Pals Officer

The PALS and Complaints Department at NCA is looking for enthusiastic, committed people to join their team. You will be part of a team managing a PALS concerns for one of the Care Organisations within the NCA. You will need excellent communication (verbal and written), organisation and time management skills, alongside a proactive approach to develop and improve the service.

To act as a point of contact for people wishing to complain, raise concerns or give compliments about the NHS Services they have received. To log contacts/enquiries on the Trust’s PALS and Complaints database (Datix). Post holder must be able to work with mínimal supervision and use considerable initiative and empathy to respond to enquirers in a timely and professional manner. To ensure all concerns/enquiries/ compliments are handled as locally as possible, escalating when appropriate in line with the Trust’s PALS and Complaints Handling Policy

The PALS and Complaints department provide a service across all 4 sites of NCA. The team is hardworking and the department is very busy with ever changing priorities. The department has a teamwork ethic, supporting each other to ensure the best service to our patients and their carers.
- To act as a facilitator in relation to the concerns of patients, their carers and families and engage Trust staff to resolve concerns locally and in a timely manner in accordance with the PALS and Complaints Handling Policy
- To act as a contact point for members of the public, patients, their carers and families seeking support or information on all aspects of NHS services, including how to make a complaint about services the Trust provides
- To refer patients on to external advocacy services either when requested to do so or where this is felt appropriate
- To facilitate patients, their carers and families wishing to become involved in shaping their local NHS
- To provide non-clinical advice and information about the Trust and its services to patients/clients/carers/relatives and providers.
- To provide advice to patients/clients/carers/relatives about their statutory NHS rights, how to complain and the support available to do so.
- To be responsive to the specific needs of patients, carers and their families, i.e. learning disabilities, bereavement, counselling skills, etc.
- To arrange meetings as required between patients/carers and health care professionals
- To contribute towards the production of patient information such as leaflets and posters
- To undertake day-to-day PALS caseload work and co-ordination of the service
- To accurately record details of concerns/enquiries from patients/patient representatives using the Trust’s PALS and Complaints database (Datix) and ensure all activity, including resolution, outcome and actions taken, is updated in a timely manner
- Highlight to the PALS and Complaints Team Leader any issues, patient safety concerns, themes or trends, along with any actions to improve services
- To demonstrate empathy, courtesy and confidentiality when conveying personal, sensitive or contentious information
- To liaise mediate between Trust staff and the enquirer (this may involve meeting with the enquirer and Trust staff)
- Ensure all enquirers are dealt with in a confidential manner in line with Trust Policy
- Obtain patient information from the Trust’s systems
- To possess specialist knowledge of PALS casework and the NHS Complaints Procedure
- Work in partnership with Healthcare Professionals providing assistance and guidance as necessary
- To possess an appropriate level of knowledge of organisational policies and procedures and risk management procedures
- To keep abreast of changes to national legislation and guidance and to consider new or innovative ways of managing PALS casework
- To assist the PALS and Complaints Manager/Team Lead in the preparation and delivery of presentations to staff, patient forums, organisation boards relating to PALS
- Prepare routine and ad-hoc reports on PALS activity, including highlighting any trends/themes
- To develop and maintain good relationships with clinical and non-clinical staff across the Trust
- To contribute to training and events within the Care Organisation to raise awareness of PALS and complaints and explain the role of the service
- To have a personal duty of care in relation to equipment and resources and confidential retention, storage and distribution of documentation
- To be responsible for appropriate use and safety of office and IT equipment
- The post holder will be office based with the potential for some home working