Job summary
Employer heading
PALS Officer
Band 5
Oxford Health NHS Foundation Trust has been rated as Good by the Care Quality Commission (CQC).
We are a responsive and innovative Foundation Trust that places our values of Caring, Safe and Excellent at the heart of everything we do. We take great pride in our staff and believe that investing in you is key to us achieving our vision of outstanding care delivered by outstanding people.
We work with a wide range of partner organisations to deliver care and support to people in their own homes and from a number of hospitals and community bases. We focus on delivering care as close to home as possible for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset.
Job overview
The Patient Advice and Liaison Service Officer is required to provide easily accessible customer services to the local community working closely with the Complaints & PALS Manager and PALS Service Lead.
One of the great things about this role is that you'll be liaising directly with service users and their families; this is a great opportunity if you really enjoy working with people. We are seeking to recruit an enthusiastic and hardworking individual to work within the Complaints & Patient Advice and Liaison Service (PALS) team. This role is also suitable for someone who has experience of using secondary mental health services as a patient or a carer.
Main duties of the job
The successful postholder will be responsible for providing an accessible customer service for patients using the Trust’s services and their carers and families. You will be required to run a series of regular PALS surgeries, speaking directly to patients and their families about their experiences.
The postholder will facilitate a speedy and informal resolution of problems and concerns raised by patients, their families, and carers through liaison with Trust staff and other external agencies. They will be responsible for providing information about local services, including voluntary and statutory agencies.
Part of the role will require the postholder to provide high quality guidance and support to Directorates on resolving and responding to concerns and complaints. They will be required to identify themes and tends arising from concerns and patient feedback to ensure actions are taken. You will be responsible for working with Directorates to ensure that they utilise all feedback received to continuously improve services.
Excellent written and verbal communication skills, attention to detail, and a sensitive and caring manner are key to this role. The successful candidate will be required to understand the need for confidentiality and display a mature and professional attitude. The post-holder will be required to travel to the Trust’s various hospital sites.
Working for our organisation
Oxford Health NHS Foundation Trust provides physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset.
Our vision is that no matter who you are or where you are, you will tell us that you receive: "Outstanding care delivered by an outstanding team"
Our values are: "Caring, safe and excellent"
At Oxford Health we offer a wide range of benefits designed to support your career and wellbeing. These include:
- Excellent opportunities for career progression
- Access to tailored individual and Trust wide learning and development
- 27 days annual leave, plus bank holidays, rising to 33 days with continuous service
- NHS Discount across a wide range of shops, restaurants and retailers
- Competitive pension scheme
- Lease car scheme
- Cycle to work scheme
- Employee Assistance Programme
- Mental Health First Aiders
- Staff networking and support groups hosted by our Equality, Diversity & Inclusion team
Detailed job description and main responsibilities
The key result areas of the postholder are:
- To facilitate speedy and informal resolution of problems and concerns raised by patients/services users, their families, and carers through liaison with Trust staff and other agencies.
- To provide information about local services, including voluntary and statutory agencies and to offer guidance and support to those accessing the service, providing links to services where appropriate.
- To provide high quality guidance and support to Directorates on resolving complaints and concerns
- Run PALS surgeries on all wards and at other locations where services are delivered, to listen to patients about any concerns and to try and resolve these.
- To identify trends and themes arising from concerns and patient feedback ensuring that lessons are learned
Person specification
Experience
Essential criteria
- Customer Service Experience
Skills
Essential criteria
- Written/Verbal communication skills
Knowledge Requirements
Essential criteria
- Demonstrable knowledge of PALS
Desirable criteria
- Knowledge of the NHS complaints procedure.
Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Laura Lewis-Robinson
- Job title
- PALS Service Lead
- Email address
- [email protected]
- Telephone number
- 0800 328 7971
- Additional information
At Oxford Health NHS Foundation Trust we want to employ people not just with experience, but with the aptitude and motivation to succeed and whose values resonate with our own.
Therefore, if you don’t meet all the requirements of the role and are unsure about applying but are excited about the opportunity, please do get in touch. We will be happy to discuss the requirements in more detail ahead of making a written application.
Laura Lewis-Robinson, PALS Lead, 01865 901274
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