Senior PALS Officer

Job description

Job responsibilities

Key Areas/Tasks

To act as a point of contact for Trust Patient Advice and Liaison Service (PALS) for patients, carers, relatives, service users and members of the public. Liaising with the enquirer to clarify their request and determine the appropriate action required e.g. providing complex and sensitive advice and solutions for their queries/concerns, drafting responses or identifying the most suitable respondent/individual to resolve the query, using contacts and networks within and outside the organisation to facilitate a prompt response.

Ensure that the complainant is kept updated throughout the process regularly and timely as agreed.

Triage incoming PALS for severity, escalate as necessary to the Governance Team/ Complaints, PALS and Volunteer Services Manager etc.

Liaise with the Divisional Governance and Quality Managers and Matron for Quality & Safety regarding any informal complaint that relates to a current or previous incident investigation.

To process, record and support the resolution of informal PALS cases in a timely manner.

Ensure all PALS queries are accurately entered on to Datix together with any emails, statements, reports, action plans and any other documents.

To facilitate and attend informal PALS meetings with patients, carers or members of the public who may be displaying a challenging range of behaviours in highly distressing and emotional situations.

To ensure all informal complainants are supported in escalation to Formal Complaints if required, and that they are aware of other independent organisations such as independent advocacy organisations, who can help.

Regularly audit DATIX to check for recurring themes and trends to assist in the learning and improvement of services. Ensure the escalation of any such trends to the Complaints, PALS and Volunteer Services Manager.

Responsible for ensuring secure storage and appropriate document control mechanisms are in place for sensitive information.

Ensure that the Complaints, PALS and Volunteer Services Manager is kept up to date with any process failures, and reasons to explain this.

Work closely with the Formal Complaints Team to agree escalation of complaints and communication with the complainant.

To organise and attend monthly team meetings and represent the Complaints, PALS and Volunteer Services Manager as required.

Frequent concentration and work pattern unpredictability. Concentration required for enquiries, complaints, interruption from patients or members of the public requiring immediate attention.

Managerial Responsibilities:

To be responsible for the day to day management and oversight of the PALS Officers and County Reception staff, ensuring the PALS and Reception Team function at a high standard and you are able to offer advice.

To ensure the PALS offices on both sites are adequately staffed on a daily basis and escalate any concerns with staffing to the Complaints, PALS & Volunteer Services Manager as soon as they are identified.

To be able to work equally across both Royal Stoke and County Hospital sites in order to support both teams.

To manage sickness absence and annual leave in accordance with Trust policy and escalate any concerns to the Complaints PALS, and Volunteer Services Manager.

Monitor PALS enquiries when they are dealt with by directorate and divisional teams, ensuring that responses are reviewed prior to being shared with the complainant.

To be responsible for the management and allocation of work to ensure that peaks in service demand are effectively managed and priorities are met.

To oversee the performance of individuals within the team ensuring individuals are motivated in their jobs and that any problems with performance are proactively escalated to the Complaints PALS, and Volunteer Services Manager.

To undertake the teams annual appraisals setting realistic objectives and monitor their on-going development through identified and agreed training.

To be aware of the Trust objectives and contribute to setting team objectives in line with these.

To monitor mandatory training of staff in the Team ensuring compliance.

To work closely with Complaints, PALS and Volunteer Services Manager and the Head of Patient Experience ensuring timely information on data is available on request and for monthly, quarterly and annual reports.

To review national and local reports pertaining to patient experience to be able to contribute to developing/updating Trust guidance and policy.

To organise and attend monthly team meetings.

To liaise with other NHS and statutory organisations where required to benchmark, share good practice and obtain information to assist in service development.

To undertake any other duties at the request of the line manager which are appropriate within the role.

Deputise for the Complaints PALS, and Volunteer Services Manager as required.

Implement patient and service surveys.

Authorised signatory for small payments.

Person Specification

Essential Qualifications

Essential

• Educated to degree level or equivalent work experience
• Knowledge of NHS complaints handling acquired through training and experience to NVQ4 level or equivalent experience
• Competent in the use of Microsoft Office applications.
• Previous experience of supervising or leading a team

Desirable

• Counselling training Communication skills training
• Evidence of undertaking Customer care training or demonstrable experience.

Knowledge

Essential

• Experience within a complaints/customer service environment
• Demonstrable experience of working in a clinical or other pressurised environment
• Excellent verbal and written communication skills
• Experience of producing written material (including response letters, reports and action plans) to a high standard
• Evidence of handling difficult discussions with patients and negotiating a positive outcome
• Knowledge and understanding of confidentiality and consent procedures
• The ability to deal tactfully and discreetly with matters of a confidential or sensitive nature
• Skills in the use of electronic Complaints modules e.g. DATIX or other related tools
• Analysing trends, patient feedback and identifying areas for improvement.
• Experience of working in a number of departments within an NHS organisation.
• Provide non-clinical advice to patients/relatives such as complaints procedure, services available
• Implement policies and propose changes to practices, procedures for PALS to help improve services beyond PALS.

Desirable

• Ability to plan meetings between clinical staff and complainants in highly sensitive and contentious situations including multi-agency
• Use of the hospital Iportal/Medway systems

Personal Qualitities

Essential

• Demonstrate drive and energy
• Demonstrate Excellent interpersonal skills with an ability to work with people in stressful situations and remain calm and efficient
• Ability to motivate self and others
• Work well as part of a team
• Positive and proactive, takes own initiative
• Demonstrate good and positive leadership skills

Desirable

• Regular car user

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).

Employer details

Employer name

University Hospital of North Midlands NHS Trust

Address

Royal Stoke University Hospital

Newcastle Road

Stoke on Trent

ST4 6QG

Employer's website

https://www.uhnm.nhs.uk (Opens in a new tab)