PALS Co-ordinator

INTERNAL ONLY

This vacancy is open to employees of Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only.

Band: 3

Hours: 37.5

Contract Type: Permanent

An exciting opportunity has arisen within the Complaints Team for a Patient Advice & Liaison Service (PALS) Co-Ordinator.

We are seeking to appoint a highly motivated team player who is eager to take on new challenges to join our small team. The postholder will act as a point of contact for service users by listening to patients concerns worries fears suggestions and experiences and raise these with people who design and manage services. You will work with staff and service managers by escalating complaints to the appropriate department or manager for investigation.

Excellent communication and negotiation skills are essential as is an understanding of the health and social care issues affecting our population.

The postholder will be responsible for ensuring data regarding PALS enquiries are recorded on the trusts database and ensure feedback is used to drive continuous improvements in care.

As an organised dynamic and compassionate person the focus of this role will be to support patients and carers to ensure that their concerns are managed appropriately and that the Trust is learning from this valuable feedback not the investigative process.

The postholder should be educated to NVQ 3 or equivalent with previous experience of working in the NHS and should have an ability to liaise effectively with an understanding of person centred approaches to ensure good outcomes for patients their families and carers.

This is an excellent opportunity to support those who use NHS services identifying any gaps in services to help bring about changes to the way that services are delivered.

If you have excellent communication and interpersonal skills are passionate about improving the patient experience and want to support the trust with learning from feedback then this post is for you.

For a full list of roles and responsibilities please see the attached job description. 

Interviews to be held Thursday 27 November.

For more information please contact PALS Manager Kay Bird on

Qualifications :

Qualifications

• NVQ 3 or equivalent
• Educated to GCSE level or equivalent experience.
• Proficient in the use of Microsoft Office programmes

Experience & Knowledge

• Experience of working in a busy customer service environment
• Experience of working within an NHS or Social Care environment
• Excellent verbal telephone. and written communication skills
• Excellent interpersonal skills
• Listening skills
• Demonstrate tact and diplomacy when dealing with highly sensitive issues and maintain confidentiality.
• Problem solving skills and ability to respond to sudden unexpected demands.
• Ability to deal with distressing circumstances and challenging situations

Additional Information :

The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery access to our free Beach Hut for those long summer days our on-site Wellness Centre including a gym and a swimming pool access to our fantastic staff networks including LGBTQ Race Equality and DisAbility and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

We welcome the unique contributions that you can bring in terms of your education opinions culture ethnicity race sex gender identity and expression nation of origin age languages spoken veterans status colour religion disability sexual orientation and beliefs.

We welcome the unique contributions that you can bring in terms of your education opinions culture ethnicity race sex gender identity and expression nation of origin age languages spoken veterans status colour religion disability sexual orientation and beliefs.

Remote Work :

No

Employment Type :

Full-time