Patient Advice and Liaison Service (PALS) Officer | East London NHS Foundation Trust
| Posting date: | 25 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £30,279 - £33,116 Per Annum |
| Hours: | Full time |
| Closing date: | 25 May 2024 |
| Location: | London, E1 6RF |
| Company: | East London NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6262893/363-CP5991541 |
Summary
The PALS Officer will be the first point of contact for service users and their family members to put forward queries or concerns about the treatment and care we provide, or when they need advice and don't know where to turn.
The department operates in a very busy and politically sensitive environment, to tight deadlines, serving a range of audiences.
In an important role within the Department, you will be responsible for supporting the department to manage PALS enquires raised by members of the public and users of ELFT services, ensuring they are recorded, escalated and monitored appropriately within the Trust. Where necessary, escalating the matter to the complaints team and management for their review.
To support the Complaints and PALS Team by:
• The PALS Officer is a main point of contact for service users who wish to raise concerns, enquires or seek advice or information about Trust.
• The post holder is required to adopt a flexible and supportive approach to resolving requests for information regarding Trust services via the PALS or its complaints functions.
• The post holder provides a visible and effective service by ensuring patients, their families, carers and representatives, advocates, and the public have access to and receive high quality and timely information and signposting about the Trust, related health and social care services, and their own personal information.
• The post holder is an essential point of contact in working closely with front line staff to receive, manage and respond to formal and informal enquiries and complaints in line with Trust policies and procedures and NHS Complaints Regulations.
• This role provides the main interface with service users and complainants, some of whom may be challenging. It is therefore vital that the post holder has exceptional communication skills and is an effective team player.
A professional, caring and respectful manner must be demonstrated at all times.
Our mission is to make a positive difference to people's lives by improving the quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive – so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations
Please kindly refer to the job description and person specification attached to this vacancy for further information
This advert closes on Sunday 12 May 2024