PALS Co-ordinator

Working as a partnership, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust have a shared vision for excellence in care for our patients and communities; with a set of strategic aims underpinning how we will achieve this.

The single corporate service is delivered across both organisations. You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.

NHS Band 3 Salary: £25,760 - £27,476 per annum

Hours Per Week: Full time 37.5

Contract Type: Permanent

Location Base: Queen Alexandra Hospital, Southwick Hill Road, Cosham, Portsmouth, PO6 3LY

An exciting opportunity has arisen within the Experience of Care Team for a Patient Advice & Liaison Service (PALS) Co-Ordinator.

We are seeking to appoint a highly motivated team player, who is eager to take on new challenges, to join our small team. The postholder will act as a point of contact for service users by listening to patients' concerns, worries, fears, suggestions and experiences and raise these with people who design and manage services. You will work with staff and service managers by escalating complaints to the appropriate department or manager for investigation.

Excellent communication and negotiation skills are essential, as is an understanding of the health and social care issues affecting our population.

The postholder will be responsible for ensuring data regarding PALS enquiries are recorded on the trust’s database and ensure feedback is used to drive continuous improvements in care.

As an organised, dynamic and compassionate person, the focus of this role will be to support patients and carers to ensure that their concerns are managed appropriately, and that the Trust is learning from this valuable feedback, not the investigative process.

The postholder should be educated to NVQ 3 or equivalent with previous experience of working in the NHS and should have an ability to liaise effectively, with an understanding of person centred approaches to ensure good outcomes for patients, their families and carers.

This is an excellent opportunity to support those who use NHS services, identifying any gaps in services to help bring about changes to the way that services are delivered.

If you have excellent communication and interpersonal skills, are passionate about improving the patient experience and want to support the trust with learning from feedback, then this post is for you.

For a full list of roles and responsibilities, please refer to enclosed job description .

Interviews to be held the first week of November (Date TBC)

For more information, please contact Laura White, Head of Experience of Care on 02392 286000 ext 6363

Requirements

NVQ 3 or equivalent; Educated to GCSE level or equivalent experience.; Proficient in the use of Microsoft Office programmes; Experience of working in a busy customer service environment; Experience of working within an NHS or Social Care environment; Excellent verbal, telephone. and written communication skills; Excellent interpersonal skills; Listening skills; Demonstrate tact and diplomacy when dealing with highly sensitive issues and maintain confidentiality.; Problem solving skills and ability to respond to sudden unexpected demands.; Ability to deal with distressing circumstances and challenging situations