PALS Officer

• To support individual patients, relatives and carers to obtain answers to queries and resolve problems and concerns quickly and efficiently which may be received from various sources. Record and feedback compliments received by patients and carers. Be accessible with a visible presence in the Trust.
• Work collaboratively with staff and service managers to ensure that any concerns or problems raised by service users, carers and their families can be resolved as quickly as possible.
• Communicate with people who may be in complex and sensitive situations and who may be highly emotional, aggressive or anxious. This involves using communication skills on a daily basis to help service users/carers to clarify concerns and provide/identify options.
• Respond to diverse, sensitive and sometimes complex enquiries and concerns raised by the public, service users and carers about Mersey & West Lancashire Teaching Hospitals NHS Trust services referring to any applicable Trust policies, procedures and guidelines.
• Negotiate timely and appropriate resolution of concerns with service users or carers and staff.
• To take an instrumental role in supporting PALS users, arranging meetings between service users and clinicians and occasionally supporting service users at these meetings in what can be highly complex and sensitive circumstances, in an efficient manner to reach satisfactory outcomes.
• Understand the Trusts managing complaints and concerns policy and refer to the complaints team/Independent advocacy if appropriate. Provide advice and guidance to those who wish to make a formal complaint when issues cannot be resolved within PALS.
• To ensure all PALS contacts are recorded on the Inphase system and ensure that PALS activity is communicated to the appropriate personnel throughout the Trust.
• Assist PALS in local acute and community Trusts and other stakeholders who are trying to resolve issues that span across organisational boundaries.
• To provide support to patients, carers and families when accessing specialist advocacy or other voluntary and statutory services.
• To build and maintain good relationships with key stakeholders and the local community.

• Ensure colleagues across the Trust are aware of the role of PALS, through regular feedback with appropriate staff groups.
• Participate in raising awareness of PALS within the Trust, internally and externally, and with other statutory, voluntary and community organisations, including preparation and delivery of presentations.
• Contribute to the delivery of corporate induction as required. To ensure personal development plans are identified, maintained and followed to ensure all relevant mandatory training is undertaken.
• Demonstrate role and training support to new starters.

• Act as a resource for up-to-date information on Trust services for all patients, relatives, and carers.
• Utilise empathetic and effective communication skills to decipher complex information from service users to understand and resolve concerns.
• Provide and identify support and appropriate signposting to those contacting PALS.
• To maintain own personal development following participation in annual appraisal.
• Maintain and extend personal knowledge with regard to current and changing issues within the Trust and wider NHS on an on-going basis.
• To maintain health and safety standards which ensure the wellbeing of patients, public and work colleagues.
• To undertake required mandatory training required for the post.
• To manage own workload, work unsupervised as appropriate, escalating any concerns to the line manager.
• To observe and maintain data protection and confidentiality as appropriate.
• To maintain a personal professional appearance.
• The above responsibilities are not an exhaustive list and are subject to change as the post develops.

• To work in close collaboration with staff from Complaints and the Quality and Risk departments
• ensuring that effective communication is maintained in respect of PALS activities.

• Rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
• National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme

Essential

• NVQ3 level or equivalent qualification plus significant knowledge and experience
• Educated to GCSE level or equivalent qualification and/or equivalent experience

Essential

• Knowledge of the function of PALS
• Experience of working within a customer care environment in an advisory capacity
• Experience of working towards deadlines
• Experience of providing information in a clear and concise manner
• Extensive knowledge of Microsoft Office and other applications
• Experience of dealing with conflict
• Fully aware of the need to maintain confidentiality and how this is achieved
• Experience of inputting data

Desirable

• Knowledge of NHS complaints procedures, GDPR, clinical governance, health & wellbeing issues, acquired through training and experience
• Experience in a similar role or equivalent knowledge
• Experience of dealing with external NHS stakeholders
• Experience of Datix / Inphase system
• Experience of working within the NHS or Healthcare Setting

Essential

• Excellent communication skills, including listening and negotiating skills, face to face and over the telephone
• Able to problem solve
• Able to use own initiative
• Work well under pressure whilst prioritising a diverse workload with competing priorities within a busy environment
• Work individually or as part of a team