Job summary
PALS act on behalf of patients' and their families and carers, liaisingwith staff, managers and where appropriate, other relevant organisations, to help resolve concerns and queries.
The PALS officer will need to help resolve any concerns or enquiries patients, relatives,carersand staffmay have with any aspect of the Trust's services.
Main duties of the job
The post holder will:
About us
At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of "excellent health care, improved health for all". We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.
As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.
As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.
Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.
Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)
Job description
Job responsibilities
Please refer to the attached job description for full details of the main duties and responsibilities that the post holder is required to undertake.
Job description
Job responsibilities
Please refer to the attached job description for full details of the main duties and responsibilities that the post holder is required to undertake.
Person Specification
Communication
Essential
- Liaison and negotiating skills
- Excellent written and verbal communication skills, with the ability to communicate with people at all levels using different methods
- Able to deal with people who may be distressed, anxious or potentially aggressive
Analytical & Judgement Skills
Essential
- Display confidence in own judgement but responds constructively to alternative ideas
- Ability to use own initiative and re-prioritise work when needed
Planning & Organisational Skills
Essential
- Excellent organisational skills and the ability to organise and plan to meet deadlines and manage time effectively
- Ability to work calmly and effectively under pressure
- Able to manage time and work under pressure
Physical Skills
Essential
- Good computer skills: Competent in Microsoft Office software and databases e.g. Datix, PAS
- Capable of working without supervision
Knowledge
Desirable
- Knowledge of NHS Complaints Procedure/PALS
- Knowledge of The Dudley Group or another acute/integrated Trust
Qualifications
Essential
- Minimum 4 GCSE's, NVQ3 or equivalent
Desirable
- Previous PALS experience
- 'A' Level equivalent or higher education
Experience
Essential
- Extensive experience working with patients and the public in customer service role
- Extensive administration experience
- Experience of preparing written responses
Desirable
- Experience of using DATIX database system
Person Specification
Communication
Essential
- Liaison and negotiating skills
- Excellent written and verbal communication skills, with the ability to communicate with people at all levels using different methods
- Able to deal with people who may be distressed, anxious or potentially aggressive
Analytical & Judgement Skills
Essential
- Display confidence in own judgement but responds constructively to alternative ideas
- Ability to use own initiative and re-prioritise work when needed
Planning & Organisational Skills
Essential
- Excellent organisational skills and the ability to organise and plan to meet deadlines and manage time effectively
- Ability to work calmly and effectively under pressure
- Able to manage time and work under pressure
Physical Skills
Essential
- Good computer skills: Competent in Microsoft Office software and databases e.g. Datix, PAS
- Capable of working without supervision
Knowledge
Desirable
- Knowledge of NHS Complaints Procedure/PALS
- Knowledge of The Dudley Group or another acute/integrated Trust
Qualifications
Essential
- Minimum 4 GCSE's, NVQ3 or equivalent
Desirable
- Previous PALS experience
- 'A' Level equivalent or higher education
Experience
Essential
- Extensive experience working with patients and the public in customer service role
- Extensive administration experience
- Experience of preparing written responses
Desirable
- Experience of using DATIX database system
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).
