PALS Officer

James Paget University Hospitals NHS Foundation Trust; Great Yarmouth; On-site; GBP 23,000 - 29,000; Full time

Job summary

James Paget University Hospitals NHS Foundation Trust is seeking a PALS Officer to support the operational delivery of the Patient Advice and Liaison service within the Complaint and PALS team at the hospital.

You will handle patient and service user enquries in person, by phone and email, record interactions on QSAFE and escalate concerns when patient safety is at risk, while providing non-clinical advice and ensuring information is current on Trust materials and website.

Qualifications

• Provide premier Patient Advice and Liaison services
• Strong communication and listening skills
• Ability to work collaboratively with clinical and non-clinical staff

Responsibilities

• Support a personal, visible and accessible PALS service
• Receive concerns, compliments and feedback from patients and visitors
• Record all contacts and outcomes on the Trust's QSAFE system
• Discuss concerns with patients and carers via face-to-face, email or telephone to identify resolution
• Escalate concerns when patient safety is at risk
• Provide non-clinical information and guidance to patients and carers
• Promote the PALS service and keep literature up to date
• Contribute to maintaining and updating Trust website information about the service
• Help monitor themes and trends from enquiries and concerns

Job description

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.

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.