PALS Officer

Job overview

Nottingham University Hospital’s NHS Trust is committed to providing an integrated Trust-wide 4C’s service, incorporating the management of Complaints, Patient Advice and Liaison Service (PALS), concerns, comments and compliments. The service will provide a high quality, responsive support to patients, relatives, carers and staff.

The post-holder will have a key role within the PALS team in delivering a patient-centred service for all aspects of the 4C’s. This will incorporate facilitating immediate resolution of concerns, and where appropriate supporting patients and carers through the progression of concerns through the NHS Complaints procedure.

Main duties of the job

Act as an initial point of contact for patients requesting information or raising concerns within the Trust, providing a confidential service for people wishing to discuss their care or treatment.

Respond to concerns raised by patients, carers and families by providing advice, support and direction, facilitating communication and negotiating immediate solutions so issues are resolved quickly and efficiently.

Respond appropriately to people who may be in distress or display antagonistic behaviour

Ensure correspondence and patient contact are acknowledged within national guidance, and patients or advocates are kept informed of developments.

Provide information about Trust services and the NHS complaints procedure; support access to Trust, advocacy, voluntary and interpreting services; refer health-record requests to the Data Management Team; and direct service users to the complaints process in line with national and local policy.

Complete and securely file comprehensive documentation, promptly direct complaints to the appropriate directorate, senior manager, director or respondent, and maintain good working relationships with staff, external organisations, stakeholders, service-user groups and the local community.

Support patient-information, record 4Cs activity on DATIX, prepare reports on trends and lessons learnt, and help evaluate and monitor the service.

Detailed job description and main responsibilities

The PALS Officer provides a confidential, responsive and patient-centred service for patients, relatives, carers and staff who need information, advice or support, or who wish to raise concerns, comments, compliments or complaints about Trust services. Acting as an initial point of contact, the post holder listens sensitively, manages challenging and distressing situations professionally, clarifies issues and facilitates prompt local resolution wherever possible. They explain the NHS complaints process, keep people informed about progress, and refer matters promptly to appropriate directorates, senior managers, advocacy, interpreting, voluntary, data management or specialist services. The role requires effective working relationships with clinical and non-clinical teams, external organisations, community groups and other stakeholders, while maintaining public and professional confidence. The post holder distributes and monitors stocks of patient information, records all 4Cs activity accurately and securely on DATIX, maintains comprehensive case documentation and supports the preparation of reports on activity, trends and lessons learned. They contribute to service monitoring, evaluation, governance and continuous improvement, using feedback to improve care and patient experience. The officer also follows Trust requirements for confidentiality, information governance, safeguarding, infection control, health and safety, record keeping, wellbeing, equality and all relevant policies, procedures and professional standards.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.