Senior Pals Officer

6 months ago

StokeonTrent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

Manage and oversee the PALS Officers at both Royal Stoke and County sites and County Main Reception Staff.
- Work as part of a team, handling informal concerns and complaints in preparation for investigation within specified time limits.
- Undertake occasional non-complex complaint investigations.
- Liaise with complainants, identifying the key points, agreeing an action plan and timescales and supporting the complainant throughout the PALS process.
- Liaise with external agencies.
- Log PALS concerns, complaints and compliments timely and accurately on the DATIX electronic complaints module.
- Update and analyse the database (DATIX) to identify trends and problems to be resolved.
- Take a role in training Trust staff on dealing with concerns and complaints.
- Assist in the processes that ensure the department and the Trust achieve statutory standards such as Care Quality Commission and NHSLA requirements.
- To work flexibly within the wider Patient Experience Team, when requested to do so.
- Responsible for the effective day-to-day management and delivery of the Patient Advice and Liaison Service (PALS).
- Assess, allocate and oversee PALS queries to the relevant member of staff, including escalation where appropriate.

To act as a point of contact for Trust Patient Advice and Liaison Service (PALS) for patients, carers, relatives, service users and members of the public. Liaising with the enquirer to clarify their request and determine the appropriate action required e.g. providing complex and sensitive advice and solutions for their queries/concerns, drafting responses or identifying the most suitable respondent/individual to resolve the query, using contacts and networks within and outside the organisation to facilitate a prompt response. To facilitate and attend informal PALS meetings with patients, carers or members of the public who may be displaying a challenging range of behaviours in highly distressing and emotional situations.

To be responsible for the day to day management and oversight of the PALS Officers and County Reception staff, ensuring the PALS and Reception Team function at a high standard and you are able to offer advice. To ensure the PALS offices on both sites are adequately staffed on a daily basis and escalate any concerns with staffing to the Complaints, PALS & Volunteer Services Manager as soon as they are identified. To be able to work equally across both Royal Stoke and County Hospital sites in order to support both teams. To oversee the performance of individuals within the team ensuring individuals are motivated in their jobs and that any problems with performance are proactively escalated to the Complaints PALS, and Volunteer Services Manager.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.

Key Areas/Tasks

To act as a point of contact for Trust Patient Advice and Liaison Service (PALS) for patients, carers, relatives, service users and members of the public. Liaising with the enquirer to clarify their request and determine the appropriate action required e.g. providing complex and sensitive advice and solutions for their queries/concerns, drafting responses or identifying the most suitable respondent/individual to resolve the query, using contacts and networks within and outside the organisation to facilitate a prompt response.

Ensure that the complainant is kept updated throughout the process regularly and timely as agreed.

Triage incoming PALS for severity, escalate as necessary to the Governance Team/ Complaints, PALS and Volunteer Services Manager etc.

Liaise with the Divisional Governance and Quality Managers and Matron for Quality & Safety regarding any informal complaint that relates to a current or previous incident investigation.

To process,

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