Patient Advice & Liaison Service (PALS) Manager

Job summary

An exciting opportunity has arisen to lead the Patient Advice and Liaison Service (PALS) at UCLH. Working within the Chief Nurse Division, the post holder will ensure we provide high-quality, effective, and efficient PALS service. The post holder will be responsible for the development, implementation, and continuous improvement of PALS systems and processes, ensuring a responsive, accessible, and patient-centred service for patients, families, carers, and members of the public across all Trust sites.

Main duties of the job

The post holder will line manager the PALS team and provide specialist advice, guidance, and support to staff and divisional management teams on all matters relating to PALS and will hold operational responsibility for the day-to-day management of PALS.

The post holder will ensure that the service is responsive to the needs and concerns of patients, families, carers, and the public, supporting the early resolution of concerns and facilitating improvements in patient experience and service delivery and ensuring the patient voice is used to inform quality improvement initiatives.

About us

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:o University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)o National Hospital for Neurology and Neurosurgeryo Royal National ENT and Eastman Dental Hospitalso University College Hospital Grafton Way Buildingo Royal London Hospital for Integrated Medicineo University College Hospital Macmillan Cancer Centreo The Hospital for Tropical Diseaseso University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.

Job responsibilities

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.Come and be a part of the best NHS trust in England to work for, according to our staff** UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the third year in a row.UCLH recognises the benefits of flexible working for staff To find out more, visit: Flexible working. To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?

Person specification

Knowledge and Qualifications

Essential

• Educated to degree level or relevant experience in the field of quality and patient experience/ customer service
• Evidence of continuing professional development
• Management / Leadership qualification
• Project management qualification or relevant experience
• Knowledge and understanding of statutory and regulatory, guidance and best practice frameworks requirements for quality & patient experience.
• Knowledge of risk management

Experience

Essential

• Line management experience
• Previous experience of managing a PALS or other customer facing service
• Experience of delivering improvement programmes.
• Knowledge and awareness of the NHS Complaints Regulations (2009) and related guidance.

Desirable

• Previous experience within the NHS

Skills and Abilities

Essential

• Strong interpersonal skills demonstrating the ability to communicate in difficult and emotional situations with empathy and professionalism with all stakeholders.
• Ability to work as part of a team and organise fluctuating workload around competing priorities.
• Competent in the use of IT software systems and handling sensitive personal identifiable data.
• Ability to analyse data and write committee level reports.
• Highly organised and able to manage own workload and that of others
• Ability to adapt as business priorities change
• Ability to meet deadlines and complete tasks within agreed time scales.
• Problem solving, showing innovation and creativity

Communication

Essential

• Excellent interpersonal, verbal and written communication and listening skills.
• Ability to write reports for senior managers and trust wide groups.
• Demonstrate ability to lead, motivate and influence individuals both within and external to the organisation.

Personal and People Development

Essential

• Team orientated and able to work autonomously.
• Principles of effective people management.

Responsibilities towards promoting Equality Diversity and Inclusion

Essential

• Understanding of the Equality, Diversity, and Inclusion and/or Knowledge of the NHS obligations under the Equality Act 2010 and the Public Sector Equality Duties