Patient Advice and Liaison Officer

2 weeks ago

Bolton, United Kingdom Bolton NHS Foundation Trust Full time

To assist the Patient Experience & Information Support Officer with the development, implementation and maintenance of the Patient Advice & Liaison Service (PALS) for the Trust. To provide a front line problem solving facility, working with service users in resolving any difficulties they are experiencing within the Trust. Provide an effective administrative support function to the Patient Experience & Information Officer to ensure a high quality service that meets the needs of service users and the Trust. Acknowledge all contacts received in accordance with the Concerns and Complaints Policy including formal complaints, concerns, enquiries, signposting and compliments.

Accurately log all PALS contacts received onto the Safeguard database and produce draft statistical reports on behalf of the Patient Experience Manager. Monitor PALS investigations progress to ensure adherence to the timescale stipulated in the Concerns and Complaints policy. Accurately record any reasons for delays and expected completion dates. Deliver PALS awareness training sessions.

Assist the Patient Experience & Information Support Officer with the development and maintenance of information for patients. General Duties Provide general clerical support to the Patient Experience Manager and Patient Experience & Complaints Co-ordinators as necessary. Carry out photocopying, filling and other administrative duties, as requested. Take clear and precise telephone messages and deal with any enquiries.

Liaise with relevant personnel to ensure that any enquiries are responded to quickly. Participate in the organisation and maintenance of reference materials, as delegated by the Patient Experience Manager/Patient Experience & Information Support Officer. Arrange meetings, book meeting rooms and liaise with other Managers to ensure diaries are accurate and all relevant parties are aware of the agreed arrangements on behalf of the Patient Experience Team. Communication Ensure all relevant database records are maintained to a high standard and in a timely manner.

Facilitate feedback on PALS and highlight to the Patient Experience & Information Support Officer who will advise on appropriate actions. Ensure effective liaison with Patient Experience & Information Support Officer who will advise on appropriate actions. Ensure effective liaison with PALS networks and other NHS, voluntary and social organisations for prompt resolution of concerns. Support service users to record their complaint where they are unable to do so independently seeking support where there are language or other barriers.

Liaise with the Patient Experience and Complaints Co-ordinators where necessary, assisting patients to access the formal complaints procedure and signposting patients, families and carers to relevant organisations for support with their complaint.

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