PALS Assistant | University Hospitals of Derby and Burton NHS Foundation Trust
| Posting date: | 09 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £22,816 - £24,336 pro rata/pa |
| Hours: | Part time |
| Closing date: | 09 May 2024 |
| Location: | Derby, DE22 3NE |
| Company: | University Hospitals of Derby and Burton NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6206518/320-TWS-1584-A |
Summary
Are you passionate about customer service and focussing on the experiences of patients and their relatives?
We see every contact as an opportunity to better understand and improve the quality of our services. Our central Patient Advice & Liaison Service (PALS) teams strive to provide an outstanding service so that people feel confident to speak up, find it easy to raise a concern, enquire about services or give a compliment. The PALS team liaise with colleagues across the organisation to respond to contacts from patients, relatives and carers.
We want people to feel listened to and understood, receive a satisfactory response and that their feedback has made a difference.
You will provide administrative support within the PALS team, including calendar and email management, processing correspondence and updating records within the DATIX database. Your role will involve taking telephone calls from patients, public and staff and receiving visitors to the department. You will have excellent administrative skills and the ability to work flexibly within a challenging and changing environment, whilst using your own initiative. A good knowledge of IT packages is essential and experience of using databases would be beneficial.
Dealing with general enquiries concerning current cases will be part of your role and therefore excellent communication and organisational skills are essential. You will take pride in your work, and have the ability to empathise when faced with challenging or upset people in demanding and stressful circumstances.
You must have the ability to communicate and co-operate well within a team, and be willing to work flexibly across the wider Advice & Support Services to meet the needs of the service.
Closing date of applications: 16 April 2024
Interview date: 30 April 2024
As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together
Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.
In return we will offer:
• Development opportunities, both professional and leadership development
• On-going support from recruitment to when you join our team and beyond.
• Staff benefits including employee assistance programme, discounted gym membership, onsite fitness classes, car schemes
Key Facts:
• We see on average 4810 OP appointments a day.
• We are the 4thbusiest Trauma & Orthopaedic outpatients department in England – an average of 2077 per week.
• An average of 1115 patients are seen in A&Es across our network every day – 3rd largest in the country.
• Our hospitals admit an average of 195 emergency patients daily.
• Last year we undertook almost 33,700 planned surgical operations in our 57 operating theatres.
• We are one of only 7 Trusts nationally with more than 50 operating theatres.
• We carry out more than 140 elective procedures each working day.
• UHDB is a research active University Hospital with a large and varied portfolio of clinical trials and research opportunities for all staff.
• Assist in the running of the PALS service
• Provide information, advice and support for patients, relatives or carers in a sensitive and compassionate manner.
• Respond to telephone calls, emails and face to face contacts from patients and families.
• Support the team with progressing concerns/enquiries to meet timescales.
• Responsible for liaising with a wide range of internal and external staff to assist with resolution of enquiries, concerns, ex-gratia claims and compliments.
• Liaise with the centralised complaints team to ensure any enquiries that fall within the remit of the NHS complaints procedure, are handed over in line with policy, process and the wishes of the enquirer.
• Enter new contacts onto the DATIX system and maintaining electronic case files.
• Appropriately escalate any complex enquiries to senior members of the team.
• Provide administrative support to the PALS team.
Please see attached Job description and Person Specification. To apply please click APPLY FOR THIS JOB – this link will take you to the TRAC Recruitment Site. You will need to register if you do not already have an account.
This advert closes on Tuesday 16 Apr 2024