The post holder will act as a point of contact for service users , carers, relatives and members of the public by liaising with them to clarify actual request and determine the appropriate action required. They will provide complex and sensitive advice and solutions for enquiries within the Trusts timeframe. Responses will be drafted by identifying the most suitable respondent/individual to resolve the query, using contacts and networks to facilitate a prompt response.

Main duties of the job

• The post holder will facilitate, develop and provide advice on the Trust's PALS and Experience processes and liaise with staff to ensure concerns are resolved promptly and that lessons are learnt as a result. The post holder will also be expected to be available for consultation, support and supervision to other staff working within the Involvement and Experience Team.
• The post holder will provide advice on the Trust's PALS and Experience processes and liaise with staff to ensure concerns are resolved promptly and that lessons are learnt as a result.
• To ensure themes arising from feedback are reported to the care group and that systems are in place to collect lessons learnt as a result.
• To process patient information and ad-hoc data relating to PALS/patient experience, ensuring clear and up to date records of all PALS enquiries are maintained and dealt with in accordance with the Team processes and policies.
• Support the PALS and Experience Team in the delivery of meetings related to PALS and Experience related activity with in the care groups and the Quality and Clinical Directorate.

About us

By joining Team MPFT, you will be helping your communities and in return for this, we will support you by

• Supporting your career development and progression
• Excellent NHS Pension scheme
• Generous maternity, paternity and adoption leave
• Options for flexible working
• Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional leave
• Extensive Health and Wellbeing support and resources
• If you work in our community teams, we pay for your time travelling between patients
• Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate
• Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, milage paid at business rate s
• Salary sacrifice bikes up to �2k
• Free car parking at all trust sites
• Free flu vaccinations every year
• Citizens Advice support linked with a Hardship Fund for one off additional support up to �250 (if the criteria is met)

And more. We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like-minded people.

Job description

Job responsibilities

KEY RESPONSIBILITIES - Main duties and responsibilities

To act as a point of contact for Trust Patient Advice and Liaison Service (PALS) for patients, carers, relatives, service users and members of the public. Liaising with the enquirer to clarify their request and determine the appropriate action required e.g. providing complex and sensitive advice and solutions for their queries/concerns, drafting responses or identifying the most suitable respondent/individual to resolve the query, using contacts and networks within and outside the organisation to facilitate a prompt response.

• To provide accurate and impartial information about services provided by the Trust, and the wider health community such as specialist advocacy to staff, patients, service users, their carers and relatives, where appropriate. This may include discussing issues that may be contentious and sensitive and where there may be communication difficulties and barriers to understanding.
• To act as a first point of contact for patients, carers, relatives, service users and members of the public who wish to make a complaint, guiding and supporting them through a PALS concern.
• Monitor PALS enquiries when they are dealt with by local care team staff, ensuring that responses are scrutinised.
• Promote and encourage service user/carer involvement and influence service delivery from recent experiences and support networks where wide service user/carer consultation is required around planning of services.
• Develop and deliver training for staff around PALS and service user and carer experience including staff induction.
• Provide support to operational staff when responding to concerns raised, providing advice and guidance throughout the process.
• To ensure that the views of hard to reach groups are actively sought out and responded to
• Ensure that themes arising from feedback are reported to the care group and that systems are in place to collect lessons learnt as a result.
• Ensure that action plans are monitored and collate assurance evidence of the improvements made
• Provide advice and support to wards and departments to develop a programme of local patient surveys and audits of patient views
• Support the development of the Trusts survey system and provide guidance and training for staff
• To be responsible for advising on, and implementing a Trust-wide response to national patient feedback systems such as NHS Choices and national patient surveys
• Respond to interest, arrange meetings and act as coordinator to other parts of the service.
• To provide a professional, caring, compassionate and supportive service to patients, carers, relatives and service users who contact the Involvement and Experience Team ensuring they feel listened to and that their concerns are taken seriously.
• To process patient information and ad-hoc data relating to PALS/patient experience, ensuring clear and up to date records of all PALS enquiries are maintained and dealt with in accordance with the Team processes and policies.
• Provide support to the PALS and Experience Manager in the day to day management of the PALS service, assisting with the investigation of certain concerns as required and, where appropriate, assisting with drafting responses for review.
• Responsible for participating in the setting of quality standards for the service working with managers to make improvements where required.
• Ensure databases are maintained and collate information and contribute to producing monthly, quarterly and ad-hoc reports for the Trust specific to the PALS and Experience agenda. This will include the interpretation, and monitoring of all PALS comments and survey responses extracted from the PALS and survey database to comply with contracts and regular requirements.
• Ensure the PALS and Experience databases are kept up to date by leading by example in relation to the administrative roles within the team.
• Support the PALS and Experience Team in the delivery of meetings related to PALS and Experience related activity
• Work closely with staff champions in the different localities to ensure regular meetings occur and issues raised are concluded with action plans where required.
• Report themes to the PALS and Experience Manager from the PALS contacts and liaise with and support staff where required.
• To support the PALS and Experience Manager in undertaking analytical projects such as audits and satisfaction questionnaires to monitor patient experience and to comply with contractual obligations.
• Participate/support in the development of the service to ensure clinical governance processes are actively implemented at team level.
• Provide input, where requested into the development of an Involvement and Experience Strategy, Policy and Standard Operating Procedures along with the PALS and Experience and Involvement Managers.
• To provide advice, support and assist managers with PALS and Experience related activity that is timely and ensure that complainants are kept up to date on the progress of their complaint.
• Ensure that concerns raised by patients, carers, relatives service users and members of the public are fully understood and are answered fairly, openly and honestly.
• Explore Experience Groups in all services with the aim of developing a governance structure whereby all PALS and Experience within the Trust feeds into the Involvement and Experience Team, developing a database and dashboard of the information collected.
• Promotion of the PALS and Experience Service at internal and external events including review of promotional material.
• Set up regular PALS Clinics in in-patient, forensic and community settings and maintain a visible presence in areas of high footfall.
• Identify patients, service users and carers to present their patient story at Trust Board, Council of Governors and other meetings.

Person Specification

Qualifications and Experience

Essential

• Educated to degree level or equivalent experience
• Analysing data and report writing.
• Experience of working with service users and carers in involvement and experience projects and facilitating meetings.

Desirable

• Range of Interpersonal skills, (communication, listening, working collaboratively) maintaining good working relationships with service users/carers, other service providers and agencies.
• Customer Services Qualification.

SKILLS, KNOWLEDGE & ABILITIES

Essential

• Experience of working with people who have complex needs and the ability to manage conflict.

Desirable

• Clear communicator with excellent written skills.

Employer details

Employer name

Midlands Partnership NHS Foundation Trust

Address

Trust Head Quarters

Corporation Street

Stafford

ST16 3SR

Any attachments will be accessible after you click to apply.

301-JP-24-6093187