Job summary
The main part of the role is to manage a caseload of Patient Advice and Liaison Service (PALS) cases including concerns, enquiries and requests for advice, ensuring that an excellent service is provided to our patients, the public and staff. PALS cases vary in severity and complexity, and case managers aim to resolve the issues to the satisfaction of the enquirer, and identify lessons learned and action taken in order to make improvements to patient care and experience.
Main duties of the job
o To provide a PALS service to patients, the public and staff in the PALS and Complaints Department.o To provide advice and support to patients, their families and carers in relation to queries and concerns (sometimes extremely complex) and help them to resolve them quickly and efficiently and improve the outcome of care in the process.o To provide an identifiable, accessible service to assist patients and carers with concerns and queries providing information to help them make contact with the NHS as easy as possible.o Use skills of influence, mediation and negotiation to provide a resolution to the satisfaction of the enquirer, and identify lessons learned and action taken in order to make improvements to patient care and experience.o Challenge colleagues at all levels of seniority when necessary.o To be accountable for own actions, using own initiative to manage and co-ordinate day to day caseload re-prioritising throughout the day as necessary.o To liaise closely with the Trust's senior managers and to build and maintain good relationships with clinical and non-clinical staff.o To maintain and develop close links with external bodies who support service users and carers.o To work with the Trust's staff to jointly promote and publicise PALS within the Trust and wider community.o To maintain the PALS service user records using the QSiS (Datix) database.
About us
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 13,000 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.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:- applied for a Graduate visa- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment- or the Trust has agreed that they will Sponsor you as a Skilled Worker and you will complete your studies within 3 months of the anticipated start date of employment
This vacancy will close at midnight on 8th September 2024
Interviews are due to be held on 19th September 20204
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.
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.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:- applied for a Graduate visa- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment- or the Trust has agreed that they will Sponsor you as a Skilled Worker and you will complete your studies within 3 months of the anticipated start date of employment
This vacancy will close at midnight on 8th September 2024
Interviews are due to be held on 19th September 20204
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.
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
- Educated to degree level or equivalent in terms of experience
- Evidence of ongoing professional development
Desirable
- Customer service qualification
Experience
Essential
- Experience of working in a healthcare setting with multi-professional teams
- Customer care management experience in healthcare or equivalent
- Experience of resolving or assisting with concerns
Desirable
- Previous PALS experience
- Case/project management experience
- Experience of managing challenging behaviour/conflict resolution
- Advocacy experience
- NHS management experience
Knowledge
Essential
Desirable
- Knowledge of the Trust's management of complaints and concerns policy and procedure
- Knowledge of patient services/pathways
- Knowledge of QSiS (Datix) database
- Knowledge of Epic
- Knowledge of medical terminology
Skills
Essential
- Strong interpersonal, communication, negotiating and influence skills
- Excellent IT skills including the use of Microsoft Office and of databases
- Demonstrate ability to work to deadlines and achieve agreed objectives
- Ability to present ideas effectively
- Ability to work effectively and credibly within multi-professional forum
- Ability to organise and prioritise workload around competing demands
- Information management skills
- Excellent skills of facilitation
- Ability to challenge senior staff as part of the investigative process
Desirable
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.
- Proactive and self-motivated with drive and enthusiasm
- Approachable and supportive to all levels of staff
- Willing to encourage and develop other staff
- Resilient
- Flexible working application
- Discreet and able to work confidentially
- Integrity and diplomacy
- Has professional manner, attitude and appearance
- Sensitivity when dealing with grieving/emotional patients/carers
- Ability to work effectively, independently and part of a team
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent in terms of experience
- Evidence of ongoing professional development
Desirable
- Customer service qualification
Experience
Essential
- Experience of working in a healthcare setting with multi-professional teams
- Customer care management experience in healthcare or equivalent
- Experience of resolving or assisting with concerns
Desirable
- Previous PALS experience
- Case/project management experience
- Experience of managing challenging behaviour/conflict resolution
- Advocacy experience
- NHS management experience
Knowledge
Essential
Desirable
- Knowledge of the Trust's management of complaints and concerns policy and procedure
- Knowledge of patient services/pathways
- Knowledge of QSiS (Datix) database
- Knowledge of Epic
- Knowledge of medical terminology
Skills
Essential
- Strong interpersonal, communication, negotiating and influence skills
- Excellent IT skills including the use of Microsoft Office and of databases
- Demonstrate ability to work to deadlines and achieve agreed objectives
- Ability to present ideas effectively
- Ability to work effectively and credibly within multi-professional forum
- Ability to organise and prioritise workload around competing demands
- Information management skills
- Excellent skills of facilitation
- Ability to challenge senior staff as part of the investigative process
Desirable
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.
- Proactive and self-motivated with drive and enthusiasm
- Approachable and supportive to all levels of staff
- Willing to encourage and develop other staff
- Resilient
- Flexible working application
- Discreet and able to work confidentially
- Integrity and diplomacy
- Has professional manner, attitude and appearance
- Sensitivity when dealing with grieving/emotional patients/carers
- Ability to work effectively, independently and part of a team
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-Division Corporate
Hills Road
Cambridge
CB2 0QQ
Employer's website
https://www.cuh.nhs.uk (Opens in a new tab)