Job summary
We have an exciting opportunity for two PALS Officers to join the Governance Team at the Royal London Hospital. These roles are based at the Royal London but support the PALS service across both Royal London and Mile End Hospitals, offering advice, support, and guidance to patients, relatives, carers, and visitors.About the RoleAs a PALS Officer, you will:o Handle patient, relative, and carer enquiries, offering clear and compassionate guidance.o Address concerns and complaints proactively, working with hospital divisions to resolve issues and improve patient care.o Liaise with clinical and non-clinical teams to ensure concerns are resolved promptly and feedback is communicated effectively.o Signpost patients and families to appropriate hospital services, community resources, and support services.o Gather and analyse feedback from patients and families to improve patient experience and identify service improvements.o Ensure patients and families have access to clear, accurate, and accessible information about hospital services.o Maintain accurate and confidential records of all interactions in line with governance requirements.o Support the implementation of patient experience initiatives aimed at improving the overall hospital service.
Main duties of the job
The PALS Office role is integral to providing an identifiable, accessible service to assist patients and carers with enquiries and concerns involving Trust services. The PALS Office 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 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 Site Governance Team under the leadership of the Patient Advice and Liaison Team lead to provide a high quality and responsive patient-centered service for all users.
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
- Educated to degree level or equivalent study or attainment
Desirable
- Project management qualification or training Certificated generic counselling qualification or training Mediation diploma
- Conflict resolution accredited training
Experience
Essential
- Significant work experience of acute hospital organisations
- Experience of counselling, PALs or customer service or, front facing related work with patients and users or members of the public
Desirable
- Experience of other health or social care sectors
- Experience of the NHS complaint process and/or handling
- Evidence of collaborative work with health or social care professionals in clinical services
Knowledge
Essential
- Knowledge of Data Protection legislation and procedures
- Knowledge of safeguarding legislation and procedures
- n understanding of the NHS complaint regulations and procedures
- Knowledge of equality and diversity legislation and procedures.
- Working knowledge of office IT systems, including data base
- Able to identify potential risks involved in work activity for self and others
- Demonstrates high level of original thought innovations and problem solving skills
Desirable
- Knowledge of governance processes which includes complaints, risk and patient safety.
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent study or attainment
Desirable
- Project management qualification or training Certificated generic counselling qualification or training Mediation diploma
- Conflict resolution accredited training
Experience
Essential
- Significant work experience of acute hospital organisations
- Experience of counselling, PALs or customer service or, front facing related work with patients and users or members of the public
Desirable
- Experience of other health or social care sectors
- Experience of the NHS complaint process and/or handling
- Evidence of collaborative work with health or social care professionals in clinical services
Knowledge
Essential
- Knowledge of Data Protection legislation and procedures
- Knowledge of safeguarding legislation and procedures
- n understanding of the NHS complaint regulations and procedures
- Knowledge of equality and diversity legislation and procedures.
- Working knowledge of office IT systems, including data base
- Able to identify potential risks involved in work activity for self and others
- Demonstrates high level of original thought innovations and problem solving skills
Desirable
- Knowledge of governance processes which includes complaints, risk and patient safety.
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).
