Job summary
An exciting opportunity has arisen for a PALS Officer to work as a member of the Patient Experience Team creating a philosophy of enhanced customer service culture to assist University Hospitals of North Midlands to become the "hospitals of choice".
Main duties of the job
This is an important and challenging role. The successful candidate will work as part of a small team with their own case load, providing cover for colleagues as required. This involves managing all aspects of individual concerns and complaints from receipt to resolution within agreed time limits.
We are looking for an enthusiastic, flexible person who is be able to demonstrate that they are passionate about patient care and safety and enjoys a busy working environment. Experience of handling difficult discussions and situations which reached a positive outcome are essential requirements of the role.
The post holder will primarily be based on the Royal Stoke site; however as an integral part of the Patient Experience team, it is highly likely that some of the post holder's time will be based at the County Hospital site.
For an informal chat and further information please contact Sophie Reid on 01782 459950.
About us
University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.
All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.
UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.
At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.
Job description
Job responsibilities
For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager.
Job description
Job responsibilities
For further information on this vacancy, please see the attached Job Description and Person Specification or contact the Hiring Manager.
Person Specification
Education and Qualification
Essential
- Knowledge of NHS complaints handling acquired through training and experience to NVQ3 level or equivalent plus knowledge and experience to diploma level equivalent.
- Evidence of undertaking Customer care training or demonstrable experience.
Desirable
- Counselling training Communication skills training
Experience
Essential
- Experience within a complaints or customer service environment
- Demonstrable experience of working in a clinical or other pressurised environment
- Evidence of handling difficult discussions with patients and negotiating a positive outcome
Desirable
- Experience of working in a number of departments within an NHS organisation.
- Skills in the use of electronic Complaints modules e.g. DATIX or other related tools
Skills, Ability and Knolwedge
Essential
- A good knowledge and understanding of confidentiality and consent procedures
- Excellent verbal and written communication skills
- Demonstrate Excellent interpersonal skills with an ability to work with people in stressful situations and remain calm and efficient
Desirable
- Ability to plan meetings between clinical staff and complainants in highly sensitive and contentious situations
- Ability to plan meetings between clinical staff and complainants in highly sensitive and contentious situations
Person Specification
Education and Qualification
Essential
- Knowledge of NHS complaints handling acquired through training and experience to NVQ3 level or equivalent plus knowledge and experience to diploma level equivalent.
- Evidence of undertaking Customer care training or demonstrable experience.
Desirable
- Counselling training Communication skills training
Experience
Essential
- Experience within a complaints or customer service environment
- Demonstrable experience of working in a clinical or other pressurised environment
- Evidence of handling difficult discussions with patients and negotiating a positive outcome
Desirable
- Experience of working in a number of departments within an NHS organisation.
- Skills in the use of electronic Complaints modules e.g. DATIX or other related tools
Skills, Ability and Knolwedge
Essential
- A good knowledge and understanding of confidentiality and consent procedures
- Excellent verbal and written communication skills
- Demonstrate Excellent interpersonal skills with an ability to work with people in stressful situations and remain calm and efficient
Desirable
- Ability to plan meetings between clinical staff and complainants in highly sensitive and contentious situations
- Ability to plan meetings between clinical staff and complainants in highly sensitive and contentious situations
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
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)
