Pals Officer

Two full time posts (37.5 hours, Monday to Friday, 8.45:16.45) based at Wansbeck General Hospital

You will work as one of a small team of PALS officers, based in individual offices in hospitals across Newcastle, Northumberland and North Tyneside.

One of the post holders will also be expected to visit Northgate Hospital Morpeth and St Georges Park Morpeth, regularly, as required.

North of Tyne PALS (Patient Advice and Liaison Service) delivers the PALS service for all NHS organisations and services in Newcastle, Northumberland and North Tyneside. It is hosted by Northumbria Healthcare NHS Foundation Trust.

**Please note**: this vacancy may close earlier than advertised once the maximum number of applicants is met.

PALS acts on behalf of patients’ their families and carers, liaising with staff, managers and, where appropriate, other relevant organisations, to negotiate speedy solutions to any problems or concerns and find answers to questions.

We are seeking to appoint a highly motivated individual to join our small team.

You should be educated to NVQ 3 or equivalent with at least 2 years' experience of working in a customer care environment or providing information and advice, including handling difficult or stressful situations. You should have an ability to liaise, with an understanding of person-centred approaches to ensure good outcomes for patients, their families and carers.

The role involves working with people to resolve problems therefore excellent communication and negotiation skills are essential, as is an understanding of the health and social care issues affecting a diverse range of communities.

No two days are the same. If you enjoy working with people and making a difference, we would like to hear from you. This is an excellent opportunity to support those who use NHS services and to help bring about changes to the way that services are delivered.

You will be one of a team delivering a high quality, accessible Patient Advice and Liaison Service across a large geographical area and within the NHS organisations North of the Tyne and NEAS.

To act as a facilitator in relation to the concerns of service users, their carers and families and to negotiate immediate solutions or resolution of issues as speedily as possible.

To provide accurate information on all aspects of NHS services to help make contact with the NHS as easy as possible.

To refer clients to advocacy services and other health and social care services when appropriate. Provide information on how to make a complaint about the services the Trusts provide, referring to independent complaint's advocacy, as appropriate.

To act as a catalyst for change by suggesting service improvements to trusts as a consequence of resolving individual concerns.

To undertake out-reach work and promotional activities across the NHS organisations.

To develop knowledge of health and social care, including local practice and provision and national policy.