Senior Pals Officer
4 weeks ago
We are looking for an empathetic, enthusiastic and motivated individual. You need to be able to organise yourself and others, to co-ordinate a wide range of tasks within tight timescales, to work under pressure and show initiative. You will play an important role in the effective organisation and coordination of the PALS Officer at William Harvey Hospital Kent and/or Kent and Canterbury Hospital.
As part of the role you will be responsible for accurately recording and resolving informal queries received by the Trust or sign posting patients and their families to the correct agencies. You will ensure PALS received are addressed appropriately. This provides you with the opportunity to identify concerns and to enable them to be effectively addressed in a professional, caring and efficient way. The team also provides an important role in the Trust in identifying what we can change to make our services better for the future.
Working within a supportive team, you will ensure that PALS queries are thoroughly understood and responded to within the Trust’s timescales.
The PALS team support the Complaints, PALS and Bereavement Service to develop and maintain a positive and effective service and to capture and improve the experience of our patients and their families. The PALS team are friendly and supportive, working well together. We are looking for a resilient team player who is passionate about helping people.
You will be responsible for ensuring the office is covered and help to develop staff.
If you are a hardworking, empathetic, organised and confident individual, with excellent supervisor skills and strong administration/IT skills we would love to hear from you.
We will offer you training and support so you can become a first point of contact for patients, their relatives or carers seeking immediate information. You will also offer guidance on how to make a formal complaint and will be able to assist in resolving concerns before they escalate into formal complaints.
We are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 695,000 people.
Our vision is 'great healthcare from great people'. Everything we do is guided by our values: ‘People feel cared for, safe, respected and confident that we are making a difference’.
We have a new way of working at East Kent Hospitals, called ‘We care’. It’s about empowering frontline staff to lead improvements day-to-day. We’re looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day.
NHSEI have always been clear that staff have a professional duty to get vaccinated and it remains our best line of defence against COVID-19. As such NHS organisation including Primary Care, are encouraged to continue engaging with and supporting their staff to inform their decisions in order to drive vaccine confidence, protect themselves, patients, and everyone else. NHSEI has producedCOVID-19 vaccine communication materials.
The Trust is committed to supporting flexible working to fulfil our pledge as part of The Trust’s People Strategy to help staff to achieve a healthy work/life balance. Please speak with your Recruiting Manager for further information and opportunities.
Please scroll down to access the full Job Description and Person Specification located in 'supporting documents'.
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