Job summary
This is an exciting opportunity to cover a Team Leader role in the PALS Team which comes under the wider banner of Patient Experience - Quality Governance Department at Plymouth Hospitals NHS Trust.
This role will be based within the Patient Experience Team, which is responsible for PALS, Complaints, Bereavement Services, Interpreters, Patient Information, Patient Surveys, Patient Engagement and Volunteers. The team is looking for an enthusiastic and motivated person to join our PALS team on a permanent basis as a Band 4.
Excellent communication, organisational and interpersonal skills together with a high level of emotional resilience are essential for this post. In addition, you will be required to handle challenging situations and be able to demonstrate a compassionate approach to the needs of patients, carers and members of the public who require assistance through PALS.
Previous demonstrable experience of dealing with patient concerns and enquiries is preferred, together with demonstrable team leader experience.
Interview Date - Wednesday 16th August 2023
For an informal discussion please contact:
Alison Stanton, Complaints & PALs Manager on extension 39694
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
Main duties of the job
To handle concerns raised through PALS locally from receipt to resolution within specified time limits. Liaise with complainants and staff to ensure concerns are resolved in a timely way. Lead the provision of service through the Welcome Centre and PALS Clinics. Provide support to junior members of the team in resolving more complex cases or enquiries.
Keep Datix updated with progress and actions to enable analysis of trends and reporting. Liaise with staff at all levels within the Trust, and with external groups. Take a role in training Trust staff on dealing with concerns and PALS. Assist in the processes that ensure the department and the Trust achieve statutory standards such as Care Quality Commission and NHSLA requirements. Assist in the reporting to relevant committees regarding PALS concerns within the Trust.
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
- Work under the guidance and support of the Complaints & PALS Manager and Patient Experience Manager to assist Patient Services and Governance & Quality Teams to deliver its responsibilities in supporting Service Lines and Care Groups
- Provide guidance on the management of patient and public concerns raised through PALS and Patient Services, ensuring that trust managers take immediate and necessary action to rectify the situation and reasonably prevent reoccurrence through local / trust wide improvement.
- Provide support for PALS administrators including data entry, registration of queries, concerns and compliments and liaising with Service Line teams across the Trust to achieve early resolution of patient/carer enquiries.
- Support the work of the PALS Administrators to ensure appointments are available when necessary for patients and their representatives to discuss matters of concern and liaise with Service Line teams to ensure meeting availability of the appropriate Trust personnel.
- Ensure the PALS Team is able to deal with general enquiries from patients and members of the public on any matter relating to Trust services, providing appropriate information; answer question presented in a format appropriate to the enquirer and recorded so the Trust can make any subsequent and necessary improvements.
- Lead the provision of service through the Welcome Centre and PALS Clinics ensuring patients and members of the public are given the support they need.
- Ensure PALS clinics are regularly scheduled across all areas of the Trust and actions and feedback are shared with clinical teams.
- Act as first point of escalation point for the PALs administrators and take action to prevent unnecessary escalation of issues
- Working with other staff within Patient Services and Complaints to oversee the register of internal and external contacts essential to the delivery of the Patient Services and Complaints & PALS Team activities
- Arrange meetings / interviews and act as note taker in support of PALS and Patient Services activity when required.
- Coordinate investigations, reports and replies that require the attention of more than one directorate.
- Ensure that the Heads of Nursing, Deputy Director of Nursing and Care Group Leads are appropriately involved in all matters directly related to clinical practice.
- Develop working relationships with service lines that focus on facilitating appropriate action so that the Trust can demonstrate continuous improvement as part of daily activity. Ensure that every learning opportunity, from any of the information sources available, is identified and appropriately used.
- Deliver required training relating to PALS and other patient experience related topics.
- Contribute to and manage local operating procedures for the patient Services Team.
- Assist with the review of team procedures and performance.
- Support the development of the PALS Administrators.
- In conjunction with the Complaints & PALS Manager assess the work outputs and trends to identify improvement opportunities for Patient Services Team.
- In conjunction with the Complaints & PALS Manager and the Patient Experience Manager, ensure both the complaints and PALS management processes and all associated arrangements are effective and efficient for operational and governance purposes.
- Ensure PALS processes are in line with all internal and external compliance requirements and seek out innovative ways of managing specific Trust requirements
- Monitor the overall progress of concerns raise through the PALS service within the Trust
- Meet with patients and their representatives to resolve concerns or issues, dealing with their issues in a polite, sympathetic and empathetic way, giving reassurances that all enquiries will be handled in confidence
- Contribute to the development and review of all polices and supporting documentation relating to PALS.
- Represent the Team as directed or required by the Complaints & PALS Manager or Patient Experience Manager
- Contribute to written reports to provide assurance to the relevant Committees and the Board in all areas of PALS management.
- Liaise closely with the Complaints & PALS Manager to ensure the effective running of the overall PALS service.
Job description
Job responsibilities
- Work under the guidance and support of the Complaints & PALS Manager and Patient Experience Manager to assist Patient Services and Governance & Quality Teams to deliver its responsibilities in supporting Service Lines and Care Groups
- Provide guidance on the management of patient and public concerns raised through PALS and Patient Services, ensuring that trust managers take immediate and necessary action to rectify the situation and reasonably prevent reoccurrence through local / trust wide improvement.
- Provide support for PALS administrators including data entry, registration of queries, concerns and compliments and liaising with Service Line teams across the Trust to achieve early resolution of patient/carer enquiries.
- Support the work of the PALS Administrators to ensure appointments are available when necessary for patients and their representatives to discuss matters of concern and liaise with Service Line teams to ensure meeting availability of the appropriate Trust personnel.
- Ensure the PALS Team is able to deal with general enquiries from patients and members of the public on any matter relating to Trust services, providing appropriate information; answer question presented in a format appropriate to the enquirer and recorded so the Trust can make any subsequent and necessary improvements.
- Lead the provision of service through the Welcome Centre and PALS Clinics ensuring patients and members of the public are given the support they need.
- Ensure PALS clinics are regularly scheduled across all areas of the Trust and actions and feedback are shared with clinical teams.
- Act as first point of escalation point for the PALs administrators and take action to prevent unnecessary escalation of issues
- Working with other staff within Patient Services and Complaints to oversee the register of internal and external contacts essential to the delivery of the Patient Services and Complaints & PALS Team activities
- Arrange meetings / interviews and act as note taker in support of PALS and Patient Services activity when required.
- Coordinate investigations, reports and replies that require the attention of more than one directorate.
- Ensure that the Heads of Nursing, Deputy Director of Nursing and Care Group Leads are appropriately involved in all matters directly related to clinical practice.
- Develop working relationships with service lines that focus on facilitating appropriate action so that the Trust can demonstrate continuous improvement as part of daily activity. Ensure that every learning opportunity, from any of the information sources available, is identified and appropriately used.
- Deliver required training relating to PALS and other patient experience related topics.
- Contribute to and manage local operating procedures for the patient Services Team.
- Assist with the review of team procedures and performance.
- Support the development of the PALS Administrators.
- In conjunction with the Complaints & PALS Manager assess the work outputs and trends to identify improvement opportunities for Patient Services Team.
- In conjunction with the Complaints & PALS Manager and the Patient Experience Manager, ensure both the complaints and PALS management processes and all associated arrangements are effective and efficient for operational and governance purposes.
- Ensure PALS processes are in line with all internal and external compliance requirements and seek out innovative ways of managing specific Trust requirements
- Monitor the overall progress of concerns raise through the PALS service within the Trust
- Meet with patients and their representatives to resolve concerns or issues, dealing with their issues in a polite, sympathetic and empathetic way, giving reassurances that all enquiries will be handled in confidence
- Contribute to the development and review of all polices and supporting documentation relating to PALS.
- Represent the Team as directed or required by the Complaints & PALS Manager or Patient Experience Manager
- Contribute to written reports to provide assurance to the relevant Committees and the Board in all areas of PALS management.
- Liaise closely with the Complaints & PALS Manager to ensure the effective running of the overall PALS service.
Person Specification
KNOWLEDGE & EXPERIENCE
Essential
- Proven track record in dealing with complaints - issues
- Demonstrable experience in dealing directly with patients and their representatives on healthcare matters, concerns or complaints
Desirable
- Have demonstrable experience in improvement / change management methodologies
- Understand the national healthcare agenda
Qualifications
Essential
- Hold a relevant Diploma/ NVQ Level 4 (Business Management, / Administration, etc) or equivalent qualification or to have equivalent demonstrable experience
APTITUDE & ABILITIES
Essential
- Dealing with highly sensitive issues - bereavements or serious harm to patients
- Emotional resilience
Person Specification
KNOWLEDGE & EXPERIENCE
Essential
- Proven track record in dealing with complaints - issues
- Demonstrable experience in dealing directly with patients and their representatives on healthcare matters, concerns or complaints
Desirable
- Have demonstrable experience in improvement / change management methodologies
- Understand the national healthcare agenda
Qualifications
Essential
- Hold a relevant Diploma/ NVQ Level 4 (Business Management, / Administration, etc) or equivalent qualification or to have equivalent demonstrable experience
APTITUDE & ABILITIES
Essential
- Dealing with highly sensitive issues - bereavements or serious harm to patients
- Emotional resilience
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.
