PALS Officer

Sandwell & West Birmingham NHS Trust

Smethwick

On-site

GBP 28,000 - 36,000

Full time

3 days ago

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Job summary

Sandwell and West Birmingham NHS Trust in the West Midlands is seeking a PALS officer to act as a visible contact point for patients, relatives and carers, helping resolve concerns and queries about the Trust’s services.

You will deliver compassionate support, manage a fast‑paced caseload, keep accurate records in Datix, and refer matters to the Complaints & PALS Manager when appropriate to improve services and patient experience.

Qualifications

Responsibilities include delivering caring and compassionate advice and support to patients, relatives and carers, often in distressing circumstances.

Responsibilities

Deliver caring and compassionate advice and support to patients, relatives and carers, often in distressing circumstances over the telephone or face to face.
Work as part of a team to effectively manage a complex caseload in a fast-paced environment, delivering an excellent user experience whilst achieving challenging timeliness targets.
Maintain accurate electronic case records on the Trust’s case management system (Datix).
Work closely with the wider services/ clinicalgroups, providing insight to aid service improvements.
To act as a facilitator in relation to the concerns of patients, theircarersand families, negotiating immediate solutions or resolution of issues as speedily as possible.
Additionally, to refer such matters to the Complaints & PALS Manager when appropriate.
To refer patients on to external agencies either where requested to do so or where PALS feels this is appropriate.
To provide non-clinical advice or information to patients/relatives/carers such as providing advise on how to access services/access healthcare advice.
To provide accurate information about the Trust, the NHS and other appropriateorganisationsto patients,carersand relatives including how to make a complaint about the services the Trust provides.
To identify with patients andcarersareasthat requirechange, and refer these to the appropriate professionals, in order to resolve problems and change practice where appropriate.
To support Group Associate Director of the Service in patient involvement activities, including the Trust’s Patients Panel and other project-based work.
To deliver PALS training to Trust staff as necessary.
To work with Trust volunteers in support of patient experience activities
To act as a visible contact point for patients, theircarersand families.

Job description

PALS act on behalf of patients’ and their families and carers, liaisingwith staff, managers and where appropriate, other relevant organisations, to help resolve concerns and queries.

The PALS officer will need to help resolve any concerns or enquiries patients, relatives,carersand staffmay have with any aspect of the Trust’s services. The post holder will:

Deliver caring and compassionate advice and support to patients, relatives and carers, often in distressing circumstances over the telephone or face to face.
Work as part of a team to effectively manage a complex caseload in a fast-paced environment, delivering an excellent user experience whilst achieving challenging timeliness targets.
Maintain accurate electronic case records on the Trust’s case management system (Datix).
Work closely with the wider services/ clinicalgroups, providing insight to aid service improvements.
To act as a facilitator in relation to the concerns of patients, theircarersand families, negotiating immediate solutions or resolution of issues as speedily as possible.
Additionally, to refer such matters to the Complaints & PALS Manager when appropriate.
To refer patients on to external agencies either where requested to do so or where PALS feels this is appropriate.
To provide non-clinical advice or information to patients/relatives/carers such as providing advise on how to access services/access healthcare advice.
To provide accurate information about the Trust, the NHS and other appropriateorganisationsto patients,carersand relatives including how to make a complaint about the services the Trust provides.
To identify with patients andcarersareasthat requirechange, and refer these to the appropriate professionals, in order to resolve problems and change practice where appropriate.
To support Group Associate Director of the Service in patient involvement activities, including the Trust’s Patients Panel and other project-based work.
To deliver PALS training to Trust staff as necessary.
To work with Trust volunteers in support of patient experience activities
To act as a visible contact point for patients, theircarersand families.

Sandwell and West Birmingham NHS Trust (SWB) serves Birmingham and the Black Country – one of the country’s most culturally diverse areas. It’s a friendly and welcoming place – a place where you can belong, and a place where you can grow.

We care for our patients, we care about our population, and we care about our people.

Our values – Ambition, Respect and Compassion – are at the heart of who we are. They guide us every step of the way; how we work with each other, and how we look after our patients and their families; how we respect and value the rich diversity of our team and our community.

Our Trust has always aspired to be more than a hospital, more than a healthcare provider. Our purpose is “Improve the Life Chances and Health Outcomes of our Population.” It is what inspires, drives, and unites us every day. It’s what makes us unique.

We want working at SWB to feel like more than just a job. We want our Trust to be a place where you can feel you belong. A place where you feel happy, safe, and rewarded. A place where you can develop your career in whatever way you choose. When we say we’re ‘with you all the way’ we want you to know that we mean it. Visit the SWB website to find out more about our ambitions and people plans.

For further details / informal visits contact: Name: Jill Faulkner Job title: Group Associate Director of Patient Experience Email address: jill.faulkner1@nhs.net Telephone number: 01384 321035

01384 321035 - Ext: 3200

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