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Patient Advice

2 months ago

Norwich, Norfolk, United Kingdom Norfolk and Norwich University Hospital Full time
About the Role

We are seeking a highly skilled and compassionate individual to join our Patient Advice & Liaison Service (PALS) and Complaints Service team at the Norfolk and Norwich University Hospital. As a PALS and Complaints Service Coordinator, you will play a vital role in ensuring the efficient day-to-day running of our service, providing exceptional support to patients, relatives, and carers, and promoting a positive patient experience.

Key Responsibilities
  • Provide accurate, timely, and sensitive information about Trust services and related health information to patients, relatives, and carers.
  • Act as an efficient and approachable support service to enquirers contacting the PALS and complaints service or the Patient Experience Team, including user groups.
  • Determine when to refer more complex cases to the appropriate level of seniority and where necessary, to independent advocacy services or other voluntary/public services.
  • Resolve queries as agreed with the PALS and complaints Manager and make recommendations for action.
  • Liaise with staff at all levels in the Trust and representatives of external organisations, ensuring confidentiality is maintained at all times.
  • Ensure all PALS and Complaints enquiries are recorded on a database (Datix) speedily and accurately.
  • Produce accurate written work, including letters, emails, and notes of meetings.
  • Arrange and provide secretarial support/administrative support to ad hoc meetings.
  • Participate in the training of ad hoc staff regarding the role of PALS, Complaints, and Patient Experience.
  • Maintain an effective and up-to-date filing and bring forward system.
  • Provide secretarial/administrative support to the PALS and Complaints and wider Patient Experience team, including user groups, ensuring a professional and timely service at all times.
Person Specification

We are looking for an individual with:

  • Education to a minimum of Level 4 diploma or equivalent.
  • Computer literacy.
  • Significant customer care experience.
  • Experience in an administrative role.
  • Ability to receive and provide complex and confidential information.
  • Flexible approach with the ability to work under pressure and deal with changing priorities.
  • Effective role model, demonstrating NNUH's PRIDE values of People focussed, Respect, Integrity, Dedication, and Excellence.
What We Offer

We offer a range of benefits, including flexible working hours, fast-track staff physiotherapy service, multi-faith prayer room, discounted gym memberships, excellent pension scheme, and annual leave entitlement. We are committed to supporting the development of our staff and offer opportunities for career growth and professional development.