Pals Administrator

To act as the first point of contact for patients, relatives, carers or those who wish to raise concerns, complaints and compliments in relation to all aspects of patient experience. Provide an effective, detailed administrative function in relation to these on the Datix Recording Governance system.

You will have excellent communication skills with the ability to empathise with patients, carers and relatives who may at times be distressed. Organisation is key to this role and there is an expectation that people who raise concerns are dealt with in a timely manner. You will also have good IT skills in order to use the Datix Governance Management system to log enquiries, concerns, complaints and compliments. Attention to detail is a key requirement of this role.

The Patient Experience and PALS Team are a forward thinking, supportive and driven team. A desire to resolve problems for patients, relatives, carers and service users is at the heart of what we do. The nature of the role can be very challenging, as often the people who come to us are unhappy for a variety of reasons. However the satisfaction gained from resolving concerns for patients, relatives and service users is immeasurable. To be part of this team is something else that you will be so glad to be a part of. No two days are the same and the rewards are fantastic. We are a team who thrive on supporting one another, working well together for the benefit of our patients.

Respond to patient, carer, relative or other concerns in relation to patient experience in a timely, responsive manner.

Act as the first point of contact for the organisation to support patients with enquiries, information, compliments, concerns and complaints.

Ensure the Datix Governance System is maintained with appropriate records of concerns, complaints, compliments and general patient feedback in a timely manner.

Provide a timely and consistent telephone answering service to meet the needs of service users.

Provide general information to service users in relation to the services offered by the Trust.

Add to the knowledge bank of the PALS service when changes within the organisation are made.

Escalate to relevant people where issues arise that cannot be dealt with in a timely way, providing full details of the problem.

Contribute to the general administrative duties within the PALS team.