PALS Officer

Location

Prescot, Merseyside | United Kingdom

Job description

KEY DUTIES To support individual patients, relatives and carers in order to obtain answers to queries and resolve problems and concerns quickly and efficiently which may be received from various sources. 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, services users and carers about St Helens and Knowsley Hospital 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 in order 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 issues are recorded on the DATIX 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. Education and Development Ensure colleagues across the Trust are aware of the role of PALS, through regular feedback with appropriate staff groups, including attendance at clinical governance meetings Participate in raising awareness of PALS within the Trust, internally and externally, and with other statutory, voluntary & community organisations; including preparation & 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 to new starters. Clinical Governance 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. Communication 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 Personal Responsibilities 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 & 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

Job tags

Salary

£25.15k - £27.6k per annum