Job summary
An exciting opportunity has arisen for a highly motivated and enthusiastic person to join our Patient Advice and Liaison Team.
This role involves providing support, guidance and advice for people who have concerns and complaints about various aspects of care. You will be required to liaise with Trust staff to achieve fast resolution of concerns and support the Trusts formal complaints processes. The successful candidate will be a person who enjoys the challenge of resolving concerns whilst working with patients and families in this fast-paced role.
The post holder must have excellent verbal and written communication skills, be adaptable and flexible under pressure, and be able to use own initiative.
Informal visits welcome for candidates shortlisted for interview.
Main duties of the job
* Communication with the public and colleagues via telephone, email and face to face.
* Manage PALS enquiries from the public in a timely manner.
* Be responsible for ensuring incoming mail is received and distributed accordingly, ensuring all complaint correspondence is dealt with promptly.
* Maintain an effective PALS database, ensuring data is kept secure and adheres to Caldicott guidelines/GDPR at all times.
* Act as the front‑line patient advice and liaison service dealing with enquiries as they arise, efficiently, sympathetically, professionally and promptly.
* Resolve concerns and complaints wherever possible, ensuring all activity is logged on the PALS database (DATIX).
* Ensure all PALS enquiries/complaints are logged onto the formal complaints Datix database and that complaints are logged and acknowledged within 3 working days of receiving the complaint.
* Provide a first line of response to enquiries received by telephone, email or in person, ensuring they are handled confidentially, confidently and professionally.
* Exchange confidential, sensitive or contentious information with senior managers/matrons/patients/carers, requiring assertive and persuasive communication skills.
* Maintain accurate records, a comprehensive filing system and efficient information retrieval system, ensuring it is kept up to date.
Qualifications
* Good standard of education/GCSE level.
* Word processing (RSA II).
Experience
* Keyboard skills and maintaining accurate databases.
* Proficiency in Microsoft Office applications, particularly Outlook, Word and Excel.
* Experience of dealing with difficult/challenging behaviour.
* Experience of working within a demanding environment.
* Experience of working to targets/deadlines through frequent interruptions.
Knowledge and Awareness
* In-depth understanding of the NHS complaints procedures.
* In-depth understanding of the PALS function within the NHS.
* Understanding of the Caldicott and data protection issues, including GDPR.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
The Mid Yorkshire Teaching NHS Trust
Address
Pinderfields Hospital
Wakefield
West Yorkshire
WF1 4DG
Employer's website
https://www.midyorks.nhs.uk/ (Opens in a new tab)
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