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Location

Ilford, Greater London | United Kingdom

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Job description

The Directorate of Nursing – Patient Experience Team is looking to recruit to the post of Patient Advice & Liaison Service (PALS) Officer.

This is an excellent opportunity for a motivated and dedicated individual to join our well established team. The role is to provide an impartial and personable PALS service by providing advice, information and support to patient/service user, their families, carers and staff, assist obtaining solutions to issues raised.
• The post holder will aid patients/service users in accessing specialist advocacy services in a polite, sympathetic, and empathetic way, giving reassurances that all enquiries will be handled confidentially.
• The post holder will work closely with patients/service users their carers and families to understanding their concerns, desired outcomes and discussing and agreeing options for resolutions.
• The post holder will work collaboratively with operational/clinical team to resolve concerns raised by service users/carers to the PALS. They will provide high quality guidance and support to operational leads to achieve a positive outcome for patients/service users.
• To provide information about Trust services and advise on how to make a formal complaint if a local resolution cannot be found or if requested to do so.
• To assist the Complaints & PALS Manager in identifying areas that require change; through listening and responding to concerns of patients/service users and their carers and families.
• Ensuring enquiries, concerns, comments, suggestions and compliments of patients/service users and carers/families are recorded and dealt with appropriately.
• To record and maintain PALS enquiries on the Datix database system, escalating issues where necessary.
• The post holder is expected to travel across NELFT sites as required, in order to support services deal with PALS concerns and offer drop in sessions as required.

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focussing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

High Cost Area Supplement

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (with a minimum of £4,313 to a maximum of £5,436).

COVID-19 Vaccination

We continue to encourage all staff to ensure that they have been double vaccinated and received their booster. We recognise that taking the vaccine provides the best defence against COVID 19 for our patients, our staff and their families.

We reserve the right to close this vacancy early should sufficient applications be received.

Should we receive a high volume of applications the vacancy may close sooner than stated. You are therefore advised to apply as soon as possible. This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application.

We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.

This advert closes on Friday 8 Mar 2024

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Job tags

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Salary

£4,313 per month