PALS Officer | Patient Experience & Resolution

Chesterfield Royal Hospital NHSFT; Chesterfield; On-site; GBP 22,000 - 28,000; Full time

Job summary

The Chesterfield Royal Hospital NHS Foundation Trust is seeking an enthusiastic PALS Officer to join the Patient Experience and Complaints Team for up to 6 months in a full-time role, with job share considered for the right candidate.

You will provide an impartial, personal and responsive PALS service to patients, relatives, carers and staff, handling queries and concerns and ensuring timely resolution of matters.

Qualifications

• Educated to GCSE standard (or equivalent) in English Language & Maths with excellent communication, customer care, IT and organisational skills.
• Outstanding interpersonal skills and a good telephone manner.
• Ability to work as part of a large multidisciplinary team.
• Good understanding of the NHS and experience of working with the public; experience of complaints handling systems desirable.

Responsibilities

• Act as a compassionate point of contact for patients and other users of Trust services.
• Operate a frontline, patient-facing service, taking details of complaints and raising these with relevant staff.
• Listen and respond to concerns of service users, explaining resolution options and outcomes sought.
• Obtain detailed information from service users, handling sensitive concerns with appropriate care.
• Ensure timely responses within Trust Policy timescales.
• Use the Trust’s Risk Management System to record enquiries from service users.
• Liaise with divisions to ensure timely and appropriate resolution for complainants.
• Attend meetings as appropriate to the role.
• Undertake regular data quality checks and generate robust reports.
• Provide data analysis and reporting related to complaints and responses.
• Support divisions to review and track complaints and facilitate access to advocacy or interpreting services.
• Support the Complaints Coordinator with education and training within the Trust.
• Promote the service to contribute to a learning culture and improve patient experience and safety.
• Support peer review processes for complaints.

Skills

Communication

Customer care

IT skills

Organisational skills

Interpersonal skills

Telephone manner

Teamwork

Education

GCSE English & Maths

Tools

Complaints management system

Job description

The Chesterfield Royal Hospital NHS Foundation Trust is seeking an enthusiastic PALS Officer to join the Patient Experience and Complaints Team for up to 6 months in a full-time role, with job share considered for the right candidate.

You will provide an impartial, personal and responsive PALS service to patients, relatives, carers and staff, handling queries and concerns and ensuring timely resolution of matters.