Job summary
An exciting opportunity has arisen due to internal development within our PALS department. The Deputy Head of the Patient Advice and Liaison Service (PALS) will work along side the Head of PALS to ensure that patients, carers, and their families are listened to and that the trust takes appropriate action to learn and implement change.
The post holder will have a particular responsibility for the delivery of a comprehensive data reporting and analysis function relating to complaints and concerns, working closely with other Patient Quality departments to triangulate data across risk, incidents, and claims.
The post holder will deputise for the Head of PALS to advise service users, clinical and non-clinical patient services with respect to patient feedback, concerns, and complaints, ensuring that processes, policies, local and national guidelines are adhered to.
Interview Date; 18th October 2023
Main duties of the job
- Ensure that the trust has an accessible Patient Advice Liaison Service which is highly visible and effective in providing advice, support information and signposting services to patients, service users, carers, and members of the public and trust staff.
- Support the Head of PALS to provide a compassionate, efficient, and effective complaints and concerns management service ensuring that local and national processes and policies are met with a comprehensive and timely manner.
- Support the Head of PALS To facilitate accessible patient feedback across the whole patient journey including the Friends and Family Test (FFT), National surveys and 'Care Reflections' throughout the trust.
- Working with both the patient advice and liaison team and the trust information team, will ensure that standardised and robust data collection and reporting mechanisms are in place at all times. Professional ownership of data integrity will be central to all work undertaken, as will a comprehensive understanding of relevant national and local standards.
- Working closely with Divisional Managers, Clinicians, and staff in providing high quality patient complaint and concern intelligence information and analysis to support the divisional and trust wide objectives.
- Proactively engage the divisional managers in order to develop robust quality improvement cycles, actions, and reviews
About us
Our STAR values are at the heart of everything we do. You can expect to see them in the way we act andthe way we treat each other. Our values make us who we are.
Service We will put our patients firstTeamwork We will work togetherAmbition We will aspire to provide the best serviceRespect We will act with integrity
Job description
Job responsibilities
- Develop a robust report writing matrix in order to extract key themes and areas for learning and where necessary present these to senior managers and clinicians
- Provide and receive highly complex and sensitive information relating to patient complaints and concerns.
- Attend divisional meetings to present relevant data and agree associated areas for improvement, learning and actions.
- Local and national meetings with partners, external agencies or professional organisations when required.
- Undertake benchmarking analysis to support continuing improvement in the efficiency of clinical services.
- Proactively identify opportunities to utilise statistical and analytical techniques to analyse and interpret data and provide useful information to identify themes, trends, and areas for improvement.
- Work closely with the Quality Data Manager / Information Analyst and Datix Facilitator to ensure that themes and trends are triangulated across the trust.
- Work with the Head of Patient Experience and Engagement and divisional managers to ensure that public members are actively involved in quality improvement workstreams following identification of themes and trends.
Responsibilities for People & Training
- Deputise for the Head of PALS in their absence.
- Undertake duties delegated by the Head of PALS.
- Provide specialist training in relation to the complaints data software to the Quality Governance Facilitators and clinical teams as required.
- To line manage PALS administration as per the agreed organisational structure.
Job description
Job responsibilities
- Develop a robust report writing matrix in order to extract key themes and areas for learning and where necessary present these to senior managers and clinicians
- Provide and receive highly complex and sensitive information relating to patient complaints and concerns.
- Attend divisional meetings to present relevant data and agree associated areas for improvement, learning and actions.
- Local and national meetings with partners, external agencies or professional organisations when required.
- Undertake benchmarking analysis to support continuing improvement in the efficiency of clinical services.
- Proactively identify opportunities to utilise statistical and analytical techniques to analyse and interpret data and provide useful information to identify themes, trends, and areas for improvement.
- Work closely with the Quality Data Manager / Information Analyst and Datix Facilitator to ensure that themes and trends are triangulated across the trust.
- Work with the Head of Patient Experience and Engagement and divisional managers to ensure that public members are actively involved in quality improvement workstreams following identification of themes and trends.
Responsibilities for People & Training
- Deputise for the Head of PALS in their absence.
- Undertake duties delegated by the Head of PALS.
- Provide specialist training in relation to the complaints data software to the Quality Governance Facilitators and clinical teams as required.
- To line manage PALS administration as per the agreed organisational structure.
Person Specification
Qualifications
Essential
- Qualification comparable to a Level 6 qualification on the National Qualifications Framework (Degree level or equivalent) (or evidence of experiential learning to comparable level)
- Recognised IM&T qualifications or training (e.g., Microsoft Office User Specialist Certification or equivalent experience)
- Qualification in intermediate Excel usage or relevant qualification or equivalent experience
- Experience of Complaint Management or working in a customer care service
Desirable
- Degree in relevant fields e.g., informatics, analysis, statistics
- Experience of Datix system
- Experience of working in a PALs service
Experience
Essential
- Experience of managing a team
- Proven experience working within an Information or analysis role
- Experience of influencing and directing others
- Able to work under pressure, prioritise tasks and work to deadlines
Desirable
- Understanding of NHS management of PALS and complaints services
- Experience of providing training/instruction to others
Skills
Essential
- Strong team management and leadership
- Ability to manage conflicts and difficult situations
- Able to work autonomously and under pressure to meet strict deadlines
- Able to work as part of a team and demonstrate work planning and management skills
- Possess the highest standard of interpersonal, influencing and communication skills and be able to interpret and determine the requirements of information users and develop reports which meet these requirements whilst being easily understood
Desirable
- Evidence of experience in user involvement activities and working with diverse communities with sensitivity for other cultures
Person Specification
Qualifications
Essential
- Qualification comparable to a Level 6 qualification on the National Qualifications Framework (Degree level or equivalent) (or evidence of experiential learning to comparable level)
- Recognised IM&T qualifications or training (e.g., Microsoft Office User Specialist Certification or equivalent experience)
- Qualification in intermediate Excel usage or relevant qualification or equivalent experience
- Experience of Complaint Management or working in a customer care service
Desirable
- Degree in relevant fields e.g., informatics, analysis, statistics
- Experience of Datix system
- Experience of working in a PALs service
Experience
Essential
- Experience of managing a team
- Proven experience working within an Information or analysis role
- Experience of influencing and directing others
- Able to work under pressure, prioritise tasks and work to deadlines
Desirable
- Understanding of NHS management of PALS and complaints services
- Experience of providing training/instruction to others
Skills
Essential
- Strong team management and leadership
- Ability to manage conflicts and difficult situations
- Able to work autonomously and under pressure to meet strict deadlines
- Able to work as part of a team and demonstrate work planning and management skills
- Possess the highest standard of interpersonal, influencing and communication skills and be able to interpret and determine the requirements of information users and develop reports which meet these requirements whilst being easily understood
Desirable
- Evidence of experience in user involvement activities and working with diverse communities with sensitivity for other cultures
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).
