Job summary
An exciting opportunity has arisen for a
dedicated, enthusiastic individual to join the Complaints and PALS Team as a PALS
Officer within the Integrated Governance and Quality Department at Warrington
and Halton Teaching Hospitals NHS Foundation Trust. The role will be a
fixed-term contract of 12 months; however, this role sits within the wider
Governance portfolio where there are many opportunities for learning and
personal development. This role is also open to secondments.
Main duties of the job
We are looking for an organised and confident
individual to work within the Complaints and PALS Team to provide
an essential service and be responsible for managing patient and public
feedback on services provided by the Trust.
This role supports the Trust in the efficient and equitable investigation
and processing of complaints within the Warrington & Halton Hospitals NHS
Foundation Trust, in accordance with the NHS Complaints Regulations
(2009).
The successfully candidate will be part of an overall team,
however, the postholder will be required to:
Work independently utilising their own skills and initiative
without the need for supervision.
Have a methodical approach to work, be organised and
efficient, with attention to detail.
Have the ability to speak with patients and their relatives
in a calm, understanding and empathetic manner to achieve a resolution.
Work with and develop relationships with the wider clinical
teams to ensure that concerns and complaints responses are of high quality and
resolved within deadlines.
Have the ability to work within a team environment and
individually.
Have the ability to work to tight deadlines.
Be flexible and responsive to change.
About us
You will be working within the Complaints and
PALS Team in the Governance offices. We are a welcoming, supportive, and
hardworking team who are dedicated to improving patient care and experience. If
this role appeals to you, we would love to hear from you!
For further details / informal visits please contact:
Rebecca Abram
Complaints Resolutions Lead
Warrington Hospital
rebecca.abram@nhs.net
Interviews will take place on 13th November 2023
Job description
Job responsibilities
The post holder will act as Patient Advice
& Liaison (PALS) Officer, providing an accessible service to patients,
carers, friends and families and all core responsibilities of the PALS
role. The PALS role provides on the spot
help to those who seek help with the ability negotiate immediate solutions or
speedy resolution of problems. PALS
Officers act as a gateway to appropriate independent advice and advocacy
support from local and national sources; providing accurate information to
patients, carers and families, about services, and about other health related
issues PALS Officers work across
organisational boundaries and support staff at all levels within the Trust to
develop a responsive culture. The post
holder will oversee and coordinate the Patient Experience Officers in
performing the PALS function as part of their role. The post holder will direct day to day
operations, allocation of PALS workload and monitoring achievement of day to
day performance/outcomes.
Full Job Description Attached
Job description
Job responsibilities
The post holder will act as Patient Advice
& Liaison (PALS) Officer, providing an accessible service to patients,
carers, friends and families and all core responsibilities of the PALS
role. The PALS role provides on the spot
help to those who seek help with the ability negotiate immediate solutions or
speedy resolution of problems. PALS
Officers act as a gateway to appropriate independent advice and advocacy
support from local and national sources; providing accurate information to
patients, carers and families, about services, and about other health related
issues PALS Officers work across
organisational boundaries and support staff at all levels within the Trust to
develop a responsive culture. The post
holder will oversee and coordinate the Patient Experience Officers in
performing the PALS function as part of their role. The post holder will direct day to day
operations, allocation of PALS workload and monitoring achievement of day to
day performance/outcomes.
Full Job Description Attached
Person Specification
Qualifications
Essential
- Good general education with GCSE (or equivalent) in English and Mathematics.
-
- Counselling Diploma or equivalent.
Desirable
- Counselling Diploma or equivalent
Experience
Essential
- Having worked in a customer service environment.
- Working with distressed individuals, patients/clients, relatives, friends, vulnerable groups.
Desirable
- Experience of having worked within the principles of an NHS Complaints policy/ procedure.
- Working as PALS/Patient Relations Officer within NHS organisation
Knowledge & Skills
Essential
- Experience of using language and writing skills to a high standard to resolve patient experience issues.
- Excellent communicator who is good with the general public and who can think on your feet.
- Competent in IT systems and recording information.
- Experience of conflict resolution, negotiation and arbitration skills (i.e. of neutrality & advocacy).
- Experience of working to deadlines and managing complex workloads.
- Experience of having provided and received complex, sensitive or contentious information with tact and sensitivity.
- Understanding of the policies pertaining to confidentiality in healthcare and data protection standards in the NHS.
Desirable
- Competent in the use of the Meditech and Datix Risk Management systems as it relates to the post.
Person Specification
Qualifications
Essential
- Good general education with GCSE (or equivalent) in English and Mathematics.
-
- Counselling Diploma or equivalent.
Desirable
- Counselling Diploma or equivalent
Experience
Essential
- Having worked in a customer service environment.
- Working with distressed individuals, patients/clients, relatives, friends, vulnerable groups.
Desirable
- Experience of having worked within the principles of an NHS Complaints policy/ procedure.
- Working as PALS/Patient Relations Officer within NHS organisation
Knowledge & Skills
Essential
- Experience of using language and writing skills to a high standard to resolve patient experience issues.
- Excellent communicator who is good with the general public and who can think on your feet.
- Competent in IT systems and recording information.
- Experience of conflict resolution, negotiation and arbitration skills (i.e. of neutrality & advocacy).
- Experience of working to deadlines and managing complex workloads.
- Experience of having provided and received complex, sensitive or contentious information with tact and sensitivity.
- Understanding of the policies pertaining to confidentiality in healthcare and data protection standards in the NHS.
Desirable
- Competent in the use of the Meditech and Datix Risk Management systems as it relates to the post.
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
Warrington and Halton Teaching Hospitals NHSFT
Address
Warrington Hospital
Lovely Lane
Warrington
Cheshire
WA5 1QG
Employer's website
https://whh.nhs.uk (Opens in a new tab)
