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Band 5 - PALS Advisor, Corporate Nursing (Patient Experience)
4 months ago
Job summary
Are you seeking a change where you can have a positive impact upon the patient experience and where no two days are the same, then this may be the role for you.
The PALS team provides an accessible and responsive service by offering on the spot advice, support and resolution for patients, relatives and members of the public who wish to raise concerns about their 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 the patient experience. Dealing with highly sensitive situations on a daily basis, you will handle cases from the first point of contact and liaise with key staff to address questions, issues and concerns.
Working hours are8am to 4pm or 9am to 5pm
Main duties of the job
Previous experience of working in the NHS or a healthcare setting would be beneficial, however what we really want is someone who is able to demonstrate a patient centered approach and the desire to support the provision of an accessible service to support patients, their relatives and carers with queries or concerns, providing information and support as required.
Experience of general administration duties and a comprehensive understanding of Microsoft Office Packages are required
About us
There has never been a more exciting time to join West Hertfordshire Teaching Hospitals NHS Trust Major redevelopment works are planned as part of the New Hospital Programme. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.
The trust has recently gained 'teaching hospital' status which reflects the dedicated work of many teams and individuals who have set the standard for delivering high quality training, learning and education at all levels of the workforce.
We are a flexible working employer
At West Herts we recognise the importance of a good work life balance and the ability to work flexibly. We are delighted to offer a variety of flexible working options for all staff. Please check out our web page for more information.
We encourage and welcome people with disabilities. If you need help, please ask.
We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.
If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
Job description
Job responsibilities
We are seeking to appoint a committed and energetic individual who has the right values to join our team. This individual must be enthusiastic, motivated, with sensitivity and tact, someone who is able to demonstrate excellent communication and interpersonal skills.
Educated to diploma level (or equivalent) you should be able to demonstrate an ability to manage conflict, mediate between parties to resolve problems and work with people from a diverse range of backgrounds.
In addition to helping others, you will benefit from this excellent opportunity to develop your skills which will support your career progression. Whilst the role will initially be based at Watford General Hospital, you may be required to attend St Albans and Hemel Hempstead Hospitals.
Person Specification
Education and qualifications
Essential
Educated to diploma level or equivalent GSCE or equivalent in English Language at Grade C or above
Desirable
Conflict resolution Trained
Knowledge
Essential
Good working knowledge of the NHS Complaints procedure and the function of a PALS service. Current knowledge of issues affecting the provision of healthcare services nationally and locally Use of Microsoft Office Applications, particularly Word, PowerPoint and Outlook Knowledge of confidentiality and data protection requirements.
Desirable
Knowledge of risk management and clinical governance procedures Knowledge of DATIX system, or similar. Knowledge and practical experience of the NHS complaints procedure.
Experience
Essential
Experience of working with the general public/ clients in a customer services/care or advisory capacity. Experience in handing queries, concerns, complaints and compliments Experience working with diverse groups of people including those who are angry, emotional or exhibiting challenging behaviours Experience of deescalating complaints through negotiation and problem solving Experience in facilitating, taking minutes for meetings Experience of working and liaising with members of staff in a variety of services at all levels of the organisation Experience of using manual and computerised data systems to collate and manage information for reports Able to use internal e-mail systems Experience using the Datix complaint database Able to manage own workload and meet deadlines.
Desirable
Face to face contact/experience working in a complaints setting Bereavement Counselling Experience of working in a health care environment Experience in developing and delivering staff training programmes
Skills and ability
Essential
Excellent spoken and written English (grammar, punctuation and spelling). Excellent interaction and social communication skills. Ability to handle difficult enquiries from patient and/or relatives. Ability to remain calm and professional when faced with challenging behaviour. Ability to work with staff in a professional manner. Proven ability of good influencing and negotiation skills Know when to escalate concerns and complaints to line manager. Good working knowledge of word processing and databases. Able to work under pressure in a very busy office and to work to tight deadlines. Methodical & organised
Personal qualities
Essential
Excellent customer care skills and manner. Calm manner Team player Cheerful disposition Proactive Solution focused Willingness to travel between Trust sites