Job summary
**INTERNAL ONLY - ONLY OPEN TO STAFF AT MID YORKSHIRE
TEACHING NHS TRUST**
Previous applicants need not apply.
An exciting opportunity has arisen for a highly motivated
and enthusiastic person to join our Patient Advice and Liaison Team.
This role involves providing support, guidance and advice
for people who have concerns and complaints about various aspects of care. You will be required to liaise with Trust
staff to achieve fast resolution of concerns and support the Trust's formal
complaints processes. The successful
candidate will be a person who enjoys the challenge of resolving concerns
whilst working with patients and families in this fast-paced role.
The post holder is expected to demonstrate excellent verbal and written
communication skills, adaptable and flexible to pressures, and be able to use
own initiative.
Informal visits welcome for candidates shortlisted for
interview.
Main duties of the job
The post holder is expected to demonstrate
excellent communication skills, both written and verbal and significant
experience of office skills to support the effective provision of the Trust
PALS/complaints function.
About us
We provide care and support to over a million people in
Wakefield and Kirklees in their homes, community settings and across our
three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).
Always striving for excellence, we are at the forefront of
innovation and research, and we invest in teaching and the development of our
workforce.
We live by our values of caring, improving, being respectful
and maintaining high standards. We listen and learn because we aim to make Mid
Yorkshire the best place to work and receive care.
We value diversity and welcome talent and enthusiasm
irrespective of age, disability, neurodivergence, sex, gender identity and
gender expression, race or ethnicity, religion or belief, sexual orientation,
or other personal circumstances including providing unpaid carers support to
someone with a health and care need. As ethnic minority groups, members of the
LGBTQ+ community, and people with a disability/neurodivergence are currently
under-represented across the organisation, we encourage applications from
members of these groups. We have policies and procedures to ensure all
applicants are treated fairly and consistently.
We are proud of our staff networks - who offer valuable
guidance and feedback from those with lived experience.
We have a clear vision and you could be part of this! If
you share our values and you want to make a difference to the lives of our
patients and their families and carers, we would love to hear from you.
Job description
Job responsibilities
- Communication with the public and colleagues via
telephone, email and face to face.
-
Manage PALS enquiries from the public in a
timely manner.
- Be responsible in ensuring incoming mail is
received and distributed accordingly.
Making sure all complaint correspondence is dealt with promptly.
- Responsibility for arranging meetings and
organising appropriate hospitality and venues as required.
- To prepare reports, graphs, presentations to
support the work of the Head of Complaints & PALS and the Head of Patient Experience as
requested.
- To undertake photocopying, filing and other
administrative tasks as requested.
- To maintain an effective PALS database ensuring
that the data is kept in a secure manner adhering to Caldicott guidelines/GDPR
at all times.
-
To act as the front line patient advice and
liaison service dealing with enquires as they arise, efficiently,
sympathetically, professionally as well as promptly.
- To resolve concerns and complaints wherever
possible ensuring all activity is logged on the PALS database (DATIX).
-
To ensure that all PALS enquiries/complaints are
logged onto the formal complaints Datix database. To ensure complaints are done within 3
working days of receiving the complaint.
- Provide a first line of response to enquiries
received by telephone, email or in person ensuring that these are handled
confidentially, confidently in a professional manner.
- Report through the incident reporting mechanisms
if patients/callers are abusive in any way.
- Ensure that department and Trust policies are
followed and that confidentiality is maintained at all times.
- To ensure the need for a high standard of data
quality, confidentiality and information security.
- Exchanging confidential, sensitive or
contentious information with senior managers/matrons/patients/carers which
requires assertive and persuasive communication skills.
- To maintain accurate records, a comprehensive
filing system and efficient information retrieval system and to ensure this is
kept up to date.
- To regularly audit the quality of data inputted
onto the PALS/Formal Complaints database.
- To work with the Head of Complaints & PALS
to ensure these databases are accurate and data pulled from them is credible.
Job description
Job responsibilities
- Communication with the public and colleagues via
telephone, email and face to face.
-
Manage PALS enquiries from the public in a
timely manner.
- Be responsible in ensuring incoming mail is
received and distributed accordingly.
Making sure all complaint correspondence is dealt with promptly.
- Responsibility for arranging meetings and
organising appropriate hospitality and venues as required.
- To prepare reports, graphs, presentations to
support the work of the Head of Complaints & PALS and the Head of Patient Experience as
requested.
- To undertake photocopying, filing and other
administrative tasks as requested.
- To maintain an effective PALS database ensuring
that the data is kept in a secure manner adhering to Caldicott guidelines/GDPR
at all times.
-
To act as the front line patient advice and
liaison service dealing with enquires as they arise, efficiently,
sympathetically, professionally as well as promptly.
- To resolve concerns and complaints wherever
possible ensuring all activity is logged on the PALS database (DATIX).
-
To ensure that all PALS enquiries/complaints are
logged onto the formal complaints Datix database. To ensure complaints are done within 3
working days of receiving the complaint.
- Provide a first line of response to enquiries
received by telephone, email or in person ensuring that these are handled
confidentially, confidently in a professional manner.
- Report through the incident reporting mechanisms
if patients/callers are abusive in any way.
- Ensure that department and Trust policies are
followed and that confidentiality is maintained at all times.
- To ensure the need for a high standard of data
quality, confidentiality and information security.
- Exchanging confidential, sensitive or
contentious information with senior managers/matrons/patients/carers which
requires assertive and persuasive communication skills.
- To maintain accurate records, a comprehensive
filing system and efficient information retrieval system and to ensure this is
kept up to date.
- To regularly audit the quality of data inputted
onto the PALS/Formal Complaints database.
- To work with the Head of Complaints & PALS
to ensure these databases are accurate and data pulled from them is credible.
Person Specification
Knowledge and Awareness
Essential
- In-depth understanding of the NHS complaints procedures.
- In depth understanding of the PALS function within the NHS.
- Understanding the Caldicott and data protection issues, including GDPR.
Desirable
- Awareness of Health and Safety.
Skills and Abilities
Essential
- Excellent telephone manner.
- Excellent communication skills.
- Aware of own limitations.
- Ability to deal with sensitive issues and difficult situations in person, over the telephone and in writing.
Personal Attributes
Essential
- Attention to detail and accuracy in production of work.
- Able to work as part of a team.
- Able to work on their own initiative.
- Able to demonstrate empathy with patients/cares.
- Able to work under pressure to meet deadlines.
- Able to solve problems using own initiative.
- Able to manage own time effectively.
- Confidence when dealing with sensitive and difficult situations.
Other
Essential
- Able to use a computer/laptop more or less continuously.
- Understanding of need to maintain confidentiality.
- Adaptable and flexible according to the demands of the service.
Qualifications
Essential
- Good standard of education/GCSE level.
- Word processing RSA II.
Desirable
- ECDL.
- Knowledge of Datix.
- Knowledge of Camis, CITO, PPM+ and other healthcare applications.
Experience
Essential
- Keyboard skills and maintaining accurate databases.
- Microsoft Office applications particularly Outlook, Word and Excel.
- Experience of dealing with difficult/challenging behaviour.
- Experience of working within a busy and demanding environment.
- Experience of working to targets/deadlines through frequent interruptions.
Desirable
- Counselling experience.
- Experience of working within a healthcare setting.
Person Specification
Knowledge and Awareness
Essential
- In-depth understanding of the NHS complaints procedures.
- In depth understanding of the PALS function within the NHS.
- Understanding the Caldicott and data protection issues, including GDPR.
Desirable
- Awareness of Health and Safety.
Skills and Abilities
Essential
- Excellent telephone manner.
- Excellent communication skills.
- Aware of own limitations.
- Ability to deal with sensitive issues and difficult situations in person, over the telephone and in writing.
Personal Attributes
Essential
- Attention to detail and accuracy in production of work.
- Able to work as part of a team.
- Able to work on their own initiative.
- Able to demonstrate empathy with patients/cares.
- Able to work under pressure to meet deadlines.
- Able to solve problems using own initiative.
- Able to manage own time effectively.
- Confidence when dealing with sensitive and difficult situations.
Other
Essential
- Able to use a computer/laptop more or less continuously.
- Understanding of need to maintain confidentiality.
- Adaptable and flexible according to the demands of the service.
Qualifications
Essential
- Good standard of education/GCSE level.
- Word processing RSA II.
Desirable
- ECDL.
- Knowledge of Datix.
- Knowledge of Camis, CITO, PPM+ and other healthcare applications.
Experience
Essential
- Keyboard skills and maintaining accurate databases.
- Microsoft Office applications particularly Outlook, Word and Excel.
- Experience of dealing with difficult/challenging behaviour.
- Experience of working within a busy and demanding environment.
- Experience of working to targets/deadlines through frequent interruptions.
Desirable
- Counselling experience.
- Experience of working within a healthcare setting.
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).
