Job summary
Unfortunately,
we are unable to consider applications from individuals who require sponsorship.
The role will be mainly working from home with occasional travel to an ICB office for face to face team meetings where required, 27.5 hours per week with salary pro rata accordingly.
Are you looking for a job where you can support patients,
their relatives, friends and carers in giving feedback and supporting our
complaints process. If so, this may be the position for you. The Patient Advice
and Complaints Team function within our Nursing Directorate are looking to
recruit a Patient Advice and Liaison Services (PALS) Officer. You will join our
friendly and dedicated team to support in the administration and management of
complaints. Working primarily on enquiries, concerns and complaints for all
healthcare services commissioned by the ICB. You will work closely with ICB colleagues
and liaise with complainants and stakeholders throughout the process.
Main duties of the job
The demands of the job are varied and involve communication
in writing and over the telephone. You would be dealing with a range of service
users who may at times be upset or challenging. If you can show compassion,
empathy, sensitivity and attention to detail, this role would be ideally suited
to you. Within this role, you will be able to demonstrate your excellent
administration experience, organisation and keyboard skills. If you can
multi-task and have the ability to engage, listen and work pro-actively,
working to timescales and within a set process, we would like to hear from you.
The
Buckinghamshire, Oxfordshire and Berkshire West (BOB) Integrated Care Board is
one of the largest Integrated Care Board (ICB) in the UK, serving approximately
816,000 in Oxfordshire alone. Its currently undergoing
a planned merger, to further increase in size, which places a greater emphasis
on delivering customer focused solutions.
About us
NHS Buckinghamshire, Oxfordshire and
Berkshire West (BOB) Integrated Care Board is the statutory NHS organisation
responsible for planning and delivering health and care services for the
communities of Buckinghamshire, Oxfordshire and Berkshire West.
We work collaboratively with partner
organisations including local government, the voluntary, community and social
enterprise sector, and people and communities across the BOB Health and Care
Integrated Care System (ICS).
Our key priorities are to
increase healthy life expectancy and reduce health inequalities for the 1.7
million people who live in our communities.
We value and promote diversity
and are committed to equality of opportunity for all. We believe that the best
employers are those that reflect the communities they serve. We want to
increase the diversity of our NHS leadership and particularly encourage applications
from women, people from Black, Asian and Minority Ethnic communities, LGBT
communities, younger candidates and from people with lived experience of
disability, who we know are all under-represented in these important roles.
Our Values are:
Respectful
we are inclusive
Impactful
we make a difference
Integrity
we are kind and fair
Leadership
we encourage leadership
Collaborative
we work together in a positive way
Job description
Job responsibilities
Work with
patients, their families, carers, and the public in order to provide a flexible
and responsive Patient Advice and Liaison Service on behalf of customers.
Deal directly
with enquiries and concerns raised by patients, their families, carers, and the
public about health services.
Act as a
facilitator in relation to the concerns of patients, their carers, and families
and to negotiate immediate solutions or resolution of issues.
Signpost or
refer patients, their carers and families onto specialist advocacy, voluntary
services, ICAS, the Patient and Public Involvement Forums, Healthwatch or other
public services.
Document
concerns raised by patients, their carers and families using a database system
and to keep a record of the outcome of the PALS intervention.
Provide
accurate information on all aspects of NHS and local health services, to help
make patients contact with these services as easy as possible.
Assist with the
development of monitoring and evaluation tools for the PALS service and to
obtain regular feedback from PALS users regarding the effectiveness of the
service and report this information back to the complaints manager as required.
Ensure that
PALS publicity materials and other useful information is up to date and widely
distributed.
Assist in the
promotion and publicising of PALS both externally to patients and the general
public and staff at BOB ICB.
To work at all
time withing the PALS confidentiality policy and to treat patient information
in accordance with the Caldicott Principles, as well as the Data Protection Act
1998.
The job
description and person specification may be reviewed on an ongoing basis in
accordance with the changing needs of the Department and the Organisation.
Job description
Job responsibilities
Work with
patients, their families, carers, and the public in order to provide a flexible
and responsive Patient Advice and Liaison Service on behalf of customers.
Deal directly
with enquiries and concerns raised by patients, their families, carers, and the
public about health services.
Act as a
facilitator in relation to the concerns of patients, their carers, and families
and to negotiate immediate solutions or resolution of issues.
Signpost or
refer patients, their carers and families onto specialist advocacy, voluntary
services, ICAS, the Patient and Public Involvement Forums, Healthwatch or other
public services.
Document
concerns raised by patients, their carers and families using a database system
and to keep a record of the outcome of the PALS intervention.
Provide
accurate information on all aspects of NHS and local health services, to help
make patients contact with these services as easy as possible.
Assist with the
development of monitoring and evaluation tools for the PALS service and to
obtain regular feedback from PALS users regarding the effectiveness of the
service and report this information back to the complaints manager as required.
Ensure that
PALS publicity materials and other useful information is up to date and widely
distributed.
Assist in the
promotion and publicising of PALS both externally to patients and the general
public and staff at BOB ICB.
To work at all
time withing the PALS confidentiality policy and to treat patient information
in accordance with the Caldicott Principles, as well as the Data Protection Act
1998.
The job
description and person specification may be reviewed on an ongoing basis in
accordance with the changing needs of the Department and the Organisation.
Person Specification
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.
Planning Skills
Essential
- Skills for supporting project management.
Management Skills
Essential
- Skills for managing aspects of projects ensuring they meet financial targets.
Experience
Essential
- Knowledge of administrative procedures, project management or information analysis.
Desirable
- Basic knowledge of project principles.
- Previously worked in similar position within the public sector.
Analytical
Essential
- Problem solving skills and ability to respond to sudden unexpected demands.
Desirable
- Excellent time management skills with the ability to re-prioritise.
Communication skills
Essential
- Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills.
Desirable
- Ability to pull together comprehensive draft reports, data and letters Negotiating, networking and persuasive skills.
Person Specification
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.
Planning Skills
Essential
- Skills for supporting project management.
Management Skills
Essential
- Skills for managing aspects of projects ensuring they meet financial targets.
Experience
Essential
- Knowledge of administrative procedures, project management or information analysis.
Desirable
- Basic knowledge of project principles.
- Previously worked in similar position within the public sector.
Analytical
Essential
- Problem solving skills and ability to respond to sudden unexpected demands.
Desirable
- Excellent time management skills with the ability to re-prioritise.
Communication skills
Essential
- Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills.
Desirable
- Ability to pull together comprehensive draft reports, data and letters Negotiating, networking and persuasive skills.
