Patient Advice and Liaison Service Manager

4 weeks ago

Southampton, United Kingdom University Hospital Southampton NHS Trust Full time

Job summary

University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.

Please see below for a detailed job description of the role.

Main duties of the job

We are seeking a proactive and compassionate nurse, midwife or AHP to manage our PALS service and support the team to deliver the best advice, information and resolution service to our patients and families. You'll be at the heart of getting things right for our patients and families by championing a patients-first approach to the resolution of concerns.

Key Responsibilities

Manage the PALS team in their day-to-day work, ensuring effective triage, recording, and onward management of reported concerns and complaints. Provide effective management of a PALS caseload, including escalation of complex concerns. Use clinical experience to provide advice and support to the team in managing complex cases. Maintain effective communication and collaboration with divisions, care groups, and the wider experience of care teams. Act as the gateway to the NHS complaints procedure when we need to 'take a closer look.

The service is open Monday to Friday (core hours), based on-site at Southampton General Hospital but supporting all of our Trust sites and teams.

The team consists of PALS officers and a PALS administrator and networks with everyone in both the acute Trust and the wider community.

About us

As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to. UHS is rated 'Good' by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care.

All non-clinical roles may involve a mixture of on site and remote working, Specific details and flexible working options can be discussed as part of the interview process. UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.

Southampton is an attractive place to live and work situated on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 20% lower than London and 14 schools rated outstanding by Ofsted.

Job description

Job responsibilities

What were looking for

You will have professional registration, , nurse, midwife, or AHP. Experience working with patients and families in the resolution of concerns and complaints. Supervision or line management experience, leading teams to deliver their best in a highly emotional environment. Excellent communication skills, with the ability to manage difficult conversations with patients, staff, families, and carers.

Please refer to the job description and person specification for additional details.

Should you have any queries, please do get in touch.

Should you have any queries, please do get in touch.

Person Specification

Qualifications / training required

Essential

Professional / Clinical registration - nursing & midwifery, AHP Educated to masters level or able to demonstrate an equivalent level of professional knowledge, skills and experience in complaints management.

Desirable

Qualification or demonstrable experience in the use of complaints management systems and Microsoft Office applications

Previous or relevant experience necessary

Essential

Experience of working with patients and families to address and resolve their concerns within acute NHS setting Evidence of delivering a high standard of patient experience in professional role Experience of NHS governance processes, including ability to benchmark and evaluate trust performance against external indicators, standards, and guidelines. , through audit processes Supervision and line management experience of teams working in a highly emotional environment.

Desirable

Understanding and knowledge of the NHS complaint regulations and procedures. Experience of resolution and mediation where patients and families are unhappy with the care received

Values and behaviours

Essential

Patients First Always Improving Working Together

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