PALS Officer

Job description

Detailed job description and main responsibilities

The PALS Officer provides a confidential, responsive and patient-centred service for patients, relatives, carers and staff who need information, advice or support, or who wish to raise concerns, comments, compliments or complaints about Trust services. Acting as an initial point of contact, the post holder listens sensitively, manages challenging and distressing situations professionally, clarifies issues and facilitates prompt local resolution wherever possible. They explain the NHS complaints process, keep people informed about progress, and refer matters promptly to appropriate directorates, senior managers, advocacy, interpreting, voluntary, data management or specialist services. The role requires effective working relationships with clinical and non-clinical teams, external organisations, community groups and other stakeholders, while maintaining public and professional confidence. The post holder distributes and monitors stocks of patient information, records all 4Cs activity accurately and securely on DATIX, maintains comprehensive case documentation and supports the preparation of reports on activity, trends and lessons learned. They contribute to service monitoring, evaluation, governance and continuous improvement, using feedback to improve care and patient experience. The officer also follows Trust requirements for confidentiality, information governance, safeguarding, infection control, health and safety, record keeping, wellbeing, equality and all relevant policies, procedures and professional standards.

Person specification

Commitment to Trust Values and Behaviours

Essential criteria

• Must be able to demonstrate behaviours consistent with the Trust's "Values and Behaviour framework

Information Resources

Essential criteria

• Good IT skills including working knowledge of Microsoft Office products Word, Excel, PowerPoint, Outlook, Internet Explorer & Publisher. Able to input information onto databases and subsequently extract and present for reports. Able to take minutes of meetings

Desirable criteria

• Experience of using DATIX Risk Management System.

Training & Qualifications

Essential criteria

• ECDL or equivalent IT qualification/s; GCSE English Language (level 4 and above)

Desirable criteria

• Understanding of the NHS complaint process; Typing qualification

Experience

Essential criteria

• Experience working in a customer service environment.

Desirable criteria

• Handling complaints and/or Patient Advice Liaison Services

Communication and relationship skills

Essential criteria

• Able to provide information to end users, tailoring the provision of information to facilitate understanding. Able to be highly empathetic towards the concern of patients and carers. Able to receive highly sensitive information and action it whilst taking account of confidentiality issues. Able to act as a facilitator in order to achieve a desired outcome.

Analytical and Judgement skills

Essential criteria

• Able to receive and manage sensitive information and decide the most appropriate course of action.

Planning and organisation skills

Essential criteria

• Able to support the PALS Service, liaising with the Directorate coordinator and ensuring information is accurately conveyed and recorded. Able to ensure timeframes are met. Able to prioritise tasks.

Physical skills

Essential criteria

• Able to work for long periods on a computer.

Policy/Service Development

Essential criteria

• Able to follow policy and procedures in order to deal with issues raised by patients, their carers and relatives.

Human Resources

Essential criteria

• Able to provide information to staff to support staff to manage concerns and complaint of patients / service users

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at the NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Applicants are kindly requested to refrain from using AI at any stage during the recruitment process.

Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.

Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.

Easy read application: If you have a disability and find online job applications difficult, you can use an easy read application form instead.

To get this form, please email