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Quality Administrator

4 months ago

Plymouth, United Kingdom University Hospitals Plymouth NHS Trust Full time

Quality Administrator in the Patient Advice & Liaison Service (PALS)
This is an exciting opportunity to join our PALS team. The Complaints & PALS Team comes under the wider banner of Patient Experience - Quality Governance Department at Plymouth Hospitals NHS Trust.

These roles will be based within the Patient Experience Team, which is responsible for PALS, Complaints, Bereavement Services, Interpreters, Patient Information, Patient Surveys, Patient Engagement and Volunteers. The team is looking for an enthusiastic and motivated individuals to join our PALS team on a full-time term basis. These roles are a Band 3. We have 1 Band 3 role that will be full time and 1 Band 3 role that is 0.6 WTE (22.5 hours).

Excellent communication, organisational and interpersonal skills together with a high level of emotional resilience are essential for this post. In addition, you will be required to handle challenging situations and be able to demonstrate a compassionate approach to the needs of patients, carers and members of the public who require assistance through PALS.

Previous demonstrable experience of dealing with patient concerns and enquiries is preferred.

An interview date has been set for 21 August 2023

**For an informal discussion please contact**:
Alison Stanton, Complaints & PALS Manager on extension 39694

To handle concerns raised through PALS locally from receipt to resolution within specified time limits. Liaise with complainants and staff to ensure concerns are resolved in a timely way.

Keep Datix updated with progress and actions to enable analysis of trends and reporting. Liaise with staff at all levels within the Trust, and with external groups. Take a role in training Trust staff on dealing with concerns and PALS. Assist in the reporting to relevant committees regarding PALS concerns within the Trust.

**Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.**
- Work as a key member of the PALS team resolving enquiries from patients, carers, relatives and members of the public. Role to include data entry, registration of queries, concerns and compliments and liaising with Service Line teams across the Trust to achieve early resolution of patient/carer enquiries.
- Deal with general enquiries from patients and members of the public on any matter relating to Trust services, ensuring that appropriate information is provided; answers the questions presented in a format appropriate to the enquirer and recorded so the Trust can make any subsequent and necessary improvements.
- Process issues raised through external sources including NHS Choices / Patient Opinion
- Work under the guidance and support of the PALS Team Leader and Managers to assist patient services and quality governance team to deliver its responsibilities.
- Use the Patient Information Management System in support of PALS and Bereavement activities; for example, patient-related enquiries, medical notes tracing, deceased patient information.
- Use the Datix system to record all enquires received through PALS, enabling accurate and timely reporting of activity.
- Make appointments for patients and their representatives to discuss matters of concern and liaise with Service Line teams.
- Arrange and facilitate meetings/interviews in support of PALS and Patient Services activity.
- Assist in the identification of opportunities to learn from events and make improvements.
- Support the delivery of the Bereavement Service for all hospital deaths requiring professional and sympathetic dealings with families of deceased patients. To include; supporting newly bereaved families through the administration process leading to registration of death following a bereavement; liaising with medical teams/Coroner’s office/Mortuary team/Funeral Directors/Registrar of Births, Deaths and Marriages; accompanying families at viewings; supporting parents who have suffered a still birth or early pregnancy loss and explaining funeral options; checking documentation is accurate and has been fully completed prior to release to the family of the deceased; providing advice to the wider Trust team on the bereavement process.
- Stay up to date with organisational and statutory arrangements so that accurate and timely advice can be given to patients, their representatives and staff.
- Maintain a register of internal and external contacts essential to the delivery of the Patient Services team
- Undertake general office duties such as typing of reports/letters, filing, data input, answering telephones via the Netcall telephony system, photocopying/scanning, preparing papers for meetings, managing post,
- On occasion, you may be required to work with the Interpreter and Translator booking team to ensure timely processing of requests for interpreters to accompany patients to their hospital appoi