PALS & Patient Experience Specialist

Sandwell & West Birmingham NHS Trust; Smethwick; On-site; GBP 28,000 - 36,000; Full time

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

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.