Job summary
We have an exciting opportunity to come and join our Patient Advice and Liaison Service (PALS) team
The PALS team is the Trust's patient facing point of contact for taking and resolving complaints. concerns, requests for information and compliments.
Empathy, compassion and excellent communication skills, along with the ability to actively listen are essential attributes for this public facing role.
The ideal candidate will be able to manage and co-ordinate several activities simultaneously and demonstrate a high degree of attention to detail and autonomy. You will be able to plan and organise a range of complex activities, and have the ability to work unsupervised on some project areas. You will be skilled in conflict resolution.
This job opportunity will provide the successful candidate with additional skills and experience relating to customer service and complaints handling in line with NHS regulations.
Main duties of the job
- Act as an initial contact for complaints, concerns, queries raised by patients, relatives and carers.
- Communicate with patients either face to face, by phone or e-mail when they raise a complaint or concern or request information.
- Visit Wards and departments within the trust to facilitate resolution of concerns.
- Liaise directly with patients. relatives, carers and clinical teams.
- Discuss the management of the complaint or concern and offer advice on the options for timely resolution and the processes that would be followed.
- To input detail on to the Datix system, maintaining accurate data including all patient/complainant demographics, ethnicity, and consent.
About us
Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030).
We have four primary goals:o high-quality care for all,o being a great place to work,o partnerships for impact, ando research and education excellence
And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities.
Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all:o we are compassionate,o we are proud,o we are inclusive, ando we are one team
This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve
About the University Hospitals of Leicester NHS Trust (leicestershospitals.nhs.uk)
Job description
Job responsibilities
- Act as an initial contact for complaints, concerns, queries raised by patients, relatives and carers.
- Communicate with patients either face to face, by phone or e-mail when they raise a complaint or concern or request information.
- Plan, co-ordinate and facilitate meetings.
- Review all responses to ensure demographics are accurate and all aspects of the complaint/concern have been covered.
- To receive telephone calls and personal visitors to the department. Consider enquiries acting on your own initiative, and making a judgement whether there is the need for senior input.
Job description
Job responsibilities
- Act as an initial contact for complaints, concerns, queries raised by patients, relatives and carers.
- Communicate with patients either face to face, by phone or e-mail when they raise a complaint or concern or request information.
- Plan, co-ordinate and facilitate meetings.
- Review all responses to ensure demographics are accurate and all aspects of the complaint/concern have been covered.
- To receive telephone calls and personal visitors to the department. Consider enquiries acting on your own initiative, and making a judgement whether there is the need for senior input.
Person Specification
Experience
Essential
- At least four years' experience in an administrative role including at least one year's experience in a specialism and/or senior administrative role
- Experience of working in a PILS/Complaints or Customer service/client care role.
- Experience of handling sensitive or difficult information.
Desirable
- Knowledge/experience of communicating with people with specific communication needs (e.g. different languages, hearing impaired).
Training and Qualifications
Essential
- RSA II or equivalent level of competency (standard keyboard use).
- Knowledge and understanding of confidentiality issues and data protection.
Communication and Relationships= Skills
Essential
- Excellent communication skills, both written and verbal.
- Excellent organisational skills and ability to multi-task and prioritise effectively.
- Attention to detail and accuracy.
Other requirements specific to the role
Essential
- Enthusiastic, proactive and positive, with a 'can do' approach.
- Adaptable, flexible and a team player.
- Sensitive to others, and the needs of patients and the public.
Person Specification
Experience
Essential
- At least four years' experience in an administrative role including at least one year's experience in a specialism and/or senior administrative role
- Experience of working in a PILS/Complaints or Customer service/client care role.
- Experience of handling sensitive or difficult information.
Desirable
- Knowledge/experience of communicating with people with specific communication needs (e.g. different languages, hearing impaired).
Training and Qualifications
Essential
- RSA II or equivalent level of competency (standard keyboard use).
- Knowledge and understanding of confidentiality issues and data protection.
Communication and Relationships= Skills
Essential
- Excellent communication skills, both written and verbal.
- Excellent organisational skills and ability to multi-task and prioritise effectively.
- Attention to detail and accuracy.
Other requirements specific to the role
Essential
- Enthusiastic, proactive and positive, with a 'can do' approach.
- Adaptable, flexible and a team player.
- Sensitive to others, and the needs of patients and the public.
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).
