Patient Advice and Liaison Service Officer

2 months ago

AshtonunderLyne, Tameside, United Kingdom Tameside and Glossop Integrated Care NHS Foundation Trust Full time
About the Role

The Patient Advice and Liaison Service (PALS) Officer is a vital position within our organization, responsible for providing an accessible and confidential service to patients, carers, and their families. This role demands a high level of effective and compassionate communication and negotiation skills to work with members of the public, external bodies, and a wide range of staff across the organization.

Main Responsibilities
  • Provide an efficient and effective service in addressing concerns and directly providing information/signposting to other services and early resolution of non-complex concerns.
  • Act as the first point of contact for patients/carers/visitors and staff communicating with the PALS Department.
  • Engage with services across the Trust and manage enquiries from members of the public in a timely and efficient manner.
  • Utilize written and verbal communication and negotiation skills to support the effective provision of the Trust's PALS and Complaints function.
About Our Organization

Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children.

We have a clear set of values & behaviours which we expect all of our staff to demonstrate:

  • Safety
  • Care
  • Respect
  • Communication
  • Learning
Benefits of Working with Us
  • Flexible working
  • 27-33 days annual leave plus bank holidays
  • Sick pay
  • NHS Pension Scheme
  • Free eye tests and health checks
  • Gym discount
  • Free bicycle loan scheme
  • Salary sacrifice car scheme
  • Support with stress, bereavement, relationships, finance, and much more.
Person Specification

The following qualifications, skills, experience, and knowledge are essential for this role:

  • Good standard of education including good written and verbal English and (GCSE pass or equivalent)
  • Customer service experience including directly liaising and supporting a range of people from different backgrounds
  • Proficient use of Microsoft Word, MS Excel, MS Power-point & Email system
  • Experience of liaising with external stakeholders and partner organizations
  • Experience of dealing with challenging or upset people or experience of responding to complaints and concerns
  • Administration experience including the writing of reports, letters, and the administration and management of meetings
  • Previous experience of working in a corporate Office environment

The following qualifications, skills, experience, and knowledge are desirable for this role:

  • NHS or equivalent health and social care experience
  • Experience of using patient safety management systems including Ulysses, Datix, or other risk management systems
  • Awareness and understanding of NHS Trust administrative structures

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