Job summary
NHS Gloucestershire: Complaints and Patient
Advice and Liaison Service (PALS) Officer (Part time 16 hours per week /
flexible working to be agreed with the successful applicant)
When people have a concern about a local NHS service but
dont always want to complain. Have a problem, but dont know who to talk to.
Are worried but are not sure what to do. Need information, but dont know who
to ask. Whether they are a patient or a carer the NHS Gloucestershire
Integrated Care Board Patient Advice and Liaison Service (PALS) can help.
Main duties of the job
We are looking to recruit a self-motivated individual to
join our Patient Engagement & Experience Team as Patient Advice and Liaison
Service (PALS) and Complaints Officer. The successful candidate will be
confident in dealing with people by telephone and by email/letter and
face-to-face.
The post holder will play an important role in delivering
administrative support and case handling to the management of patient and
service users enquiries, PALS concerns and complaints. You will also be
liaising regularly with external stakeholders such as GP practices, local
councils and MPs offices and fellow NHS and other Integrated Care
organisations.
About us
Our NHS Gloucestershire
Integrated Care Board (NHS Gloucestershire) is responsible for planning and
buying services to meet the health needs of local people. It also
brings partners together to ensure the counties NHS provides the best possible
care. Alongside our communities, we want to improve health, improve access to
high quality care and support when needed and make Gloucestershire a better
place for the future.
From 1 September
2023, ICB headquarters will be at Shire Hall, Gloucester, GL1 2TG, which will
be the main base for all staff.
More information about our organisation can be found here: NHS Gloucestershire ICB (nhsglos.nhs.uk)
Job description
Job responsibilities
To deliver this dynamic and rewarding role you will need an
empathetic approach and will be at ease dealing with a variety of people, some
of whom may have a range of mental and physical disabilities; and some may be
challenging. You must be prepared and confident in dealing with highly emotive
situations. An understanding of the NHS Complaints Procedure, experience of
complaints handling and customer service is desirable. Excellent email/letter
writing skills and attention to detail are essential to ensure people
contacting the PALS and Complaints Team receive a professional service.
Enquiries can range from requests for general advice and
information, assistance with liaising with NHS services, through to concerns
about communications, recent episodes of care within a clinical setting and
commissioning of NHS services. The nature of PALS work means you must have
excellent listening and communication skills to ensure the matters, simple or
detailed, being raised with you are heard, understood and acted upon, and
appropriately and professionally discussed and resolved as far as it is possible
with staff at all levels in the organisation.
Job description
Job responsibilities
To deliver this dynamic and rewarding role you will need an
empathetic approach and will be at ease dealing with a variety of people, some
of whom may have a range of mental and physical disabilities; and some may be
challenging. You must be prepared and confident in dealing with highly emotive
situations. An understanding of the NHS Complaints Procedure, experience of
complaints handling and customer service is desirable. Excellent email/letter
writing skills and attention to detail are essential to ensure people
contacting the PALS and Complaints Team receive a professional service.
Enquiries can range from requests for general advice and
information, assistance with liaising with NHS services, through to concerns
about communications, recent episodes of care within a clinical setting and
commissioning of NHS services. The nature of PALS work means you must have
excellent listening and communication skills to ensure the matters, simple or
detailed, being raised with you are heard, understood and acted upon, and
appropriately and professionally discussed and resolved as far as it is possible
with staff at all levels in the organisation.
Person Specification
Communication skills
Essential
- Clear and confident communicator.
- Excellent verbal and written skills; capable of constructing and delivering clear ideas and concepts concisely and accurately for diverse audiences.
- Skills for communication on complex matters and difficult situations, requiring persuasion and influence.
- Skills for nurturing key relationships and maintaining networks.
Analytical
Essential
- Ability to analyse and interpret information, pre-empt and evaluate issues, and recommend and appropriate course of action to address the issues.
- Problem solving skills and ability to respond to sudden unexpected demands.
- Attention to detail combined with the ability to extract key messages from complex analysis.
- Independent thinker with demonstrated good judgement, problem-solving and analytical skills.
- Takes decisions on difficult and contentious issues where they may be a number of courses of action.
Qualifications
Essential
- Educated to NVQ 3/Diploma level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
- Demonstrable experience of working in an administrative environment and working with computerised data systems.
- Working knowledge of Microsoft Office .
- Previous experience in similar role in public sector.
Planning Skills
Essential
- Manages workload to ensure deadlines are met. Production of data and narrative to support a reporting schedule.
Management Skills
Essential
- Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support
- Skills for managing projects ensuring they meet financial targets.
Physical Skills
Essential
- Skills for manipulating information.
- Intermediate keyboard skills.
Person Specification
Communication skills
Essential
- Clear and confident communicator.
- Excellent verbal and written skills; capable of constructing and delivering clear ideas and concepts concisely and accurately for diverse audiences.
- Skills for communication on complex matters and difficult situations, requiring persuasion and influence.
- Skills for nurturing key relationships and maintaining networks.
Analytical
Essential
- Ability to analyse and interpret information, pre-empt and evaluate issues, and recommend and appropriate course of action to address the issues.
- Problem solving skills and ability to respond to sudden unexpected demands.
- Attention to detail combined with the ability to extract key messages from complex analysis.
- Independent thinker with demonstrated good judgement, problem-solving and analytical skills.
- Takes decisions on difficult and contentious issues where they may be a number of courses of action.
Qualifications
Essential
- Educated to NVQ 3/Diploma level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
- Demonstrable experience of working in an administrative environment and working with computerised data systems.
- Working knowledge of Microsoft Office .
- Previous experience in similar role in public sector.
Planning Skills
Essential
- Manages workload to ensure deadlines are met. Production of data and narrative to support a reporting schedule.
Management Skills
Essential
- Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support
- Skills for managing projects ensuring they meet financial targets.
Physical Skills
Essential
- Skills for manipulating information.
- Intermediate keyboard skills.
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.
