Job summary
We have an exciting opportunity for a 12 month fixed term/secondment to lead our established Patient Advice and Liaison Team (PALS) here at Cambridge University Hospitals. We are looking to recruit an individual who displays empathy and kindness and can be from a clinical or non-clinical background who has effective communication and leadership skills.
You will be responsible for the daily operational management of the service and line management of the PALS team. You will work closely with divisional leadership teams and clinical services to provide impartial advice on all matters relating to the escalations of concerns, with an aim to achieve early resolution. You will play a vital role in ensuring effective systems and processes are in place, maintained and in line with legislation and deliver a high quality service. You will have highly developed written and verbal communication skills and a patient-centered approach to managing concerns and complaints. You will help develop and maintain effective relationships and operational links with staff of all levels and disciplines, ensuring that risks and quality issues identified through investigations both inform and translate into positive service improvements.
Main duties of the job
As the PALS operational lead, you will be responsible for the daily operational functions of the service and direct line management of the team and ensure that team provides an excellent level of experience to patients, public and staff who wish to raise a concern relating to services provided by the Trust.
Working with the Complaints and PALS Manager you will help develop and maintain effective relationships and operational links with staff of all levels and disciplines, ensuring that any themes or learning identified through PALS investigations both inform and translate into positive service improvements.
You will play a vital role in ensuring effective systems and processes are in place, in line with legislation and working closely with divisional leadership teams, services and clinicians, providing impartial advice on all matters relating to achieving early resolution which meets expectations.
You can be from a clinical or non-clinical background and who demonstrates effective communication and leadership skills and would benefit from experience of working in a patient facing role or extensive customer care experience.
Deputise for the Complaints and PALs manager.
About us
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 11000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
Please note:- Internal applicants on permanent contracts can only apply for this post as a secondment and must have the approval of your current line manager before applying.
This vacancy will close at midnight on the 23rd July 2023.
Interviews are due to be held on the 8th August 2023.
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.
We welcome applications from the Armed Forces.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
Please note:- Internal applicants on permanent contracts can only apply for this post as a secondment and must have the approval of your current line manager before applying.
This vacancy will close at midnight on the 23rd July 2023.
Interviews are due to be held on the 8th August 2023.
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person Specification
Qualifications
Essential
- Degree or equivalent.
- Evidence of continuing professional development.
Desirable
- Other relevant training e.g. counselling skills.
- Professional registration.
Experience
Essential
- Extended experience of leading, supervising and supporting a team of staff.
- Experience of analysing complex cases to identify the processes required in managing them effectively.
- Experience of working with quantitative and qualitative data, information and information systems in order to analyse and interpret data to support effective performance management.
- Experience of creating and writing reports to communicate information to a range of audiences in an appropriate manner.
- Extensive experience of providing information/advice to patients and/or the public in a health, social care or voluntary sector environment.
- Extensive experience of handling and diffusing difficult / stressful situations in a health, social care or voluntary setting.
- Experience of working in, and leading, a team.
Desirable
- Experience of advocacy and conciliation services.
- Conflict resolution or similar training.
- Experience of DATIX (Risk Management database).
- Experience of leadership training, including recruitment, performance management.
Knowledge
Essential
- Knowledge of data collection systems.
- Knowledge of health-related terminology and concepts.
- Knowledge of equality and diversity legislation.
- Knowledge of the NHS complaints procedure.
Desirable
- Knowledge of acute services, policies and procedures.
- Understanding of the benefits system and local authority services.
Skills
Essential
- Excellent interpersonal, communication (written and oral) and listening skills.
- Able to work autonomously.
- Empathy and the ability to work closely with distressed patients, bereaved relatives and vulnerable people.
- Good organisational skills and the ability to meet set deadlines.
- Excellent liaison, co-ordinating, negotiating and influencing skills.
- Ability to support and develop others, using a variety of tools, techniques and understanding others' learning styles.
- Ability to understand and analyse problems as they are presented and to assess the most effective approach to a solution.
- Ability to use own judgement effectively based on information available and support staff in decision making.
- Ability to develop, provide and deliver training sessions across a variety of topics.
- Proficient in the use computer database applications and a range of electronic references sources including Word and Excel.
Desirable
- A good understanding of clinical governance.
- Effective presentation skills.
- General counselling skills and abilities.
Additional Requirements
Essential
- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.
- Highly motivated and resourceful.
- Calm and professional.
- Resilient, patient and self-controlled combined with an ability to calm anxious/irate users.
- Objective, unbiased and helpful when responding to the concerns of users and staff.
- Sensitive to the needs of patients and their carers.
- Ability to maintain high standards of diplomacy and confidentiality.
- A flexible approach with the ability to work under pressure and deal with changing priorities.
- Ability to show initiative, work independently and be accountable for own actions.
- Confidence and ability to network effectively within the local community and with other local PALS teams.
Person Specification
Qualifications
Essential
- Degree or equivalent.
- Evidence of continuing professional development.
Desirable
- Other relevant training e.g. counselling skills.
- Professional registration.
Experience
Essential
- Extended experience of leading, supervising and supporting a team of staff.
- Experience of analysing complex cases to identify the processes required in managing them effectively.
- Experience of working with quantitative and qualitative data, information and information systems in order to analyse and interpret data to support effective performance management.
- Experience of creating and writing reports to communicate information to a range of audiences in an appropriate manner.
- Extensive experience of providing information/advice to patients and/or the public in a health, social care or voluntary sector environment.
- Extensive experience of handling and diffusing difficult / stressful situations in a health, social care or voluntary setting.
- Experience of working in, and leading, a team.
Desirable
- Experience of advocacy and conciliation services.
- Conflict resolution or similar training.
- Experience of DATIX (Risk Management database).
- Experience of leadership training, including recruitment, performance management.
Knowledge
Essential
- Knowledge of data collection systems.
- Knowledge of health-related terminology and concepts.
- Knowledge of equality and diversity legislation.
- Knowledge of the NHS complaints procedure.
Desirable
- Knowledge of acute services, policies and procedures.
- Understanding of the benefits system and local authority services.
Skills
Essential
- Excellent interpersonal, communication (written and oral) and listening skills.
- Able to work autonomously.
- Empathy and the ability to work closely with distressed patients, bereaved relatives and vulnerable people.
- Good organisational skills and the ability to meet set deadlines.
- Excellent liaison, co-ordinating, negotiating and influencing skills.
- Ability to support and develop others, using a variety of tools, techniques and understanding others' learning styles.
- Ability to understand and analyse problems as they are presented and to assess the most effective approach to a solution.
- Ability to use own judgement effectively based on information available and support staff in decision making.
- Ability to develop, provide and deliver training sessions across a variety of topics.
- Proficient in the use computer database applications and a range of electronic references sources including Word and Excel.
Desirable
- A good understanding of clinical governance.
- Effective presentation skills.
- General counselling skills and abilities.
Additional Requirements
Essential
- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.
- Highly motivated and resourceful.
- Calm and professional.
- Resilient, patient and self-controlled combined with an ability to calm anxious/irate users.
- Objective, unbiased and helpful when responding to the concerns of users and staff.
- Sensitive to the needs of patients and their carers.
- Ability to maintain high standards of diplomacy and confidentiality.
- A flexible approach with the ability to work under pressure and deal with changing priorities.
- Ability to show initiative, work independently and be accountable for own actions.
- Confidence and ability to network effectively within the local community and with other local PALS teams.
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.
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
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.
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).
Employer details
Employer name
Cambridge University Hospital NHS Foundation Trust
Address
Addenbrookes Hospital - Corporate
Hills Road
Cambridge
CB2 0QQ
Employer's website
https://www.cuh.nhs.uk (Opens in a new tab)