Job summary
Under the
guidance of PALS Manager, liaise with front-line staff, ward managers, matrons
and departmental managers to facilitate a real-time response to concerns and
issues raised by patients, carers, relatives; supporting open communication and
reducing the need for a referral through the formal complaints procedure.
Through the use of the Generic
Patient Services email account, provide written advice and support to patients
and relatives, action specific questions raised by relatives which may include
dealing with complex, sensitive and sometimes conflicting information whilst
dealing with distressed service users and their families in potentially
distressing situations.
To ensure that the Trust complies
with its strategy of Putting Patients First helping to develop, share and
promote best practice to resolve
problems and improve service delivery.
Main duties of the job
Under
the guidance of the PALS Manager, provide information and support to patients,
relatives and staff including signposting to patients and or relatives where
there may be communication difficulties or may be distressed.
Using
the Generic Patient Services email account, support processes to facilitate an
on the spot response to concerns and problems raised by patients, relatives,
alleviating the need for transfer to the formal complaints procedure.
Provide
a first line of response to enquiries received by telephone, email or in person
ensuring that these are handled confidentially and confidently in a professional
manner.
Maintain
PALS database and ensure accurate inputting on the DATIX Incident reporting
system.
Under
the guidance of the PALS Manager, provide advice and guidance to
patients/relatives with immediate concerns or problems. Provide solutions for
routine queries/concerns e.g. accessing a service and deciding what to refer to
others. Highlight the range of options available to promote a resolution,
liaising with other agencies as appropriate.
About us
Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.
Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.
The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester
Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.
We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.
Our objectives are simple:
- Best services for local people
- Best experience of care and best outcomes for our patients
- Best use of resources
- Best people
Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.
We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.
Job description
Job responsibilities
Sensitively
manage the receipt of information pertaining to clinical incidents and
complaints. Ensure that department and
trust policies are followed and that confidentiality is maintained at all
times.
Ensure
and maintain accurate and concise record keeping regarding all contacts at all
times.
To
work with the PALS Manager and Complaints Manager to ensure databases are
accurate and that data pulled from them is credible.
Inform
the PALS Manager of any problems, risks or concerns, enabling assurance that
these are fed back through the Trusts reporting mechanisms to improve the
quality of services.
Assist
in the development of all formats of patient information, including written and
electronic, and contribute to development of policies and procedures.
Assist
in the process of obtaining patient views of services provided and collate data
on trust systems, including Datix, producing reports and supporting internal
training as required.
The
service may work with volunteers to support development of the service and work
together on bespoke projects which will be both one off and ongoing.
Support
conversations between medical staff and patients/relatives who may have
problems or questions relating to treatment and care.
Using
the Generic in-box arrange appointments where necessary
for patients to meet with senior staff to discuss any concerns relating to
treatment or the trust.
Exchanging
confidential, sensitive or contentious information with senior
managers/matrons/patients/carers which requires assertive and persuasive
communication skills.
Alert
the Communications team, the Head of
Patient, Carer and Public Engagement and
the PALS Manager of any matters raised through PALS, that might attract adverse
media coverage.
Be
aware of the implications of the Freedom of Information Act 2000, Data
Protection Act 1998, GDPR 2018, Access to Health Records Act 1990, The
Human Rights Act 1998 and the Trusts Confidentiality Policy whilst
undertaking this role.
Work
with colleagues within the Patient Services Team and other teams across the
trust to promote good working relationships and to respond to the trusts core
values in delivering the organisations business plan and strategy.
Job description
Job responsibilities
Sensitively
manage the receipt of information pertaining to clinical incidents and
complaints. Ensure that department and
trust policies are followed and that confidentiality is maintained at all
times.
Ensure
and maintain accurate and concise record keeping regarding all contacts at all
times.
To
work with the PALS Manager and Complaints Manager to ensure databases are
accurate and that data pulled from them is credible.
Inform
the PALS Manager of any problems, risks or concerns, enabling assurance that
these are fed back through the Trusts reporting mechanisms to improve the
quality of services.
Assist
in the development of all formats of patient information, including written and
electronic, and contribute to development of policies and procedures.
Assist
in the process of obtaining patient views of services provided and collate data
on trust systems, including Datix, producing reports and supporting internal
training as required.
The
service may work with volunteers to support development of the service and work
together on bespoke projects which will be both one off and ongoing.
Support
conversations between medical staff and patients/relatives who may have
problems or questions relating to treatment and care.
Using
the Generic in-box arrange appointments where necessary
for patients to meet with senior staff to discuss any concerns relating to
treatment or the trust.
Exchanging
confidential, sensitive or contentious information with senior
managers/matrons/patients/carers which requires assertive and persuasive
communication skills.
Alert
the Communications team, the Head of
Patient, Carer and Public Engagement and
the PALS Manager of any matters raised through PALS, that might attract adverse
media coverage.
Be
aware of the implications of the Freedom of Information Act 2000, Data
Protection Act 1998, GDPR 2018, Access to Health Records Act 1990, The
Human Rights Act 1998 and the Trusts Confidentiality Policy whilst
undertaking this role.
Work
with colleagues within the Patient Services Team and other teams across the
trust to promote good working relationships and to respond to the trusts core
values in delivering the organisations business plan and strategy.
Person Specification
Skills and Knowledge
Essential
- Strong written and verbal communication skills
- Able to organise own time and workload
- Able to derive information from complex or contentious sources such as letters, emails or telephone calls
- Knowledge of the Trusts 4ward Behaviours and Vision and how this underpins the role of PALS Officer at the trust
- Demonstrates attention to detail
- High level of interpersonal skills
- Understanding of confidentiality requirements
- Proficient in use of information technology
- Experience of utilising a database/Patient Administration System.
- Awareness of the trusts Complaints Procedure
- Competent in the use of Microsoft Office Applications
- Ability to communicate effectively with colleague's at all levels, including at a senior level
- Knowledge of the NHS in the acute and/or primary sector
Desirable
- Able to analyse complex situations and generate practical solutions
- Awareness of equality with regards employment and service delivery
- Understands the roles of advocacy, mediation and conciliation
- Working knowledge of Access to Health Records, the Data Protection Act and Information Governance
Qualifications
Essential
- GCSE/ A Level/NVQ Level 3 or equivalent relevant experience
- Evidence of commitment to continuing professional development in a relevant field
Desirable
- Management Qualification
- Administrative procedures and systems; acquired through training and experience
- Customer Service training
- Listening and Communication skills training
Experience
Essential
- Significant experience in a patient-facing/ face to face role
- Experience in complex administrative/supervisory role
- Able to demonstrate personal credibility
- Customer service experience
- Proven experience of conflict resolution
- Keyboard skills and maintaining accurate databases Microsoft Office applications particularly Outlook Word/Excel
- Experience of dealing with difficult /challenging behaviour
- Experience of working within a demanding environment
- Experience of working to targets/deadlines through frequent interruptions
Desirable
- Experience of presenting/sharing/communicating information to groups of senior people
- Evidence of attendance at or delivery of communications training
- Experience of working with hospital IT systems
- Experience of delivering training to team members, individuals or groups
- Experience of working in the NHS in a patient contact role, including previous experience of conflict resolution, resolving issues to a satisfactory conclusion and partnership working
Person Specification
Skills and Knowledge
Essential
- Strong written and verbal communication skills
- Able to organise own time and workload
- Able to derive information from complex or contentious sources such as letters, emails or telephone calls
- Knowledge of the Trusts 4ward Behaviours and Vision and how this underpins the role of PALS Officer at the trust
- Demonstrates attention to detail
- High level of interpersonal skills
- Understanding of confidentiality requirements
- Proficient in use of information technology
- Experience of utilising a database/Patient Administration System.
- Awareness of the trusts Complaints Procedure
- Competent in the use of Microsoft Office Applications
- Ability to communicate effectively with colleague's at all levels, including at a senior level
- Knowledge of the NHS in the acute and/or primary sector
Desirable
- Able to analyse complex situations and generate practical solutions
- Awareness of equality with regards employment and service delivery
- Understands the roles of advocacy, mediation and conciliation
- Working knowledge of Access to Health Records, the Data Protection Act and Information Governance
Qualifications
Essential
- GCSE/ A Level/NVQ Level 3 or equivalent relevant experience
- Evidence of commitment to continuing professional development in a relevant field
Desirable
- Management Qualification
- Administrative procedures and systems; acquired through training and experience
- Customer Service training
- Listening and Communication skills training
Experience
Essential
- Significant experience in a patient-facing/ face to face role
- Experience in complex administrative/supervisory role
- Able to demonstrate personal credibility
- Customer service experience
- Proven experience of conflict resolution
- Keyboard skills and maintaining accurate databases Microsoft Office applications particularly Outlook Word/Excel
- Experience of dealing with difficult /challenging behaviour
- Experience of working within a demanding environment
- Experience of working to targets/deadlines through frequent interruptions
Desirable
- Experience of presenting/sharing/communicating information to groups of senior people
- Evidence of attendance at or delivery of communications training
- Experience of working with hospital IT systems
- Experience of delivering training to team members, individuals or groups
- Experience of working in the NHS in a patient contact role, including previous experience of conflict resolution, resolving issues to a satisfactory conclusion and partnership working
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.
