Patient Advice and Liaison Service (PALS) Officer

Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust; Doncaster; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

NHS Pension Scheme

Generous holiday entitlement

Comprehensive health and wellbeing"

NHS Car Lease schemes

Salary sacrifice scheme

Discounts on restaurants, getaways,购物,

Extensive learning opportunities

Job summary

Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust is seeking a compassionate PALS Officer to lead the Patient Advice and Liaison Service. You will be the first point of contact for patients, families and the public raising concerns, seeking information or providing feedback about Trust services.

You will manage concerns from receipt through to resolution, working with clinical and managerial colleagues to achieve timely, patient-centred outcomes and identify themes to improve

Qualifications

• Strong communication, problem-solving and customer service skills.
• Experience handling sensitive situations professionally.
• Experience in a patient-facing healthcare or public service environment.

Responsibilities

• Manage a caseload of patient concerns from receipt to resolution.
• Provide confidential advice, support and signposting to patients, relatives and carers.
• Investigate concerns and facilitate communication between patients and healthcare staff.
• Maintain accurate records, identify themes and trends, and contribute to complaints governance and quality improvement processes.

Skills

Communication

Customer service

Problem solving

Interpersonal skills

Job description

We are looking for a compassionate, proactive and highly organised PALS Officer to join our Patient Advice and Liaison Service (PALS) team at DBTH In this rewarding role, you will be the first point of contact for patients, families, carers and members of the public who wish to raise concerns, seek information or provide feedback about Trust services.

Working across the Trust, you will manage a caseload of patient concerns from initial contact through to resolution, providing advice, support and signposting while working closely with clinical and managerial teams to achieve timely outcomes. You will play a key role in improving patient experience, identifying themes and learning opportunities, and supporting the Trust's complaints and governance processes.

This is an excellent opportunity for an individual with strong communication, problem-solving and customer service skills who is passionate about delivering person-centred care and ensuring that patients' voices help shape and improve services., As a PALS Officer, you will be the first point of contact for patients, relatives, carers and members of the public seeking advice, raising concerns or providing feedback about Trust services. You will manage concerns from receipt through to resolution, working closely with clinical teams and managers to achieve timely, patient-centred outcomes.

You will provide confidential advice and support, investigate concerns, facilitate communication between patients and healthcare staff, and help identify opportunities to improve patient experience. The role also involves maintaining accurate records, identifying themes and trends, and contributing to the Trust's complaints, governance and quality improvement processes.

We are seeking an empathetic, resilient and organised individual with excellent communication and interpersonal skills. You will have experience handling sensitive situations professionally, building effective relationships, and delivering high-quality customer service in a patient-facing, healthcare or public service environment.

The successful candidate will be able to manage competing priorities, communicate effectively both verbally and in writing, and demonstrate a commitment to improving patient experience and ensuring patients' voices are heard.

DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.

At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions.

As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.

We offer a range of benefits to support our people including:

• o Extensive range of learning opportunities
• o NHS Pension Scheme
• o Generous holiday entitlement in line with Terms & Conditions
• o Comprehensive health and wellbeing support
• o NHS Car Lease schemes and a range of salary sacrifice scheme
• o Discounts on restaurants, getaways, shopping and finance through external providers.