B6 Deputy Patient Advice and Liaison Service (PALS) Manager
The closing date is 02 June 2025
Job summary
The Deputy Patient Advice and Liaison Service (PALS) Manager will play a key role in delivering an ambitious, excellent and patient-centred patient relations service.
As operational lead for the PALS service, the post-holder will support with developing and implementing PALS systems that ensure a responsive service for patients, families, carers and members of the public across all UHB sites.
As a key member of the Patient Relations Team, which incorporates complaints, they will ensure a seamless, integrated service is delivered.
The Deputy PALS Manager will support the PALS Manager in ensuring the effective management of PALS, ensuring compliance with national and local standards, and that it is responsive to the needs of patients, families, carers and the public. This will ensure the views of patients, relatives, carers and the public are heard and utilised for the purpose of driving improvements in patient experience.
Main duties of the job
- To be a subject matter expert on PALS; providing support, advice and guidance in the early resolution of concerns.
- Ensure that enquiries, concerns, comments raised by patients, carers and the public with the PALS teams are dealt with appropriately, effectively and in line with patient relations policy and procedures.
- Work closely with Patient Relations Team ensure that concerns are addressed at the right level and are governed through the most appropriate process. This will include escalating and early resolution, where appropriate.
- Facilitate the effective resolution of enquiries and concerns to ensure that concerns are addressed and action taken to resolve issues, achieving the best possible outcome for enquirers and the services concerned.
- Support the PALS Manager in the development and implementation of internal PALS systems, processes and infrastructure, including standard operating procedures.
- Ensure PALS contacts are acknowledged triaged, allocated and managed in accordance with the PALS process and that KPIs are met. Overseeing and ensuring that flow of emails via the PALS inbox are acted on and distributed accordingly.
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Details
Date posted
21 May 2025
Pay scheme
Agenda for change
Band
Band 6
Salary
£37,338 to £44,962 a year
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
304-1093542
Job locations
Trustwide
Mindelsohn Way
Birmingham
West Midlands
B15 2TH
Employer details
Employer name
University Hospitals Birmingham NHS Foundation Trust
Address
Trustwide
Mindelsohn Way
Birmingham
West Midlands
B15 2TH
Employer's website
https://www.uhb.nhs.uk/jobs.htm (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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