Job summary
the PALS Officer is the first point of contact for service users and their family/friends to raise queries and concerns about the treatment and care we provide.
The role of the PALS Officer is to ensure these contacts are escalated and monitored for resolution in a timely manner, and recorded correctly for reporting.
At times you will need to deal with challenging situations with upset and emotional patients/relatives, and so empathy and compassion, with the capability to actively listen, are essential attributes in this public facing role.
The role is based at our Northwick Park Hospital site, but there may be some occasion to travel and work at our Ealing Hospital site.
Main duties of the job
As a PALS Officer, you will be an integral part of the Patient Experience Team, ensuring queries and concerns from our patients and their relatives are handled efficiently and compassionately.
Your role will involve managing the PALS enquiries from beginning to resolution, working closely with clinical and non-clinical teams to ensure a timely and satisfactory outcome.
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
o Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
o St Mark's Hospital: an internationally renowned specialist centre for bowel disease
o Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
o Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
Job description
Job responsibilities
To view the main responsibility, please see the attached the Job Description and Person Specification.
Job description
Job responsibilities
To view the main responsibility, please see the attached the Job Description and Person Specification.
Person Specification
Education and qualifications
Essential
- oEducated to A Level or equivalent combination of education and/or experience
Desirable
Knowledge & Experience
Essential
- oExperienced in the use of Word, Excel, Outlook, internet and database management, plus RSA II minimum or equivalent experience
- oPrevious experience of a customer care related role
- oKnowledge of Data Protection and Freedom of Information Act legislation
- oKnowledge of the NHS formal complaints process
Desirable
- oPrevious experience supervising others/the work of others
- oOffice administrative experience in an NHS environment
Skills, Abilities, Attributes
Essential
- oGood standard of literacy and numeracy and attention to detail
- oAbility to assimilate information quickly, to assess a situation and address it appropriately
- oAbility to explain information to others according to their knowledge and understanding
- oAble to prioritise competing demands, work well under pressure and adhere to tight deadlines
- oExcellent interpersonal and customer care skills
- oSound administrative, organisation and computing skills
- oAble to both make protocol driven decisions independently and seek guidance where appropriate
- oConfident, efficient and profession in his/her approach to all work
- oAble to remain calm and professional in response to challenging behaviour
- oBe non-judgemental, tactful, diplomatic and at ease with people at all levels
- oExcellent communication skills, both in writing and verbally
- oAbility to liaise with the public and staff at all levels, overcoming and communication difficulties
- oWork calmly under pressure
- oWork to deadlines producing accurate and concise work
- oUse own initiative
- oFlexible approach and organise work around competing demands
- oAbility to actively build positive work relationships with colleagues and public
- oAble to listen, share, give and receive support and advice
- oAble to function effective as part of a team
- oAble to manage unpredictable work pattern
- oProvide training in own discipline and provide training to other staff
Desirable
Person Specification
Education and qualifications
Essential
- oEducated to A Level or equivalent combination of education and/or experience
Desirable
Knowledge & Experience
Essential
- oExperienced in the use of Word, Excel, Outlook, internet and database management, plus RSA II minimum or equivalent experience
- oPrevious experience of a customer care related role
- oKnowledge of Data Protection and Freedom of Information Act legislation
- oKnowledge of the NHS formal complaints process
Desirable
- oPrevious experience supervising others/the work of others
- oOffice administrative experience in an NHS environment
Skills, Abilities, Attributes
Essential
- oGood standard of literacy and numeracy and attention to detail
- oAbility to assimilate information quickly, to assess a situation and address it appropriately
- oAbility to explain information to others according to their knowledge and understanding
- oAble to prioritise competing demands, work well under pressure and adhere to tight deadlines
- oExcellent interpersonal and customer care skills
- oSound administrative, organisation and computing skills
- oAble to both make protocol driven decisions independently and seek guidance where appropriate
- oConfident, efficient and profession in his/her approach to all work
- oAble to remain calm and professional in response to challenging behaviour
- oBe non-judgemental, tactful, diplomatic and at ease with people at all levels
- oExcellent communication skills, both in writing and verbally
- oAbility to liaise with the public and staff at all levels, overcoming and communication difficulties
- oWork calmly under pressure
- oWork to deadlines producing accurate and concise work
- oUse own initiative
- oFlexible approach and organise work around competing demands
- oAbility to actively build positive work relationships with colleagues and public
- oAble to listen, share, give and receive support and advice
- oAble to function effective as part of a team
- oAble to manage unpredictable work pattern
- oProvide training in own discipline and provide training to other staff
Desirable
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.
