Pals & Patient Experience Facilitator

PALS and Patient Experience Facilitator

We are pleased to be able to offer the opportunity of joining our Patient Experience Team as a PALS and Patient Experience Facilitator.

This is a full-time role, Monday - Friday 9.00am - 5.00pm (Job share may be considered) and has become available due to career progression within the established team.

The Patient Experience Team, for our large Community NHS Trust, provides an accessible and responsive service. You will be the main point of contact of our PALS (Patient Advice and Liaison Service) and be able to expertly assess the most appropriate approach to resolving issues with patients/carers and staff involved.

The postholder will be confident to support those contacts who may be angry or upset and will be compassionate and empathic when dealing with a sensitive or contentious issue. We are looking for someone with excellent communication skills, who is enthusiastic and motivated and can demonstrate an ability to manage conflict. You must be experienced in general administrative duties with a good working knowledge of Microsoft Office packages. You will be able to demonstrate the ability to produce high quality written correspondence.

We want our patients and their families/carers to know that we are there for them and that we will use their feedback to influence and improve overall patient experience and you will be an important part of this process.

We are pleased to be able to offer the opportunity of joining our fabulous Patient Experience Team as a Patient Experience Facilitator.

This is a full-time role, Monday - Friday 9.00am - 5.00pm (Job share may be considered) and is available due to career progression within the established team.

The Patient Experience Team, for our large Community NHS Trust, provides an accessible and responsive service by offering on the spot advice and support for patients, relatives and members of the public, about NHS care.

In this challenging post, you will join a team that aims to resolve concerns quickly and efficiently and uses the feedback obtained to influence and improve overall patient experience.

As part of the wider Patient Experience Team based at Brighton General Hospital, you will be engaging with patients to collect valuable feedback including supporting with patient experience clinics, visits to services and holding focus groups. You will also be required to travel independently to locations across Sussex, for which a vehicle may be loaned, or travel expenses reimbursed.

Please note that due to the nature of this role the opportunities for home working will be limited.

This is an exciting opportunity to be part of the patient experience team who will drive the implementation of the Patient Experience Strategy.

We are the main provider of community NHS health and care across Brighton and Hove, East Sussex, High Weald Lewes and Havens and West Sussex.

Our expert teams provide essential medical, nursing and therapeutic care to adults, children and families.

We work to help people plan, manage and adapt to changes in their health, to prevent avoidable admission to hospital and to minimise hospital stay.

The Patient Advice and Liaison Service (PALS) is one of the main contact points for patients, their families and members of the public for Sussex Community NHS Foundation Trust.

As thePatient Experience Facilitator,the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff across the Quality and Safety Department. Their role is to:
1. Provide information, advice and support to patients, family members and carers to help resolve issues or concerns relating to Trust services.
2. Display a high level of initiative, knowledge, tact, diplomacy flexibility and effective communication is required, to all levels of management, staff, patients and carers ensuring a high level of confidentiality is maintained.
3. When required, to support the Patient Experience Team with administrative support as directed by the Patient Experience Lead

As part of the wider Patient Experience Team, you will be engaging with patients to collect valuable feedback including supporting with PALS surgeries, visits to services and holding focus groups. You will also be required to travel independently to locations across Sussex. You will be based in Brighton with access to all of the amenities on site including parking options, pool cars and also our extensive wellbeing program for staff.