- Customer service experience
- Developing and maintaining systems/database for recording, monitoring analysis of information
- Previous experience working in health or social care setting
- Experience of Safeguard Risk Management System or equivalent
- Presentation skills
- Good interpersonal, written and verbal communication skills
- Conflict resolution skills for dealing with verbally aggressive service users
- Ability to make judgements, some of which may require analysis
- Knowledge of e-mail and internet
- Knowledge and understanding of the needs and concerns of service users and their carers
- Knowledge of the NHS complaints system
- Knowledge of Data Protection Act, confidentiality and consent issues
- Knowledge of e-mail and internet
- Able to deal sensitively with distressed people, including service users and staff members
- Confidence to negotiate with Senior Managers, Clinicians and Practitioners in a manner which maintains excellent working relationships
- Excellent telephone manner
- Able to work under pressure and adapt to quickly changing circumstances
Patient Advice and Liaison Officer - Farnworth, United Kingdom - Bolton NHS Foundation Trust
Description
Job summary
The PALS Officer will respond to requests from service users for information about services, helping to resolve service user's concerns, providing advice about the NHS complaints procedure and ensuring that all calls are logged on the Safeguard database. The post holder will also provide administrative support to the Patient Experience & Information Officer and Patient Experience & Complaints Co-ordinators as required.
To support the Patient Experience & Information Support Officer in the development of patient information including managing a central database of information.
Previous applicants need not apply.
Main duties of the job
The successful post holder will have excellent verbal and written communication skills, be calm in challenging situations, excellent IT skills and attention to detail, the desire to put things right and to support the organisation in learning.
About us
The PALS team provide a effective class front line service for our service users and is integral to the patient experience agenda. Bolton NHS Foundation Trust is committed to being open and transparent and enabling the public to share their experiences with us whether positive or negative.
Job descriptionJob responsibilities
To assist the Patient Experience & Information Support Officer with the development, implementation and maintenance of the Patient Advice & Liaison Service (PALS) for the Trust.
To provide a front line problem solving facility, working with service users in resolving any difficulties they are experiencing within the Trust.
Provide an effective administrative support function to the Patient Experience & Information Officer to ensure a high quality service that meets the needs of service users and the Trust.
Acknowledge all contacts received in accordance with the Concerns and Complaints Policy including formal complaints, concerns, enquiries, signposting and compliments.
Accurately log all PALS contacts received onto the Safeguard database and produce draft statistical reports on behalf of the Patient Experience Manager.
Monitor PALS investigations progress to ensure adherence to the timescale stipulated in the Concerns and Complaints policy. Accurately record any reasons for delays and expected completion dates.
Deliver PALS awareness training sessions.
Assist the Patient Experience & Information Support Officer with the development and maintenance of information for patients.
General Duties
Provide general clerical support to the Patient Experience Manager and Patient Experience & Complaints Co-ordinators as necessary.
Carry out photocopying, filling and other administrative duties, as requested.
Take clear and precise telephone messages and deal with any enquiries.
Liaise with relevant personnel to ensure that any enquiries are responded to quickly.
Participate in the organisation and maintenance of reference materials, as delegated by the Patient Experience Manager/Patient Experience & Information Support Officer.
Arrange meetings, book meeting rooms and liaise with other Managers to ensure diaries are accurate and all relevant parties are aware of the agreed arrangements on behalf of the Patient Experience Team.
Communication
Ensure all relevant database records are maintained to a high standard and in a timely manner.
Facilitate feedback on PALS and highlight to the Patient Experience & Information Support Officer who will advise on appropriate actions.
Ensure effective liaison with Patient Experience & Information Support Officer who will advise on appropriate actions.
Ensure effective liaison with PALS networks and other NHS, voluntary and social organisations for prompt resolution of concerns.
Support service users to record their complaint where they are unable to do so independently seeking support where there are language or other barriers.
Liaise with the Patient Experience and Complaints Co-ordinators where necessary, assisting patients to access the formal complaints procedure and signposting patients, families and carers to relevant organisations for support with their complaint.
Person SpecificationExperience
Essential
Desirable
Skills
Essential
Desirable
Knowledge
Essential
Desirable
other
Essential
Desirable