Patient Experience & PALS Advisor

UHCW; Coventry; Sur place; GBP 28 000 - 31 000; Plein temps

Résumé du poste

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Patient Advice and Liaison Service (PALS) professional. You will act as a central contact for patients and carers, guiding concerns through appropriate channels, and supporting resolution with empathy.

The role includes updating case records and ensuring compliance with data protection. The post requires GCSE English and Maths or equivalent, NHS experience preferred, and a commitment to patient-centred care within a diverse

Qualifications

• Recognised qualifications in literacy and numeracy (minimum GCSE English and Mathematics or equivalent).
• Previous customer-facing experience in NHS or healthcare setting is desirable.
• Experience handling complaints or concerns and using MS Office applications.

Responsabilités

• Provide highly visible point of contact for patients or representatives.
• Consult with enquirers to understand and detail their enquiry or complaint.
• Produce confirmation acknowledgements of complaint details and outcomes.
• Explain and agree how an enquiry or complaint will be investigated.
• Maintain understanding of data protection regulations and share information appropriately.
• Log contacts timely and update DATIX records.
• Refer clients to advocacy services when appropriate.
• Plan and facilitate complaint meetings and resolutions.
• Communicate complex information compassionately and advise on options if dissatisfied.

Connaissances

Excellent communication

Numeracy

People skills

Data handling

Formation

GCSE English & Maths

Outils

Datix

Microsoft Excel

Description du poste

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Patient Advice and Liaison Service (PALS) professional. You will act as a central contact for patients and carers, guiding concerns through appropriate channels, and supporting resolution with empathy.

The role includes updating case records and ensuring compliance with data protection. The post requires GCSE English and Maths or equivalent, NHS experience preferred, and a commitment to patient-centred care within a diverse