Band 7 Patient Relations PALS Manager

University Hospitals Birmingham NHS Foundation Trust

This job is now closed

Job summary

An exciting opportunity has arisen for a PALS Manager to join the UHB Patient Relations Team which delivers Complaints and PALS services across the organisation.

The post-holder will be responsible for delivering excellence in the early resolution of complaints. Working closely with patients, families, carers, divisions, clinicians and services, you will have strong leadership and communication skills to achieve a timely resolution to contacts. The PALS Manager will be responsible for delivering and implementing systems and processes that comply with the national NHS Complaint Standards and will be required to demonstrate experience of working in an acute NHS setting.

We welcome applicants who are highly motivated, with excellent interpersonal skills and a strong operational background to support the delivery of a high quality and efficient service. Applicants should be committed to personal development, have a visionary approach to change and be keen to work alongside colleagues to develop and implement lasting service improvements.

We encourage all individuals who are interested in the role to contact the recruiting manager for an informal discussion. Please contact Lana-Lee Jackson on 0121 4240941.

Main duties of the job

*Managing the PALS service. Taking responsibility for the management of highly complex and sensitive concerns to facilitate early resolution and response.

*Liaising and developing excellent working relationships with managers, clinicians and staff throughout the Trust to ensure a proactive approach to the early resolution of concerns and complaints.

*Liaison with patients and the public to provide information and reassurance about the PALS process, to clarify their concerns and expectation and to ensure they are kept up to date throughout the process and offer advice and support should their concerns require investigation within the Complaints process.

*Supporting the Head of Patient Relations in the strategic planning of the PALS agenda.

*Developing PALS objectives and key performance indicators.

*Being accountable and responsible for the day-to-day operational delivery of both PALS and the Heartlands Hospital Main Reception Helpdesk.

*Implementing efficient and effective PALS systems and processes that comply with national and local standards.

*Analysing, interpreting and monitoring data and information.

*Producing high quality reports for meetings, groups and committees.

*Leading PALS education and training to improve awareness of the service.

*Developing, mentoring and line managing PALS staff.

*Be resilient, flexible, calm and compassionate in fast-paced working environment with a high volume of patient and public contact.

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

Date posted

28 July 2023

Pay scheme

Agenda for change

Band

Band 7

Salary

£43,742 to £50,056 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

304-49262YS

Job locations

Trustwide

Mindelsohn Way

Birmingham

West Midlands

B15 2TH

Job description

Job responsibilities

*Please Note*: For a detailed job description for this vacancy, please see attached Job Description*

Job description

Job responsibilities

*Please Note*: For a detailed job description for this vacancy, please see attached Job Description*

Person Specification

Qualifications

Essential

Educated to Masters level or degree level with substantial experience of delivering an excellent PALS service.
Evidence of Continued Professional Development.

Experience

Essential

Substantial management experience in a health and social care.
Experience of managing a PALS service.
Experience of working with patients and families in a customer services role, including handling complex issues and behaviours.
Experience of developing and implementing systems/procedures.
Experience of collating, analysing and reporting complex data.
Experience of influencing and negotiating with staff of all grades/professional groups.
Experience of managing and motivating staff.
Experience of leading/delivering change.
Experience of working with a wide range of stakeholders.
Experience of building effective contacts and networks.

Person Specification

Qualifications

Essential

Educated to Masters level or degree level with substantial experience of delivering an excellent PALS service.
Evidence of Continued Professional Development.

Experience

Essential

Substantial management experience in a health and social care.
Experience of managing a PALS service.
Experience of working with patients and families in a customer services role, including handling complex issues and behaviours.
Experience of developing and implementing systems/procedures.
Experience of collating, analysing and reporting complex data.
Experience of influencing and negotiating with staff of all grades/professional groups.
Experience of managing and motivating staff.
Experience of leading/delivering change.
Experience of working with a wide range of stakeholders.
Experience of building effective contacts and networks.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information