Job summary
You will work as one of a small team of PALS officers, based in individual offices in hospitals across Cumbria, Newcastle, Northumberland, North Tyneside.
North of Tyne PALS (Patient Advice and Liaison Service) delivers the PALS service for all NHS organisations and services in Newcastle, Northumberland and North Tyneside. It is hosted by Northumbria Healthcare NHS Foundation Trust.
Please note: this vacancy may close earlier than advertised once the maximum number of applicants is met.
Main duties of the job
PALS acts on behalf of patients' their families and carers, liaising with staff, managers and, where appropriate, other relevant organisations, to negotiate speedy solutions to any problems or concerns and find answers to questions.
We are seeking to appoint a highly motivated individual to join our small team.
You should be educated to NVQ 3 or equivalent with at least 2 years' experience of working in a customer care environment or providing information and advice, including handling difficult or stressful situations. You should have an ability to liaise, with an understanding of person-centred approaches to ensure good outcomes for patients, their families and carers.
The role involves working with people to resolve problems therefore excellent communication and negotiation skills are essential, as is an understanding of the health and social care issues affecting a diverse range of communities.
No two days are the same. If you enjoy working with people and making a difference, we would like to hear from you. This is an excellent opportunity to support those who use NHS services and to help bring about changes to the way that services are delivered.
About us
Northumbria Healthcare NHS Foundation Trust manages three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality - opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England?
Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn't, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way. Please read 'applicant guidance notes' before submitting your application.
Job description
Job responsibilities
One of a team delivering a high quality, accessible Patient Advice and Liaison Service across a large geographical area and within the NHS organisations North of the Tyne and NEAS. To act as a facilitator in relation to the concerns of service users, their carers and families and to negotiate immediate solutions or resolution of issues as speedily as possible. To provide accurate information on all aspects of NHS services to help make contact with the NHS as easy as possible. To refer clients to advocacy services and other health and social care services when appropriate. Provide information on how to make a complaint about the services the Trusts provide, referring to ICA as appropriate. To act as a catalyst for change by suggesting service improvements to trusts as a consequence of resolving individual concerns. To undertake out-reach work and promotional activities across the NHS organisations. To develop knowledge of health and social care, including local practice and provision and national policy. To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working and collaboration within teams / departments and across organisational boundaries.
Job description
Job responsibilities
One of a team delivering a high quality, accessible Patient Advice and Liaison Service across a large geographical area and within the NHS organisations North of the Tyne and NEAS. To act as a facilitator in relation to the concerns of service users, their carers and families and to negotiate immediate solutions or resolution of issues as speedily as possible. To provide accurate information on all aspects of NHS services to help make contact with the NHS as easy as possible. To refer clients to advocacy services and other health and social care services when appropriate. Provide information on how to make a complaint about the services the Trusts provide, referring to ICA as appropriate. To act as a catalyst for change by suggesting service improvements to trusts as a consequence of resolving individual concerns. To undertake out-reach work and promotional activities across the NHS organisations. To develop knowledge of health and social care, including local practice and provision and national policy. To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working and collaboration within teams / departments and across organisational boundaries.
Person Specification
Experience
Essential
- Experience of working in a health, social care or community setting including the voluntary sector
- Experience of working across organisational boundaries.
- Providing mediation or customer care services.
Qualifications
Essential
- Knowledge of health and well being issues and services, acquired through training and experience to NVQ level 3 or equivalent plus knowledge and experience to diploma level equivalent
Skills & Abilities
Essential
- Computer skills to NVQ 2 or equivalent
Other Requirements.
Essential
- You may also need to travel between Trust premises as required for the performance of your duties. You may also be expected to work at any of the trust sites. The Trust would consider making reasonable adjustments to the role, if necessary, to enable a disabled person to undertake the role
Person Specification
Experience
Essential
- Experience of working in a health, social care or community setting including the voluntary sector
- Experience of working across organisational boundaries.
- Providing mediation or customer care services.
Qualifications
Essential
- Knowledge of health and well being issues and services, acquired through training and experience to NVQ level 3 or equivalent plus knowledge and experience to diploma level equivalent
Skills & Abilities
Essential
- Computer skills to NVQ 2 or equivalent
Other Requirements.
Essential
- You may also need to travel between Trust premises as required for the performance of your duties. You may also be expected to work at any of the trust sites. The Trust would consider making reasonable adjustments to the role, if necessary, to enable a disabled person to undertake the role
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).
