PowerPoint, Outlook, internet and database management plus RSA II Minimum or equivalent experience.
- Previous experience of a customer care related role.
- Knowledge of Data Protection 2018 or Freedom of Information Act 2000 legislation.
- Knowledge of the NHS formal complaints process
Desirable
- Previous experience of Supervising others/ the work of others.
- Previous Office/Administrative experience in an NHS environment.
Skills, Abilities and Attributes
Essential
- Good standard of literacy and numeracy and attention to detail.
- Ability to assimilate information quickly, to assess a situation and address it appropriately.
- Ability to communicate confidently with public and staff at all levels.
- Ability to explain information to others according to their knowledge and understanding.
- Able to prioritise competing demands, work well under pressure and adhere to tight deadlines.
- Excellent interpersonal and customer care skills.
- Sound administrative, organisational, secretarial and computing skills.
- Confident, efficient and professional in his/ her approach to all work.
- Excellent communication skills, both in writing and verbally (telephone & face to face).
- Deal tactfully and diplomatically in a professional and empathetic manner with distressed patients/carers and members of the public.
- Assertiveness/ability to deal with difficult people and situations.
- Use own initiative.
- Ability to listen, share, give and receive support, advice and understanding and respect the roles and responsibilities of other team members.
- Able to function effectively as part of a Team.
Desirable
Person Specification
Education and Qualifications
Essential
- Educated to A-level or equivalent combination of education and/or experience
Desirable
Knowledge and Experience
Essential
- Experienced in the use of Word, Excel, PowerPoint, Outlook, internet and database management plus RSA II Minimum or equivalent experience.
- Previous experience of a customer care related role.
- Knowledge of Data Protection 2018 or Freedom of Information Act 2000 legislation.
- Knowledge of the NHS formal complaints process
Desirable
- Previous experience of Supervising others/ the work of others.
- Previous Office/Administrative experience in an NHS environment.
Skills, Abilities and Attributes
Essential
- Good standard of literacy and numeracy and attention to detail.
- Ability to assimilate information quickly, to assess a situation and address it appropriately.
- Ability to communicate confidently with public and staff at all levels.
- Ability to explain information to others according to their knowledge and understanding.
- Able to prioritise competing demands, work well under pressure and adhere to tight deadlines.
- Excellent interpersonal and customer care skills.
- Sound administrative, organisational, secretarial and computing skills.
- Confident, efficient and professional in his/ her approach to all work.
- Excellent communication skills, both in writing and verbally (telephone & face to face).
- Deal tactfully and diplomatically in a professional and empathetic manner with distressed patients/carers and members of the public.
- Assertiveness/ability to deal with difficult people and situations.
- Use own initiative.
- Ability to listen, share, give and receive support, advice and understanding and respect the roles and responsibilities of other team members.
- Able to function effectively as part of a Team.
Desirable
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).
