Job overview

OPEN TO INTERNAL IOW AND PHU APPLICANTS ONLY

Band 5 - £29,970 - £36,483 per annum

Full time 37.5 hours per week

Permanent contract

You will be the first point of contact for the Trust’s Patient Advice & Liaison Service (PALS). Providing high level customer service to patients, relatives and visitors, offering advice, sign posting, information and timely resolution to patients and service users with enquiries or concerns.

Deputising for the PALS Manager in any aspect of the service, you will support the implementation of new initiatives within the department and adhere to the PALS processes and procedures.

Please note, this position has also been advertised on the Portsmouth Hospitals University Trusts jobs page. If you are interested in this position and wish to apply, there is no requirement for you to submit two separate applications. 

Main duties of the job

Providing line management for the PALS officers and patient experience volunteers, which includes training and mentoring.

1. In conjunction with the PALS Manager, provide leadership and support to the PALS team, including personal development, support and direction.
2. Contribute to a high-quality PALS service for patients, carers and members of the public who want to raise concerns or are seeking information, help, advice and/or the resolution of enquiries.
3. Be responsible for managing a varied caseload of enquiries independently and without direct supervision, including comprehensive diary management and appropriate prioritisation of existing casework.
4. Liaise with all levels of staff, other PALS and complaints services and external organisations, to resolve concerns and enquiries.

Working for our organisation

Our vision for Single Corporate Services  
Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care. 

This vacancy is part of the Single Corporate Services Division.

Why are we changing the way we deliver Corporate Services? 
Working as a partnership, both IWT and PHU 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 creation of a single corporate service is essential for us to support our clinical and operational services, and our wider transformation programme. 

For further information, please read the attached document outlining the vision for our single corporate services.

The single corporate service is delivered across both organisation.  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.