PALS Officer | East London NHS Foundation Trust
| Dyddiad hysbysebu: | 11 Gorffennaf 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £33,094 - £36,195 per annum Inc HCAs |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 29 Awst 2025 |
| Lleoliad: | London, E1 8DA |
| Cwmni: | East London NHS Foundation Trust |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 7320282/363-CP7320282 |
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PALS Service Acting as a point of contact for patients, their carers or families, visitors or members of the public raising queries or concerns on the phone or via email. Providing impartial and compassionate support for those involved in the PALS process. Build and maintain good relationships with clinical and non-clinical staff across the Trust to help resolve patients concerns quickly and efficiently, negotiate solutions on their behalf and ensure they receive practical advice and support in a sensitive, appropriate and effective way Ensuring that concerns are escalated to relevant staff if they cannot be resolved within set timescales. Manage a caseload of individual concerns from initial contact to liaising with services who are responsible for providing the response.
This will include administrative logging on Inphase identify the key issues to be addressed and the reviewing of response to ensure they cover all aspects of the concern raised. Maintaining accurate and detailed records of concerns and queries raised by service users and their families and the outcome of local resolution. Exercise high levels of concentration given the unpredictable nature of the work.
The post holder must be able to prioritise and manage the competing demands of their workload. Provide non-clinical advice to patients/service users or carers and be responsible for escalating a concern or complaint where patient safety appears to be at risk. Attending PALS clinics on Trust sites to support service users and promote the PALS function.
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.
· 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.
This advert closes on Sunday 10 Aug 2025