PALS Co-ordinator

Isle of Wight NHS Trust

The closing date is 31 December 2024

Job summary

INTERNAL IOW AND PHU NHS APPLICANTS ONLY

The post holder will be the first point of contact for the Trust's Patient Advice & Liaison Service. Providing high level customer service to patients, relatives, and visitors, offering advice, sign posting, information and timely resolution to patients and service users with enquiries or concerns.

Our vision for Single Corporate Services Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care.

This vacancy is part of the Single Corporate Services Division.

The single corporate service is delivered across both organisation. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.

Please note, this position has also been advertised on the Portsmouth Hospitals University NHS Trust jobs page. If you are interested in this position and wish to apply, there is no requirement for you to submit two separate applications.

Main duties of the job

Position Type: Full-time, 37.5 hours per week

Salary: £24,071 - £25,674 per annum

To provide an empathetic and responsive advice service to patients and service users.

Respond to enquiries independently where able to

To frequently communicate with patients andservice users in person, on the telephone and via written communication.

To work as part of a team, communicating with the Patient Experience team and ensuring a joined-up approach to improve the experience of patients and their families at the Trust.

To escalate enquiries to the Patient Experience Lead where appropriate. The post holder should be able to recognise when to refer enquiries to clinical staff (this is a non-clinical post and the post holder is therefore not permitted to give clinical information, e.g. test results).

Demonstrate exceptional verbal communication skills, with the ability to adjust communication styles to meet the need of the audience.

Use tact, diplomacy, and persuasion to maintain effective working relationships with clinical and non-clinical staff to facilitate resolution of concerns.

Deal compassionately but assertively with challenging people.

Be able to cope with emotionally demanding and challenging people on a frequent basis.

About us

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust's beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

Our 2020-2025 strategy sets out to ensure that we continue to be a provider of excellent and compassionate care. As part of this strategy, we are proactively taking steps to ensure that we recruit and retain the highest quality of talent to provide CARE and we would welcome applications from under-represented groups to ensure our Trust is an inclusive and diverse employer.

Date posted

17 December 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year pro rata, per annum

Contract

Permanent

Working pattern

Full-time

Reference number

470-24-0034-COR

Job locations

St Mary's Hospital

Newport

Isle of Wight

PO30 5TG

Job description

Job responsibilities

Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.

For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.

Job description

Job responsibilities

Person Specification

Qualifications and Experience

Essential

Educated to GCSE level or equivalent experience.
Proficient in the use of Microsoft Office programmes
Experience of working in a busy customer service environment
Experience of working within an NHS or Social Care environment

Desirable

Knowledge of Minestrone, PAS, Datix and other Trust data systems
Understanding of the NHS and organisation
Experience of working within an acute NHS Trust
Completion of conflict resolution training or similar

Person Specification

Qualifications and Experience

Essential

Educated to GCSE level or equivalent experience.
Proficient in the use of Microsoft Office programmes
Experience of working in a busy customer service environment
Experience of working within an NHS or Social Care environment

Desirable

Knowledge of Minestrone, PAS, Datix and other Trust data systems
Understanding of the NHS and organisation
Experience of working within an acute NHS Trust
Completion of conflict resolution training or similar

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.

Certificate of Sponsorship

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