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Patient Advice and Liaison Administrator

3 months ago

Wakefield, United Kingdom The Mid Yorkshire Teaching NHS Trust Full time

Job summary

An exciting opportunity has arisen for a highly motivatedand enthusiastic person to join our Patient Advice and Liaison Team.

This role involves providing support, guidance and advicefor people who have concerns and complaints about various aspects of care. You will be required to liaise with Truststaff to achieve fast resolution of concerns and support the Trust's formalcomplaints processes. The successfulcandidate will be a person who enjoys the challenge of resolving concernswhilst working with patients and families in this fast-paced role.

The post holder is expected to demonstrate excellent verbal and writtencommunication skills, adaptable and flexible to pressures, and be able to useown initiative.

Informal visits welcome for candidates shortlisted forinterview.

Main duties of the job

Communication with the public and colleagues viatelephone, email and face to face.

Manage PALS concerns/enquiries from the public in atimely manner.

To maintain an effective PALS database ensuringthat the data is kept in a secure manner adhering to Caldicott guidelines/GDPRat all times.

To act as the front line patient advice andliaison service dealing with enquires as they arise, efficiently,sympathetically, professionally as well as promptly.

To ensure that all complaints arelogged onto the formal complaints Datix database. Ensuring complaints are logged within 3working days of receiving the complaint.

Provide a first line of response to enquiriesreceived by telephone, email or in person ensuring that these are handledconfidentially, confidently in a professional manner.

Report through the incident reporting mechanismsif patients/callers are abusive in any way.

Ensure that department and Trust policies arefollowed and that confidentiality is maintained at all times.

Exchanging confidential, sensitive orcontentious information with senior managers/matrons/patients/carers whichrequires assertive and persuasive communication skills.

To maintain accurate records, a comprehensivefiling system and efficient information retrieval system and to ensure this iskept up to date.

About us

We provide care and support to over a million people inWakefield and Kirklees in their homes, community settings and across ourthree hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).

Always striving for excellence, we are at the forefront ofinnovation and research, and we invest in teaching and the development of ourworkforce.

We live by our values of caring, improving, being respectfuland maintaining high standards. We listen and learn because we aim to make MidYorkshire the best place to work and receive care.

We value diversity and welcome talent and enthusiasmirrespective of age, disability, neurodivergence, sex, gender identity andgender expression, race or ethnicity, religion or belief, sexual orientation,or other personal circumstances including providing unpaid carers support tosomeone with a health and care need. As ethnic minority groups, members of theLGBTQ+ community, and people with a disability/neurodivergence are currentlyunder-represented across the organisation, we encourage applications frommembers of these groups. We have policies and procedures to ensure allapplicants are treated fairly and consistently.

We are proud of our staff networks - who offer valuableguidance and feedback from those with lived experience.

We have a clear vision and you could be part of this Ifyou share our values and you want to make a difference to the lives of ourpatients and their families and carers, we would love to hear from you.

Job description

Job responsibilities

Communication with the public and colleagues viatelephone, email and face to face. Manage PALS enquiries from the public in atimely manner. Be responsible in ensuring incoming mail isreceived and distributed accordingly.Making sure all complaint correspondence is dealt with promptly. Responsibility for arranging meetings andorganising appropriate hospitality and venues as required. To prepare reports, graphs, presentations tosupport the work of the Head of Complaints & PALS and the Head of Patient Experience asrequested. To undertake photocopying, filing and otheradministrative tasks as requested. To maintain an effective PALS database ensuringthat the data is kept in a secure manner adhering to Caldicott guidelines/GDPRat all times. To act as the front line patient advice andliaison service dealing with enquires as they arise, efficiently,sympathetically, professionally as well as promptly. To resolve concerns and complaints whereverpossible ensuring all activity is logged on the PALS database (DATIX). To ensure that all PALS enquiries/complaints arelogged onto the formal complaints Datix database. To ensure complaints are done within 3working days of receiving the complaint. Provide a first line of response to enquiriesreceived by telephone, email or in person ensuring that these are handledconfidentially, confidently in a professional manner. Report through the incident reporting mechanismsif patients/callers are abusive in any way. Ensure that department and Trust policies arefollowed and that confidentiality is maintained at all times. To ensure the need for a high standard of dataquality, confidentiality and information security. Exchanging confidential, sensitive orcontentious information with senior managers/matrons/patients/carers whichrequires assertive and persuasive communication skills. To maintain accurate records, a comprehensivefiling system and efficient information retrieval system and to ensure this iskept up to date. To regularly audit the quality of data inputtedonto the PALS/Formal Complaints database. To work with the Head of Complaints & PALSto ensure these databases are accurate and data pulled from them is credible. Person Specification

Knowledge and Awareness

Essential

In-depth understanding of the NHS complaints procedures. In depth understanding of the PALS function within the NHS. Understanding the Caldicott and data protection issues, including GDPR.

Desirable

Awareness of Health and Safety.

Skills and Abilities

Essential

Excellent telephone manner. Excellent communication skills. Aware of own limitations. Ability to deal with sensitive issues and difficult situations in person, over the telephone and in writing.

Personal Attributes

Essential

Attention to detail and accuracy in production of work. Able to work as part of a team. Able to work on their own initiative. Able to demonstrate empathy with patients/cares. Able to work under pressure to meet deadlines. Able to solve problems using own initiative. Able to manage own time effectively. Confidence when dealing with sensitive and difficult situations.

Other

Essential

Smart appearance. Able to travel to all sites to accommodate service demands. Able to use a computer/laptop more or less continuously. Understanding of need to maintain confidentiality. Adaptable and flexible according to the demands of the service.

Qualifications

Essential

Good standard of education/GCSE level. Word processing RSA II.

Desirable

ECDL. Knowledge of Datix. Knowledge of Camis, CITO, PPM+ and other healthcare applications.

Experience

Essential

Keyboard skills and maintaining accurate databases. Microsoft Office applications particularly Outlook, Word and Excel. Experience of dealing with difficult/challenging behaviour. Experience of working within a busy and demanding environment. Experience of working to targets/deadlines through frequent interruptions.

Desirable

Counselling experience. Experience of working within a healthcare setting.