Job summary
Whipps Cross Hospital is recruiting to the position of PALS Officer to work within their Clinical Governance and Risk Department. The role is integral to providing an identifiable, accessible service to assist patients and relatives/carers with enquiries and concerns involving Trust services. The PALS Officer will act as a facilitator, working closely with staff and managers to resolve queries and concerns in a timely and effective way in order to achieve the best possible outcome for patients, relatives and carers. They further advise patients on the formal NHS complaints procedure and provide information about independent complaints advocacy services should concerns go unresolved. The PALS Officer holds a fundamental role in assisting with the resolution of queries/concerns and reducing formal complaints for the hospital and will work within the Clinical Governance team to provide a high quality and patient-centered service for all.
In return, we will develop your skills, knowledge and experience within Clinical Governance with formal and on-the-job training. We are committed to Personal Development.
Main duties of the job
The PALS Officer role is integral to providing an identifiable, accessible service to assist
patients and carers with enquiries and concerns involving Trust services. The PALS Officer acts as a facilitator, working closely with staff and managers to resolve concerns in a timely and effective way in order to achieve the best possible outcome for patients. They advise patients on the formal NHS complaints procedure and provide information about independent complaints advocacy services. They act as a catalyst for change, feeding back patients' and carers' views and recommending actions to resolve problems, promoting continual service improvement. The post-holder will work within the PALS team to provide a high quality and responsive patient-centered service for all.
About us
Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
Person Specification
Qualifications
Essential
- Degree level qualification and/or Significant proven preferably most recent experience in working in a healthcare setting
- Knowledge of NHS complaints/PALS procedures gained from attending a relevant training course, or from experience in this area
Desirable
- Evidence of continuous professional development relevant to role
Experience
Essential
- Experience of collaborative work with healthcare practitioners in clinical services
- Strong negotiation skills and a proven record of dealing with patients and the general public
- Proven experience of resolving complaints, mediation or working in front-line patient or customer services
Desirable
- Experience of leading a small project or service change
- Experience of organising and/or facilitating meetings for patient involvement/engagement
Knowledge
Essential
- Understanding of principles of Healthcare Quality Governance, which includes the management and handling of complaints
- Knowledge of the functions of departments across an acute hospital
Desirable
- Knowledge of patient involvement techniques gained from relevant training or experience
- Knowledge of PSIRF
Skills
Essential
- Excellent verbal and written communication skills
- Ability to meet agreed objectives and work to tight deadlines
- Can demonstrate computer literacy in Windows and IT systems including MS Office skills, including Outlook, Word and Excel
- Able to store information and data safely and securely
- Able to undertake analysis of data and trends and report them clearly
- Able to work flexibly
- Able to establish positive work relationships
Desirable
- Skilled in use of Datix Risk / Incident Management Software
Other
Essential
- Smart, professional appearance
- Team worker
- Empathetic, calm and customer focused
- Ability to carry out the tasks of own job, self-reflect and identify own learning needs in order to develop performance
- Demonstrates the ability to undertake learning activities and records them
- Ability to identify and take action when own and other's actions undermines equality and diversity
Desirable
- Experience of providing teaching and development to staff
Person Specification
Qualifications
Essential
- Degree level qualification and/or Significant proven preferably most recent experience in working in a healthcare setting
- Knowledge of NHS complaints/PALS procedures gained from attending a relevant training course, or from experience in this area
Desirable
- Evidence of continuous professional development relevant to role
Experience
Essential
- Experience of collaborative work with healthcare practitioners in clinical services
- Strong negotiation skills and a proven record of dealing with patients and the general public
- Proven experience of resolving complaints, mediation or working in front-line patient or customer services
Desirable
- Experience of leading a small project or service change
- Experience of organising and/or facilitating meetings for patient involvement/engagement
Knowledge
Essential
- Understanding of principles of Healthcare Quality Governance, which includes the management and handling of complaints
- Knowledge of the functions of departments across an acute hospital
Desirable
- Knowledge of patient involvement techniques gained from relevant training or experience
- Knowledge of PSIRF
Skills
Essential
- Excellent verbal and written communication skills
- Ability to meet agreed objectives and work to tight deadlines
- Can demonstrate computer literacy in Windows and IT systems including MS Office skills, including Outlook, Word and Excel
- Able to store information and data safely and securely
- Able to undertake analysis of data and trends and report them clearly
- Able to work flexibly
- Able to establish positive work relationships
Desirable
- Skilled in use of Datix Risk / Incident Management Software
Other
Essential
- Smart, professional appearance
- Team worker
- Empathetic, calm and customer focused
- Ability to carry out the tasks of own job, self-reflect and identify own learning needs in order to develop performance
- Demonstrates the ability to undertake learning activities and records them
- Ability to identify and take action when own and other's actions undermines equality and diversity
Desirable
- Experience of providing teaching and development to staff
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).
