Pals Administrator

An exciting opportunity has arisen to join the Patient Advice Liaison (PALS) Team.

Every aim is to resolve concerns at the first point of contact, this will involve liaison with clinical staff/ trust staff with an overall aim to provide a satisfactory outcome for the patient.
- To be the first point of contact for enquiries, concerns, compliments from patients, their carers or families, members of the public and staff and to resolve appropriately.
- Act as a triage for concerns, to allocate appropriate stage for effective and efficient complaint handling.
- Log concerns onto the PALS database, if unable to resolve to pass to the relevant Divisional Complaints Facilitator for further investigation.
- Working to a KPI of 80% ensuring that concerns are dealt with promptly and closed down to avoid further escalation.
- Weekly monitoring and reporting of concern themes to the Head of PALS & Complaints.
- To provide information on how to use the NHS complaints procedure and the advocacy services.
- To represent the department in a professional manner when responding to enquiries, ensuring that an appropriate response is made and that any messages are passed on speedily and accurately. This may require initiative when enquiries are urgent and when individual managers are not available.

Our STAR values are at the heart of everything we do. You can expect to see them in the way we act and
the way we treat each other. Our values make us who we are.

Service We will put our patients first
Teamwork We will work together
Ambition We will aspire to provide the best service
Respect We will act with integrity
- To signpost and advise patients, their families, visitors and callers appropriately.
- Ensuring IR1s are completed for all calls of an abusive nature or vexatious complainants and ensuring the security policy is adhered to.
- To liaise on a daily basis with a wide range of staff both internal and external on a range of issues such as meeting arrangements, dealing with enquiries and passing on relevant information.
- To open and distribute departmental mail on a daily basis, ensuring any urgent matters are brought to the attention of the appropriate manager.
- To establish efficient filing systems (electronic and hardcopy) so as to enable easy storage and retrieval of documents/files.
- To update and retrieve information from PALS/complaints databases, as and when required.
- To participate in the activities of the PALS service where necessary including, meeting patients/complainants as a visit to the department with an aim for a prompt resolution.
- To monitor levels of stationery stock within the department and order when required.

Full duties can be found on the attached JD.