Patient Advice and Liaison Coordinator

4 weeks ago


Liverpool, United Kingdom Liverpool University Hospitals NHS Foundation Trust Full time

The post holder will be responsible for direct management of the patient advice services across all hospital sites, including line management of the PALS Officers.

They will lead and manage the performance of the team, monitor the quality of its services and maximise the effectiveness of available resources across all hospitals.

They will support the Patient Advice and Complaints Team Manager to ensure that the Trust complies with all external requirements and best practice in relation to the management of concerns. This will include ensuring that the team are flexible and proactive in responding to patients and families and preventing progression to formal complaint.

The post holder will deliver the ‘user-led response’ to concerns that is advocated by the PHSO and has been adopted by the Trust.

They will support the Patient Advice and Complaints Team Manager to ensure this is delivered flexibly across sites and that patients and families are able to communicate their concerns in the way that works best for them.

They will support quality improvement within the Trust by working with clinical and operational colleagues to share learning and best practices and ensure the Trust learns the lessons of concerns, making sustainable changes as a result.

Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust.

The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.

The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital.

It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond.

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Provide leadership, line management and support to the PALS Teams on all sites to ensure that best practice and policies are implemented
- Monitor and develop the team to meet Trust and individual objectives

including core skills training, appraisal and managing, absence, sickness,
annual leave etc
- Work with the Patient Advice and Complaints Team Manager to ensure that the Trust’s patient advice policies and procedures are led by the needs of patients and families and are focussed on providing them with resolution
- Ensure robust systems for recording concerns and how they are resolved are in place.
- Ensure that everyone contacting PALS is offered support to help them

articulate their experience
- Ensure that patients and families are able to access the PALS service in a

manner that suits them and at a time that suits them
- Ensure that patients and families always know what is happening in their case and are provided with outcomes that are personal to them and the specific nature of their concern
- Lead on improving the management of learning from concerns



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