PALS Officer

Job summary

The post holder will contribute to the operational management of Patient Advice and Liaison (PALS) enquiries and concerns received from patients and service users, in person, via telephone and via email. They will support facilitation of early resolution to queries and concerns and minimise the risk of enquiries escalating via the formal complaint route. The PALS Officer will act as the link between the patient/service user and staff members to enable resolution to be reached. The post is based within the Complaint and PALS team, which sits within the wider Patient Experience Team.

The post holder, along with team members, will be responsible for the day to day operational delivery of the service.

Main duties of the job

To support the provision of a personal, visible and accessible Patient Liaison and Advice Service

To receive concerns, compliments and feedback from patients, carers and visitors

To accurately record all contacts, interventions and outcomes on to the Trust's risk management system (QSAFE)

To communicate with patients, carers and visitors either face to face, via email or by telephone to discuss their concerns and identify the best means of resolution

To offer practical advice and support to patients, carers and visitors

To be responsible for escalating a concern where patient safety is at risk

To provide non-clinical advice to patients, carers and visitors

To actively promote the Patient Advice and Liaison Service through the distribution of literature and ensuring that literature is kept up to date

To contribute to ensuring that Trust website information about the service is up to date, and to add and amend information as necessary

To contribute to the monitoring and analysis of themes and trends of enquiries and concerns.

About us

We want to attract the best and brightest people to work with us and that means we will look after you from the moment you apply for a role at the Trust and throughout your career with us. Our staff are central to everything we do, and we believe that investing in you is crucial if we want to enable you to reach your full potential.

Job responsibilities

Band 3 PALS Officer required 37.5 hours per week

An exciting opportunity has arisen within our Patient Advice and Liaison Services (PALS) Team.

Using empathy and compassion and, in accordance with data protection and confidentiality regulations, you will provide a frontline problem-solving and signposting service for patients, carers and visitors to the Trust, sometimes facing challenging discussions. You will be able listen to concerns raised and act quickly, liaising with Trust staff to find local resolution where possible, thus avoiding escalation to a formal complaint.

Excellent communication and customer service skills are required.

For more information, please contact Freya Meikle, Complaints and PALS Manager [email protected]

Person specification

Qualifications

Essential

• o5 GCSEs or equivalent, including English to a high standard
• oGood general education

Desirable

• oCommunications skills training
• oConflict Resolution training
• oWorking in a healthcare environment

Knowledge

Essential

• oManaging difficult situations
• oWorking with members of the general public

Desirable

• oWorking in a healthcare environment

Skills

Essential

• oExcellent communication skills, including telephone communication
• oIT skills, including working with databases
• oAbility to respond to senior clinicians to reach a satisfactory resolution
• oAbility to work under pressure and to strict timescales