PALS Assistant - Patient Experience

East and North Herts NHS Trust

This job is now closed

Job summary

We are recruiting for a PALS Assistant - Patient Experience who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

You will provide administrative support to the Complaints, PALS and Patient and Carer Experience Lead Assist in providing support with a variety of administrative tasks for the teams within the Patient and Carer Experience (PACE) Service.

Supporting staff in gaining feedback from patients, their friends and family to find out about their experience and what matters most to them.

You will collate patient experience feedback and make it available to staff and for display in public areas of the Trust.

Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!

Main duties of the job

Supporting the PALS department with day to day tasks such as taking phone calls and calling patients to which tor raise concerns, visiting wards, chasing open cases and any additional administration tasks.
Manually inputting the Friends and Family surveys into ENHance
Calling patients for feedback about their experiences

About us

At East and North Hertfordshire NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

The Lister Hospital, Stevenage
New Queen Elizabeth II (New QEII), Welwyn Garden City
Hertford County, Hertford
Mount Vernon Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Date posted

13 December 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year per annum pro rata

Contract

Permanent

Working pattern

Part-time

Reference number

361-6841082

Job locations

Lister Hospital

Coreys Mill Lane

Stevanage

SG1 4AB

Job description

Job responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

Job description

Job responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

Person Specification

Qualifications / Training

Essential

Good standard of education at GCSE A-C
NVQ 3 in Business Administration or equivalent experience

Previous Experience

Essential

Experience in a customer or patient facing role
Experience of dealing with confidential information

Desirable

Competence in the use of ENHance and clinical systems
Basic knowledge of the key principles or patient experience and the complaints and PALS process.

Skills

Essential

Excellent organisational skills
Excellent time management skills and ability to adhere to strict deadlines
Ability to receive and communicate clearly, respectfully and effectively; face to face, telephone and written
Ability to prioritise and organise own workload with varying and unpredictable demands, working without supervision
Ability to communicate with members of the public who may be upset and frustrated.
Working with computer-based systems on a daily basis requiring high levels of concentration

Knowledge

Essential

Awareness of requirements of NHS England Friends and Family Test guidance
Knowledge of how to recognise concerns raised in Feedback

Person Specification

Qualifications / Training

Essential

Good standard of education at GCSE A-C
NVQ 3 in Business Administration or equivalent experience

Previous Experience

Essential

Experience in a customer or patient facing role
Experience of dealing with confidential information

Desirable

Competence in the use of ENHance and clinical systems
Basic knowledge of the key principles or patient experience and the complaints and PALS process.

Skills

Essential

Excellent organisational skills
Excellent time management skills and ability to adhere to strict deadlines
Ability to receive and communicate clearly, respectfully and effectively; face to face, telephone and written
Ability to prioritise and organise own workload with varying and unpredictable demands, working without supervision
Ability to communicate with members of the public who may be upset and frustrated.
Working with computer-based systems on a daily basis requiring high levels of concentration

Knowledge

Essential

Awareness of requirements of NHS England Friends and Family Test guidance
Knowledge of how to recognise concerns raised in Feedback

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.

Employer details

Employer name

East and North Herts NHS Trust

Address

Lister Hospital

Coreys Mill Lane

Stevanage

SG1 4AB

Employer's website

https://www.enherts-tr.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

East and North Herts NHS Trust

Address

Lister Hospital

Coreys Mill Lane

Stevanage

SG1 4AB

Employer's website

https://www.enherts-tr.nhs.uk/ (Opens in a new tab)

For questions about the job, contact:

PACE Lead

Sophie Williams

sophie.williams32@nhs.net

Date posted

13 December 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year per annum pro rata

Contract

Permanent

Working pattern

Part-time

Reference number

361-6841082

Job locations

Lister Hospital

Coreys Mill Lane

Stevanage

SG1 4AB

Supporting documents

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