Patient Experience & PALS Advisor

Nottingham University Hospitals NHS; Nottingham; On-site; GBP 21,000 - 25,000; Full time

Job summary

Nottingham University Hospitals NHS is seeking a PALS Officer to deliver a confidential, patient-centred information and support service for patients, relatives and staff. The role involves listening to concerns, guiding through the NHS complaints process, maintaining accurate records on DATIX and contributing to reporting and governance.

You will work closely with clinical and non-clinical teams, uphold information governance, safeguarding and health and safety policies, and strive to resolve

Qualifications

• Experience in a customer service environment.
• Ability to input information onto databases and subsequently extract and present for reports.
• Demonstrated IT skills and proficiency with Microsoft Office.
• Understanding of confidentiality and information governance requirements.

Responsibilities

• Provide information to end users tailored to their needs.
• Be highly empathetic towards patients and carers and handle sensitive information appropriately.
• Support the PALS Service and liaise with Directorate coordinators to ensure timely information recording.
• Follow policy and procedures to handle issues raised by patients and relatives.

Skills

Customer service

Empathy

Information provision

Communication skills

Time management

Data entry

Education

ECDL or equivalent IT qualification

GCSE English Language (level 4+)

Tools

Word

Excel

PowerPoint

Outlook

Publisher

DATIX System

Job description

Nottingham University Hospitals NHS is seeking a PALS Officer to deliver a confidential, patient-centred information and support service for patients, relatives and staff. The role involves listening to concerns, guiding through the NHS complaints process, maintaining accurate records on DATIX and contributing to reporting and governance.

You will work closely with clinical and non-clinical teams, uphold information governance, safeguarding and health and safety policies, and strive to resolve