---

---

Location

Uxbridge, Greater London | United Kingdom

---

Job description

The post holder will be responsible for supporting the day to day running of the PAL service for the organisation.

The role will include working to rapidly resolve concerns and issues in a manner which ensures that patients have the best possible experience of care and which promotes learning to prevent future issues and concerns arising. The post holder will work with divisional teams to ensure that issues and concerns are handled and responded to in a manner which meets the needs and expectations of our patients.

The post holder will support the delivery of a service which is compliant with mandatory and statutory requirements and is efficient and sustainable. They will support the continuous development and improvement of the service. The post holder will work with divisions to ensure that appropriate data is available to them to drive performance and improvement work.

The post holder will support junior staff within the PAL service, will deputise for the PALS manager and will provide support to the team working within the service. The post holder will advocate for patients and will ensure that the patient is at the heart of the service.

The post holder will highlight concerns and escalate these appropriately to support the mitigation of risk.

• To identify concerns which should be handled through a formal process or which should be handled through the patient safety incident framework and to ensure that complainants are aware of this.
• To ensure that all informal concerns are logged within 24 hours and resolved within 5 working days.
• To ensure that any informal concerns not resolved within specified time periods are logged as formal complaints to ensure that they are responded to and ensure that patients are aware of this.
• To ensure that patients are satisfied with the outcome/ response to their concern and put plans in place to address any issues where they are not.
• To ensure that patients are kept up to date regarding their informal concern.
• To highlight themes and issues arising from concerns and to present this in a manner which allows for meaningful discussion and resolution of concerns.
• Act as an advocate for patients, ensuring that their voice is heard and that they are receiving the correct advice and support.

The Hillingdon Hospitals NHS Foundation Trust is the only acute hospital in the London Borough of Hillingdon and offers a wide range of services, including accident and emergency, inpatient care, day surgery, outpatient clinics, and maternity services. The Trust’s services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit, and outpatient clinics.

The safety and well-being of our patients and staff is paramount and we are making urgent improvements to address this – particularly in infection prevention and control. We are making progress by working in partnership with local GPs, charities, community services, academic partners, our local authority, neighbouring hospitals, and the wider North West London Integrated care system, and ensuring that we listen and work in partnership with our local population. We are focused on ensuring that our hospitals provide high quality, safe, and compassionate care, while we drive forward with the building of the new Hillingdon Hospital.

We have over 3,500 members of staff that are proud to care for nearly half a million people, with a vision to be an outstanding provider of healthcare through leading health and academic partnerships, transforming services, to provide the best care where needed

To view the main responsibility, please see the attached the Job Description and Person Specification

This advert closes on Friday 8 Mar 2024

---

Job tags

---

---

Salary