PALS Co-ordinator

SmartRecruiters, Inc.; Portsmouth; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

On-site Nursery

Wellness Centre (gym & pool)

Beach Hut access

Staff networks

Job summary

Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust are jointly seeking a Patient Advice & Liaison Service (PALS) Co-ordinator. You will listen to patients and raise issues with service design, sharing feedback with managers to improve care.

The role requires NVQ 3 or equivalent, GCSE level education, and proficiency with Microsoft Office; prior NHS experience is desirable. This is a full-time, permanent position based at a single or multi-site location.

Qualifications

• Experience in a busy customer service environment.
• Experience within NHS or Social Care environment is desirable.
• Excellent verbal, telephone and written communication skills.
• Demonstrate tact and diplomacy while maintaining confidentiality.

Responsibilities

• Serve as point of contact for service users by listening to concerns and experiences and escalating to the appropriate department.
• Work with staff and service managers to escalate complaints for investigation.
• Ensure PALS data is entered on the trust's database and used to drive improvements.
• Support patients and carers to ensure concerns are managed effectively and learning is captured.

Skills

Customer service

Communication

Interpersonal skills

Education

NVQ 3 or equivalent

GCSE level or equivalent

Proficient in Microsoft Office

Tools

MS Office

Job description

• Weekly Hours / Programmed Activities: 37.5
• Salary Band: Band 3
• Staff Group: Administrative and Clerical
• Contract Type: Permanent
• Job Area: Admin and Corporate

Company Description

Working as a partnership, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this.

The single corporate service is delivered across both organisations. 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.

Job Description

NHS Band 3Salary: £25,760 - £27,476 per annum

Hours Per Week: Full time37.5

ContractType: Permanent

An exciting opportunity has arisen within the Experience of Care Team for a Patient Advice & Liaison Service (PALS) Co-Ordinator.

We are seeking to appoint a highly motivated team player, who is eager to take on new challenges, to join our small team. The postholder will act as a point of contact for service users by listening to patients' concerns, worries, fears, suggestions and experiences and raise these with people who design and manage services. You will work with staff and service managers by escalating complaints to the appropriate department or manager for investigation.

Excellent communication and negotiation skills are essential, as is an understanding of the health and social care issues affecting our population.

The postholder will be responsible for ensuring data regarding PALS enquiries are recorded on the trust’s database and ensure feedback is used to drive continuous improvements in care.

As an organised, dynamic and compassionate person, the focus of this role will be to support patients and carers to ensure that their concerns are managed appropriately, and that the Trust is learning from this valuable feedback, not the investigative process.

The postholder should be educated to NVQ 3 or equivalent with previous experience of working in the NHS and should have an ability to liaise effectively, with an understanding of person centred approaches to ensure good outcomes for patients, their families and carers.

This is an excellent opportunity to support those who use NHS services, identifying any gaps in services to help bring about changes to the way that services are delivered.

If you have excellent communication and interpersonal skills, are passionate about improving the patient experience and want to support the trust with learning from feedback, then this post is for you.

For a full list of roles and responsibilities, please refer to enclosed job description .

Interviews to be heldthe first week of November (Date TBC)

For more information, please contact Laura White, Head of Experience of Care on 02392 286000 ext 6363

Qualifications

• NVQ 3 or equivalent
• Educated to GCSE level or equivalent experience.
• Proficient in the use of Microsoft Office programmes

Experience & Skills and Knowledge

• Experience of working in a busy customer service environment
• Experience of working within an NHS or Social Care environment
• Excellent verbal, telephone. and written communication skills
• Excellent interpersonal skills
• Demonstrate tact and diplomacy when dealing with highly sensitive issues and maintain confidentiality.
• Problem solving skills and ability to respond to sudden unexpected demands.
• Ability to deal with distressing circumstances and challenging situations

Additional Information

The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and DisAbility, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.