Job summary
The PALS officer works with patients, carers and relatives to resolve queries, concerns and issues regarding care, information they receive, or provide information that may be required.
PALS is an essential first step in resolving concerns raised to the Trust, preventing escalation to formal complaints.
Main duties of the job
An opportunity has arisen for a skilled PALS Officer with a commitment to improving the patient experience.
Working as part of the team, the PALS Officer will be an excellent and experienced communicator and will assist in providing a visible and highly effective Patient Advice and Liaison Service for the Trust.
You must be experienced in providing front-line support for members of the public seeking advice and assistance, either by telephone or face-to-face. You will have dealt with challenging and sometimes sensitive situations in a previous role and have a proven history of resolving complaints and issues successfully.
Experience within citizens advice or the NHS in a PALS or complaints role will be an advantage.
The successful applicant will be capable of managing a caseload independently and analysing problems presented to the team by patients and relatives. You will be kind, caring, and articulate and have the ability to remain calm under pressure. Knowledge of MS Office and a high level of written correspondence experience is essential, as is a dedicated and flexible approach to team working.
* The post will close on the closing date stated at midnight *
About us
Listen to why colleagues think we are a great place to work! -https://bit.ly/3DNEQfD
What does Buckinghamshire Healthcare NHS Trust offer you?
- As part of our BHT family, you'll benefit from learning and development opportunities to support your career progression.
- We offer flexible and agile workingopportunities,alongside your NHS benefits ofgenerous annual leave entitlement, pension andaccess toNHS discount schemes.
- We provide a range of health and wellbeing services to promote a healthy, happy workforce.
Why work for us?
- We'recommitted to promoting inclusion and making sure all colleagues feel they belong. We encourage new colleagues from a diverse range of backgrounds to apply.
- As an employer, we aim to create a workplace where differences are valued, and colleagues treat one another with dignity and respect.
- Greater diversity withinourBHT familyimprovespositive outcomes for the people and communities we serve.
What do we stand for?
- Our vision is to provide outstanding care, support healthy communities and be a great place to work.
- Our mission is to provide personal and compassionate care every time.
- Our CARE values are collaborate, aspire, respect and enable.
Job description
Job responsibilities
For a comprehensive list of responsibilities and duties, please kindly refer to the Job Description and Person Specification by downloading the JD and PS attachment in the advert.
If you are an internal applicant there is the option for secondment, all applicants must have the endorsement/support of their line manager prior to application.
Job description
Job responsibilities
For a comprehensive list of responsibilities and duties, please kindly refer to the Job Description and Person Specification by downloading the JD and PS attachment in the advert.
If you are an internal applicant there is the option for secondment, all applicants must have the endorsement/support of their line manager prior to application.
Person Specification
EDUCATION, QUALIFICATIONS & TRAINING
Essential
- Evidence of working In the area of NHS PALS / Advice Services with evidence of relevant short courses and self-study.
Desirable
- Degree Level or equivalent experience
SKILLS, ABILITIES & KNOWLEDGE
Essential
- Excellent communication skills
- Evidence of working in a public facing role
- Excellent organisational skills
- Ability to work autonomously and manage own caseload.
EXPERIENCE
Essential
- Experience of dealing with conflict situations, facilitating resolution and identifying solutions
- Experience of working with patients and the public in an advisory capacity
- Understanding of patient and public involvement, patient liaison, claims and formal complaints within the NHS
- An excellent understanding of confidentiality and consent issues
- Experience of using Datix or similar software databases
SPECIAL CIRCUMSTANCES
Essential
- Ability to travel across sites
Person Specification
EDUCATION, QUALIFICATIONS & TRAINING
Essential
- Evidence of working In the area of NHS PALS / Advice Services with evidence of relevant short courses and self-study.
Desirable
- Degree Level or equivalent experience
SKILLS, ABILITIES & KNOWLEDGE
Essential
- Excellent communication skills
- Evidence of working in a public facing role
- Excellent organisational skills
- Ability to work autonomously and manage own caseload.
EXPERIENCE
Essential
- Experience of dealing with conflict situations, facilitating resolution and identifying solutions
- Experience of working with patients and the public in an advisory capacity
- Understanding of patient and public involvement, patient liaison, claims and formal complaints within the NHS
- An excellent understanding of confidentiality and consent issues
- Experience of using Datix or similar software databases
SPECIAL CIRCUMSTANCES
Essential
- Ability to travel across sites
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).
