PALS Officer

Job overview

• The post holder will contribute to the operational management of Patient Advice and Liaison (PALS) enquiries and concerns received from patients and service users, in person, via telephone and via email. They will support facilitation of early resolution to queries and concerns and minimise the risk of enquiries escalating via the formal complaint route. The PALS Officer will act as the link between the patient/service user and staff members to enable resolution to be reached. The post is based within the Complaint and PALS team, which sits within the wider Patient Experience Team. The post holder, along with team members, will be responsible for the day to day operational delivery of the service.

Main duties of the job

• To support the provision of a personal, visible and accessible Patient Liaison and Advice Service
• To receive concerns, compliments and feedback from patients, carers and visitors
• To accurately record all contacts, interventions and outcomes on to the Trust’s risk management system (QSAFE)
• To communicate with patients, carers and visitors either face to face, via email or by telephone to discuss their concerns and identify the best means of resolution
• To offer practical advice and support to patients, carers and visitors
• To be responsible for escalating a concern where patient safety is at risk
• To provide non-clinical advice to patients, carers and visitors
• To actively promote the Patient Advice and Liaison Service through the distribution of literature and ensuring that literature is kept up to date
• To contribute to ensuring that Trust website information about the service is up to date, and to add and amend information as necessary
• To contribute to the monitoring and analysis of themes and trends of enquiries and concerns.

Detailed job description and main responsibilities

Band 3 PALS Officer required – 37.5 hours per week

An exciting opportunity has arisen within our Patient Advice and Liaison Services (PALS) Team.

Using empathy and compassion and, in accordance with data protection and confidentiality regulations, you will provide a frontline problem-solving and signposting service for patients, carers and visitors to the Trust, sometimes facing challenging discussions. You will be able listen to concerns raised and act quickly, liaising with Trust staff to find local resolution where possible, thus avoiding escalation to a formal complaint.

Excellent communication and customer service skills are required.

For more information, please contact Freya Meikle, Complaints and PALS Manager freya.meikle@jpaget.nhs.uk

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.