An exciting opportunity has arisen for a Patient Experience and PALS Project Supervisor within the Patient Experience and PALS Team at Lancashire Teaching Hospitals NHS Foundation Trust.

The post holder will have a good understanding of the work carried out by the Patient Advice Liaison Service (PALS) within the NHS and sound knowledge of the NHS Complaints process. There will be a key requirement to ensure that the Patient Experience and PALS Service is promoted widely to ensure that patients, relatives and carers know how to raise concerns. This work will include the postholder to work across all divisions to ensure appropriate support is put in place and where concerns are raised they are dealt with quickly to ensure an effective patient experience.

Suitable candidates will be an all round team player with strong administrative experience, including written and verbal communication skills, in addition to having well developed organisational skills. Excellent computer skills are necessary, with attention to detail and accuracy as data inputting is integral to this post using the organisational Governance recording system Datix.

This is a challenging and incredibly rewarding post, within a supportive team, focused on improving the experiences of patients, their relatives and visitors using our services.

Main duties of the job

To promote and co-ordinate the organisations Patient Advice Liaison Service (PALS) which operates as part of the Patient Experience and PALS Service. To ensure patients, carers, relatives and staff know how concerns can be raised, and to assist in early resolution to support an effective patient experience. To provide educational support for divisions across the Trust to raise awareness of PALS and monitor the KPI's for the team. Successful applicants will have excellent communication and people skills able to manage difficult situations with sensitivity, empathy, care and compassion. The role will be largely focused on ensuring that patients, carers, relatives and service users are familiar with the service and how it can help them to resolve any concerns they may have.

About us

The Patient Experience and PALS Team are a forward thinking, supportive and driven team. A desire to resolve problems for patients, relatives, carers and service users is at the heart of what we do. The nature of the role can be very challenging, as often the people who come to us are unhappy for a variety of reasons. However the satisfaction gained from resolving concerns for patients, relatives and service users is immeasurable. To be part of this team is something else that you will be so glad to be a part of. No two days are the same and the rewards are fantastic. We are a team who thrive on supporting one another, working well together for the benefit of our patients and families.

Job description

Job responsibilities

• Where appropriate seek to take action in line with Trust Policy to achieve early, local resolution of concerns raised.
• Provide on the spot help and negotiate immediate solutions and speedy resolutions of problems.
• Provide as appropriate supervision of the Patient Experience and PALS Advisors.
• Assist in the development of an Educational Programme focusing on Patient Experience and PALS service.
• To effectively promote the Patient Experience and PALS Team across the organisation, ensuring all divisions have knowledge of the functions of PALS and how the team can support and assist patients.
• Ensure involvement with the wider Patient Experience and PALS Team.

Person Specification

Qualifications and Education

Essential

• Good general standard of education
• Computer literacy

Desirable

• ECDL or equivalent

Knowledge and Experience

Essential

• Knowledge of organisational complaints processes
• Knowledge of equality and diversity
• Dealing with challenging situations
• Knowledge of how to escalate effectively

Desirable

• Knowledge of the NHS
• Knowledge of PALS and Patient Experience
• Experience of Datix Governance System or equivalent

Employer details

Employer name

Lancashire Teaching Hospitals NHS Foundation Trust

Address

Royal Preston Hospital

Sharoe Green Lane, Fulwood

Preston

PR2 9HT

Any attachments will be accessible after you click to apply.

438-PB2545