Job summary
The Patient Advice and Liaison Service (PALS) provide a central and visible point of contact for any service user requiring information or advice about the Trust's services or on health related matters. Importantly, PALS provide confidential support and advice to service users who have concerns about the Trust's services or the care and treatment being provided.
Where PALS are unable to quickly resolve a concern, they support the service user to access the Trust's formal complaint process and other relevant support services.
From their unique perspective, PALS play a key role in sharing patient insight to aid continuous improvement, supporting the delivery of safes care along with an excellent experience.
Previous applicants need not apply.
Main duties of the job
To work within our integrated Quality Department to assist patients, carers and visitors to resolve concerns and enquiries they may have with any aspect of the Trust's services; supporting them and showing them empathy in resolving their concerns. The post holder will:
1. Work as part of a team, handling concerns and informal complaints within specified time limits.
2. Liaise with enquirers, identifying the key points, agreeing an action plan and timescales and supporting the contact throughout the process.
3. Log contacts in a timely and accurately way on DATIX.
4. Update and analyse DATIX to identify trends and problems to be resolved.
5. Assist in the processes that ensure the department and the Trust achieve statutory standards such as Care Quality Commission requirements.
***Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.
About us
University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.
Job description
Job responsibilities
1. To provide a highly visible point of contact for patients or a representative raising an enquiry or complaint.
2. To act as a key point of contact for patients or their representatives through liaising with them to understand and to take details of their enquiry or complaint, whether that be in person, over the telephone or by written correspondence.
3. To produce high quality acknowledgement letters, confirming the complaint details and the patients or their representatives desired outcome.
4. To provide comprehensive support to those accessing and using the service through explaining and agreeing with them how their enquiry or complaint will be investigated.
5. To maintain an excellent understanding of data protection regulations and the Complaints Policy to ensure that patient information in only shared when it is appropriate to do so.
6. To ensure all contacts are kept fully updated throughout their case.
7. To refer clients to advocacy services and other health and social care services when appropriate.
8. To plan and facilitate complaint meetings and other methods of resolving patient, family and carers concerns.
9. Communicate complex and sensitive information to patients, relatives and carers in a compassionate manner and advise them of their options if they are dissatisfied with the outcome of their enquiry or complaint.
10. Maintain an excellent awareness of the Trusts Patient Safety Process and to recognise and flag when any issues raised within a complaint may constitute a patient safety incident.
11. Work in close collaboration with staff across the Patient Relations Team and wider Trust to ensure we deliver a patient centred approach to the handling of enquiries and concerns.
12. Maintain accurate and up to date electronic case records on the Trusts incident management system and on other programmes, such as Microsoft Excel.
13. Maintain a good working knowledge of accessibility standards to identify any requirements of service users and to make reasonable adjustments wherever required in order to provide an accessible service.
14. Participate in appraisals and personal reviews and work to achieve agreed set objectives.
15. Participate in appropriate training and development activities.
For further details of the role please see the attached job description.
Job description
Job responsibilities
1. To provide a highly visible point of contact for patients or a representative raising an enquiry or complaint.
2. To act as a key point of contact for patients or their representatives through liaising with them to understand and to take details of their enquiry or complaint, whether that be in person, over the telephone or by written correspondence.
3. To produce high quality acknowledgement letters, confirming the complaint details and the patients or their representatives desired outcome.
4. To provide comprehensive support to those accessing and using the service through explaining and agreeing with them how their enquiry or complaint will be investigated.
5. To maintain an excellent understanding of data protection regulations and the Complaints Policy to ensure that patient information in only shared when it is appropriate to do so.
6. To ensure all contacts are kept fully updated throughout their case.
7. To refer clients to advocacy services and other health and social care services when appropriate.
8. To plan and facilitate complaint meetings and other methods of resolving patient, family and carers concerns.
9. Communicate complex and sensitive information to patients, relatives and carers in a compassionate manner and advise them of their options if they are dissatisfied with the outcome of their enquiry or complaint.
10. Maintain an excellent awareness of the Trusts Patient Safety Process and to recognise and flag when any issues raised within a complaint may constitute a patient safety incident.
11. Work in close collaboration with staff across the Patient Relations Team and wider Trust to ensure we deliver a patient centred approach to the handling of enquiries and concerns.
12. Maintain accurate and up to date electronic case records on the Trusts incident management system and on other programmes, such as Microsoft Excel.
13. Maintain a good working knowledge of accessibility standards to identify any requirements of service users and to make reasonable adjustments wherever required in order to provide an accessible service.
14. Participate in appraisals and personal reviews and work to achieve agreed set objectives.
15. Participate in appropriate training and development activities.
For further details of the role please see the attached job description.
Person Specification
Qualifications
Essential
Desirable
Experience
Essential
Desirable
Knowledge
Essential
Desirable
Skills
Essential
Desirable
Person Specification
Qualifications
Essential
Desirable
Experience
Essential
Desirable
Knowledge
Essential
Desirable
Skills
Essential
Desirable
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).
