Patient Experience & Complaints Officer

Mersey and West Lancashire Teaching Hospitals NHS Trust; Sefton; On-site; GBP 26,000 - 34,000; Full time

Job summary

Mersey and West Lancashire Teaching Hospitals NHS Trust invites applications for a PALS officer within the Quality and Risk team. The role provides support, guidance and information to patients, relatives and staff, handling concerns about care in a friendly, responsive manner.

The post is predominantly based at Whiston Hospital with occasional travel across Trust sites. The successful candidate will have NHS experience, excellent communication skills, and be proficient with computerised systems

Qualifications

• Experience of working within the NHS.
• Excellent written and verbal communication skills.
• Ability to use computerised systems such as Inphase, Careflow and Microsoft Office.

Responsibilities

• Provide support, guidance and information to patients, relatives and staff.
• Act as liaison to resolve issues raised and respond to queries.
• Work as part of the front-facing customer services team across Trust sites.

Skills

NHS experience

Excellent written and verbal comms

Tools

Inphase

Careflow

Microsoft Office

Job description

An exciting opportunity has arisen for an enthusiastic individual to join the Trust within the Quality and Risk team as a PALS officer. This role involves providing support, guidance and advice for people who have concerns about various aspects of care or who want general information about our Trust services. The successful candidate will be a person who enjoys the challenge of resolving concerns whilst working with patients and families in this front facing customer services role. The post is predominantly based at Whiston Hospital but there may be occasions when you may be required to travel and work across Trust sites., To provide support, guidance, advice and information to patients, relatives, carers and staff, in a timely and efficient manner. To act as a liaison point for people contacting the service in order to resolve issues raised.

The successful candidate will have experience of working within the NHS, have excellent written and verbal communication skills and be required to use numerous computerised systems such as; Inphase, Careflow and Microsoft Office systems.

Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites. We strongly believe that the communities we serve should all have access to Five Star Patient Care. Our Services: Acute Care Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites. Primary Care Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital. Community Services Providing adult community services for St Helens and wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre. Specialist Regional Services We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.

Achievements:

• Rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
• National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme