PALS & Patient Experience Liaison

Liverpool University Hospitals NHS Foundation Trust; Liverpool; On-site; AUD 40,000 - 51,000; Full time

Job summary

Liverpool University Hospitals NHS Foundation Trust is seeking a PALS assistant to support patients, carers and relatives with complaints, enquiries and concerns. You will signpost and resolve issues with empathy, working closely with the Patient Advice and Liaison Officers and Complaints Coordinators to ensure timely actions.

The role involves handling sensitive information, providing weekly and quarterly reports, and maintaining an effective escalation process within the NHS complaints

Responsibilities

• Signpost patients and visitors to relevant wards/departments and agencies.
• Deal with verbal concerns face to face and on the telephone with empathy and sensitivity.
• Handle angry and/or abusive complainants with tact.
• Identify concerns, gather details and provide support to resolve locally.
• Ensure follow-up calls to confirm actions are completed.
• Maintain Datix data entry and produce weekly/monthly/quarterly reports.

Job description

Liverpool University Hospitals NHS Foundation Trust is seeking a PALS assistant to support patients, carers and relatives with complaints, enquiries and concerns. You will signpost and resolve issues with empathy, working closely with the Patient Advice and Liaison Officers and Complaints Coordinators to ensure timely actions.

The role involves handling sensitive information, providing weekly and quarterly reports, and maintaining an effective escalation process within the NHS complaints