Pals and Experience Facilitator - Stafford, United Kingdom - Midlands Partnership University NHS Foundation Trust

Midlands Partnership University NHS Foundation Trust

Verified Company

Stafford, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The post holder will act as a point of contact for service users, carers, relatives and members of the public by liaising with them to clarify actual request and determine the appropriate action required.

They will provide complex and sensitive advice and solutions for enquiries within the Trusts timeframe.

Responses will be drafted by identifying the most suitable respondent/individual to resolve the query, using contacts and networks to facilitate a prompt response.

The post holder will facilitate, develop and provide advice on the Trust's PALS and Experience processes and liaise with staff to ensure concerns are resolved promptly and that lessons are learnt as a result.

The post holder will also be expected to be available for consultation, support and supervision to other staff working within the Involvement and Experience Team.

The post holder will provide advice on the Trust's PALS and Experience processes and liaise with staff to ensure concerns are resolved promptly and that lessons are learnt as a result.

To ensure themes arising from feedback are reported to the care group and that systems are in place to collect lessons learnt as a result.

To process patient information and ad-hoc data relating to PALS/patient experience, ensuring clear and up to date records of all PALS enquiries are maintained and dealt with in accordance with the Team processes and policies.

Support the PALS and Experience Team in the delivery of meetings related to PALS and Experience related activity with in the care groups and the Quality and Clinical Directorate.

By joining Team MPFT, you will be helping your communities and in return for this, we will support you by;
Supporting your career development and progression

Excellent NHS Pension scheme

Generous maternity, paternity and adoption leave

Options for flexible working

Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional leave

Extensive Health and Wellbeing support and resources

If you work in our community teams, we pay for your time travelling between patients

Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate

Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, milage paid at business rate s

Salary sacrifice bikes up to £2k

Free car parking at all trust sites

Free flu vaccinations every year

Citizens Advice support linked with a Hardship Fund for one off additional support up to £250 (if the criteria is met)

And more.

We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like-minded people.

KEY RESPONSIBILITIES - Main duties and responsibilities

To act as a point of contact for Trust Patient Advice and Liaison Service (PALS) for patients, carers, relatives, service users and members of the public.

Liaising with the enquirer to clarify their request and determine the appropriate action required e.g.

providing complex and sensitive advice and solutions for their queries/concerns, drafting responses or identifying the most suitable respondent/individual to resolve the query, using contacts and networks within and outside the organisation to facilitate a prompt response.

To provide accurate and impartial information about services provided by the Trust, and the wider health community such as specialist advocacy to staff, patients, service users, their carers and relatives, where appropriate.

This may include discussing issues that may be contentious and sensitive and where there may be communication difficulties and barriers to understanding.

To act as a first point of contact for patients, carers, relatives, service users and members of the public who wish to make a complaint, guiding and supporting them through a PALS concern.

Monitor PALS enquiries when they are dealt with by local care team staff, ensuring that responses are scrutinised.

Promote and encourage service user/carer involvement and influence service delivery from recent experiences and support networks where wide service user/carer consultation is required around planning of services.

Develop and deliver training for staff around PALS and service user and carer experience including staff induction.

Provide support to operational staff when responding to concerns raised, providing advice and guidance throughout the process.

To ensure that the views of 'hard to reach' groups are actively sought out and responded to

Ensure that themes arising from feedback are reported to the care group and that systems are in place to collect lessons learnt as a result.

Ensure that action plans are monitored and collate assurance evidence of the improvements made

Provide advice and support to wards and departments to develop a programme of local patien