Job summary
We are excited to advertise the new position of a PART-TIME (26 hours / week) Senior PALS Officer to join our Patient Advice and Liaison Service (PALS).
This is an exciting opportunity for someone who is passionate and experienced in customer care to join the PALS Team. This newly created role will suit someone who is highly motivated and looking for an opportunity to make a difference to our patients.
The Patient Advice and Liaison Service (PALS) team operates in a very busy working environment and are a key part of the Trusts wider Clinical Governance Team. PALS offer an informal, impartial and service for patients, relatives and carers who may need advice, support or information. PALS will liaise with staff across our trust to address concerns about the care we provide in an empathetic, efficient and professional manner.
Main duties of the job
The Senior PALS Officer will have operational responsibility for the PALS team in the absence of the PALS Manager, so this will be a busy but very rewarding role. You will have the opportunity to share your knowledge and put your leadership skills into practice to provide clear direction and support to the team.
The post holder must have experience in dealing with concerns, complaints handling and/or experience of working at a senior level in customer services although candidates with a clear set of transferable skills (that are demonstrated in the supporting information) will also be considered.
The post holder will also need to be able to collate and analyse PALS data to identify trends and be part of the wider team who will support divisions to drive through improvement so we keep growing and learning as a Trust.
If these are the skills you possess and you are interested in a challenging but rewarding role, we encourage you to apply.
Please ensure that your personal statement in your application form, clearly addresses each point in the person specification showing how your experience and skills make you the right person for the role.
If you would like to find out a little more about the Patient Advise and Liaison Service and how we currently operate please email Charlotte Merriman or Tracey ButlerTracey.butler5@nhs.net - to arrange a telephone conversation or a Teams Meeting. You can also find out more about our PALS team on the Trust website
About us
Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.
Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.
The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester
Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.
We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.
Our objectives are simple:
- Best services for local people
- Best experience of care and best outcomes for our patients
- Best use of resources
- Best people
Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.
We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.
Job description
Job responsibilities
Working with the PALS Manager and PALS Officers you will liaise with front-line staff (ward managers, matrons and departmental managers) to facilitate a real-time response to concerns and issues raised by patients, carers, relatives; supporting open communication and reducing the need for a referral through the formal complaints procedure.
You will assist the PALS Manager, Team Leader for PALS and Complaints and other senior colleagues in collating information and data to produce reports in advance of meetings. The Senior PALS Officer will also be responsible for analysing data and producing reports for use by the team, divisions and Trust.
You will use the Generic PALS email account, to provide written advice and support to patients and relatives, action specific questions raised by relatives which may include dealing with complex, sensitive and sometimes conflicting information whilst dealing with distressed service users and their families in potentially distressing situations.
You will provide support, guidance and advice to the PALS Officers. In the absence of the PALS Manger, the post holder will be responsible for the smooth running of the team and promote that the Trust complies with its strategy of Putting Patients First helping to develop, share and promote best practice to resolve problems and improve service delivery.
Job description
Job responsibilities
Working with the PALS Manager and PALS Officers you will liaise with front-line staff (ward managers, matrons and departmental managers) to facilitate a real-time response to concerns and issues raised by patients, carers, relatives; supporting open communication and reducing the need for a referral through the formal complaints procedure.
You will assist the PALS Manager, Team Leader for PALS and Complaints and other senior colleagues in collating information and data to produce reports in advance of meetings. The Senior PALS Officer will also be responsible for analysing data and producing reports for use by the team, divisions and Trust.
You will use the Generic PALS email account, to provide written advice and support to patients and relatives, action specific questions raised by relatives which may include dealing with complex, sensitive and sometimes conflicting information whilst dealing with distressed service users and their families in potentially distressing situations.
You will provide support, guidance and advice to the PALS Officers. In the absence of the PALS Manger, the post holder will be responsible for the smooth running of the team and promote that the Trust complies with its strategy of Putting Patients First helping to develop, share and promote best practice to resolve problems and improve service delivery.
Person Specification
Experience
Essential
- 1. Experience producing reports and analysing data.
- 2. Experience in conflict resolution and managing challenging behaviour. 3. Experience working in a demanding environment.
- 4. Experience of working in a team environment, providing support and encouraging colleagues
- 5. Experience taking on senior responsibilities in a team.
- 6. Experience in developing effective working relationships including with senior management or exec board level
- 7. Experience communicating sensitive or contentious information
Desirable
- 1. Experience working in a PALS or Complaints service.
- 2. Experience working in the NHS.
- 3. Experience working with hospital systems including Datix.
- 4. Experience developing and delivering training.
- 5. Experience coaching or mentoring others
Qualifications
Essential
- Minimum 5 GCSE grades (C or above or equivalent)
- Must include English GCSE (Pass)
- A Level or equivalent qualification/experience
Desirable
skills and Knowledge
Essential
- 1.Excellent knowledge of Microsoft office suite, and keyboard skills
- 2.Knowledge of the NHS and Trusts Complaints Procedure and PALS service.
- 3.Excellent verbal and written communication skills
- 4.Strong time keeping skills, with ability to meet deadlines and prioritise tasks.
- 5.Excellent listening and analytical skills
- 6.Ability to develop / maintain a database.
- 7.Ability to derive information from complex or contentious sources such as letters, emails or telephone calls.
- 8.Knowledge of GDPR, data protection and confidentiality
Desirable
- 1.Ability to communicate medical and nursing terms effectively to non-medical / nursing staff and users
- 2.Knowledge of potential risk factors when considering safeguarding concerns relating to vulnerable adults and children
Person Specification
Experience
Essential
- 1. Experience producing reports and analysing data.
- 2. Experience in conflict resolution and managing challenging behaviour. 3. Experience working in a demanding environment.
- 4. Experience of working in a team environment, providing support and encouraging colleagues
- 5. Experience taking on senior responsibilities in a team.
- 6. Experience in developing effective working relationships including with senior management or exec board level
- 7. Experience communicating sensitive or contentious information
Desirable
- 1. Experience working in a PALS or Complaints service.
- 2. Experience working in the NHS.
- 3. Experience working with hospital systems including Datix.
- 4. Experience developing and delivering training.
- 5. Experience coaching or mentoring others
Qualifications
Essential
- Minimum 5 GCSE grades (C or above or equivalent)
- Must include English GCSE (Pass)
- A Level or equivalent qualification/experience
Desirable
skills and Knowledge
Essential
- 1.Excellent knowledge of Microsoft office suite, and keyboard skills
- 2.Knowledge of the NHS and Trusts Complaints Procedure and PALS service.
- 3.Excellent verbal and written communication skills
- 4.Strong time keeping skills, with ability to meet deadlines and prioritise tasks.
- 5.Excellent listening and analytical skills
- 6.Ability to develop / maintain a database.
- 7.Ability to derive information from complex or contentious sources such as letters, emails or telephone calls.
- 8.Knowledge of GDPR, data protection and confidentiality
Desirable
- 1.Ability to communicate medical and nursing terms effectively to non-medical / nursing staff and users
- 2.Knowledge of potential risk factors when considering safeguarding concerns relating to vulnerable adults and children
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.
