PALS (Patient Advice and Liaison Service) Facilitator

Job summary

As the Patient Advice and Liaison Service (PALS) Facilitator, you will play a vital role within the Quality and Safety Department, working as part of a supportive and dynamic team dedicated to enhancing patient experience across the Trust.

In this role, you will be the first point of contact for patients, carers, and families seeking advice, support, or resolution of concerns. Your work will directly contribute to improving the quality of services and ensuring that patient voices are heard and acted upon.

The PALS Facilitator will provide compassionate support and guidance to patients, carers, and families, primarily via telephone and email, helping to resolve concerns or receive feedback related to Trust services in a timely and empathetic manner. The role requires effective and sensitive communication with patients whilst maintaining professionalism, calmness, sound judgment, and confidentiality at all times.

Please note: Due to recent changes in UK immigration and visa rules, this role may not be eligible for Skilled Worker visa sponsorship. Applicants who do not currently have the right to work in the UK may not be considered. Candidates requiring sponsorship should review the eligibility criteria on the gov.uk website before applying to assess their eligibility for a Certificate of Sponsorship for this role.

Skilled Worker visa: going rates for eligible occupation codes - GOV.UK

Health and Care Worker visa: If you'll need to meet different salary requirements - GOV.UK

Main duties of the job

Main task

a)Provide compassionate support and guidance to patients, carers, and families, primarily via telephone and email, helping to resolve concerns related to Trust services in a timely and compassionate manner.

b)Communicate effectively and sensitively with individuals at all levels, demonstrating sound judgment, professionalism, and confidentiality.

c)Liaise with clinical teams and service managers to resolve enquiries, ensuring a collaborative and solution-focused approach.

d)Maintain accurate and detailed records of all interactions and progress notes using the Trust's recording systems, ensuring transparency and accountability.

e)Support the wider Patient Experience Team with administrative tasks and contribute to ongoing initiatives aimed at capturing patient feedback and improving patient experience.

About us

We are the main provider of NHS community services across East and West Sussex, with 6,000 staff serving 1.3 million people. We deliver essential care to adults and children, helping them manage their health, avoid hospital admissions, and reduce hospital stays.

Our Trust vision is to provide excellent care at the heart of the community. We offer opportunities across medical, clinical, support, and corporate services.

Why work for us?o Positive 2024 NHS Staff Survey results, highlighting compassionate leadership and wellbeingo Varied environments: community hospitals, patients' homes, and bases across Sussexo Flexible working options: part-time, flexi-time, annualised hours, and flexi-retiremento Excellent training, development, and research opportunitieso Accredited Living Wage Employer, we ensure fair pay for all our staffo Cost-effective workplace nurseries in Crawley, Hove, and Brightono Active EMBRACE, Disability & Wellbeing, LGBTQIA+, and Religion & Belief networkso Level 3 Disability Confident Leader and Veteran Aware Trust

Our values--Compassionate Care, Working Together, Achieving Ambitions, Delivering Excellence--guide everything we do.

We embrace diversity and encourage applications from all backgrounds, particularly from ethnically diverse, disabled, and LGBTQIA+ individuals. We aim to create an inclusive environment and support reasonable adjustments during recruitment.

This post may close early if sufficient applications are received.