Job summary
PALS Officer
Patient Experience and Liaison Service
Barnet Hospital
PALS Office
Band 5, Permanent Role
26.5 Hours per week
An exciting opportunity has arisen to join the existing Patient Advice and Liaison Service (PALS) as a PALS Officer. The successful applicant will join a friendly, busy team and be able to display empathy and kindness to support the PALS function for our Barnet Hospital site.
Main duties of the job
As well as having excellent interpersonal skills, the successful candidate will be expected to:
- Implement and adhere to the Trust's PALS Policy and ensure that all PALS concerns and enquiries are managed effectively and in line with our World Class Care Values and the principles, as set out in the job description.
- Build relationships, liaise with, and support managers and staff across the Trust to facilitate the management of PALS cases and contribute to a systematic process for learning and service improvement, as a result of the enquiries received.
- Resolve patient and carer concerns and enquiries quickly and efficiently and act as a catalyst for change.
- Build strong relationships with people who use our services, their families and carers; thus, gaining a better understanding and insight into their concerns.
- To work with the PALS Manager to contribute to the patient experience objectives and support improvements across the Trust.
About us
This is an exciting time to be working at the Royal Free London NHS Foundation Trust, one of the biggest NHS trusts in the UK, delivering care to more than 1.6 million people a year through our three main hospitals: Barnet, Chase Farm and Royal Free.
To find out more about working at Barnet Hospital please visit our website at: www.royalfree.nhs.uk/jobs
If you believe you meet the criteria of the person specification and would like to join our friendly team at Barnet Hospital, we would be interested in receiving your application.
Please refer to the job description and person specification for more information regarding the main duties of this role.
For further details about the role or for an informal chat, please contact either Stephanie Francis, on 020 216 4928 or by email at: stephanie.francis2@nhs.net, or alternatively, you can contact Anne Dell, on 07929 790 933 or by e-mail at: anne.dell@nhs.net
Job description
Job responsibilities
In addition to demonstrating the Trust values and the responsibilities of the job description and person specification, you should have proven experience of, and be able to demonstrate the following:
- Working in a PALS role or customer service environment, with direct public contact
- Working in an environment with conflicting pressures and changing workloads
- Experience of working in the NHS (preferable)
- Analytical and problem-solving skills
- Ability to collate data and extrapolate information
- Proficiency with Microsoft Word, Outlook, Excel
- Experience of databases and producing/designing reports from databases
- Ability to use own initiative to solve problems and work with minimal supervision as part of a team
- Excellent communication skills
- Effective written / keyboard skills
- Ability to deal with grieving, upset, stressed, vulnerable and angry complainants in a sensitive, compassionate, and calm manner
Job description
Job responsibilities
In addition to demonstrating the Trust values and the responsibilities of the job description and person specification, you should have proven experience of, and be able to demonstrate the following:
- Working in a PALS role or customer service environment, with direct public contact
- Working in an environment with conflicting pressures and changing workloads
- Experience of working in the NHS (preferable)
- Analytical and problem-solving skills
- Ability to collate data and extrapolate information
- Proficiency with Microsoft Word, Outlook, Excel
- Experience of databases and producing/designing reports from databases
- Ability to use own initiative to solve problems and work with minimal supervision as part of a team
- Excellent communication skills
- Effective written / keyboard skills
- Ability to deal with grieving, upset, stressed, vulnerable and angry complainants in a sensitive, compassionate, and calm manner
Person Specification
Royal Free World Class Values
Essential
- Demonstrable ability to meet the Trust Values
Education & professional qualifications
Essential
- Educated to GCSE or equivalent
Desirable
Experience
Essential
- Relevant demonstrable experience of working in a PALS role or customer service environment
- Experience working in an environment with conflicting pressures and changing workload
- Experience of working within a team and of developing good working relationships with internal and external staff at all levels
- Experience working within the NHS
- Experience of working across multiple sites
Desirable
- Experience of collating data and extrapolating information
- Demonstrates analytical and problem solving skills
- Broad understanding of the NHS
- Understanding of the NHS complaints procedure
Person Specification
Royal Free World Class Values
Essential
- Demonstrable ability to meet the Trust Values
Education & professional qualifications
Essential
- Educated to GCSE or equivalent
Desirable
Experience
Essential
- Relevant demonstrable experience of working in a PALS role or customer service environment
- Experience working in an environment with conflicting pressures and changing workload
- Experience of working within a team and of developing good working relationships with internal and external staff at all levels
- Experience working within the NHS
- Experience of working across multiple sites
Desirable
- Experience of collating data and extrapolating information
- Demonstrates analytical and problem solving skills
- Broad understanding of the NHS
- Understanding of the NHS complaints procedure
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).
