Pals Advisor

PALS Advisor - Working 37.5 Hours

You will be part of a Team responsible for the delivery of the Trust’s statutory requirement of listening and responding to patients and the publics concerns.

You will be responsible for managing the patient experience helpdesk, working autonomously to respond to and action any concerns identified and working collaboratively with the appropriate clinical or business team to address any issues.
- Your focus will be to provide a single point of contact for patients, families & the public who wish to raise complaints regarding the care, treatment or services delivered at the Trust.
- You will ensure that patients and the public receive a timely, sensitive, fair and thorough response to their queries, concerns and complaints.
- You will support the Complaints Handlers to ensure all contacts are dealt with appropriately and that statutory and regulatory requirements are met in full.
- You will identify issues from contacts with patients, relatives and carers concerning the service they receive and support service improvement.

The Countess of Chester Hospital NHS Foundation Trust consists of a 600 bedded large District General Hospital, which provides its services on the Countess of Chester Health Park, and a 64 bedded Intermediate Care Service at Ellesmere Port Hospital.

The Trust provides services in all of the surgical and medical specialties common to a District General Hospital with some specialist services. The Trust serves the whole of the local population currently in excess of 250,000 residents which geographically covers populations in England and North Wales.

The Trust strives to continuously improve and sustain the quality of its services for patients, providing care to more than 445,000 patients per year, with almost 4,000 staff working together putting quality and patient safety, at the heart of everything we do. The organisation provides a wide range of services offering health care to the whole spectrum of the population from birth to the end of life. The Trust complies with its terms of authorisation as a Foundation Trust.

See Job Description for further details.

Recruitment selection processes are based on competence (see Person specification) and values.

You are encouraged to enrol for the DBS Update Service. A small annual fee of £13 per year applies.

New entrants to the NHS will commence on the minimum of the scale stated above.