Job Description
The PALS and Complaints Department at NCA is looking for enthusiastic, committed people to join their team. You will be part of a team managing a PALS concerns for one of the Care Organisations within the NCA. You will need excellent communication (verbal and written), organisation and time management skills, alongside a proactive approach to develop and improve the service.
To act as a point of contact for people wishing to complain, raise concerns or give compliments about the NHS Services they have received. To log contacts/enquiries on the Trust’s PALS and Complaints database (Datix). Post holder must be able to work with minimal supervision and use considerable initiative and empathy to respond to enquirers in a timely and professional manner. To ensure all concerns/enquiries/ compliments are handled as locally as possible, escalating when appropriate in line with the Trust’s PALS and Complaints Handling Policy
The PALS and Complaints department provide a service across all 4 sites of NCA. The team is hardworking and the department is very busy with ever changing priorities. The department has a teamwork ethic, supporting each other to ensure the best service to our patients and their carers.
- To act as a point of contact for service users, their relatives and outside agencies e.g. MPs, Health Advocates, who wish to raise concerns relating to services provided by the Trust. This can be face to face, via email or telephone
- To act as a facilitator in relation to the concerns of patients, their carers and families and engage Trust staff to resolve concerns locally and in a timely manner in accordance with the PALS and Complaints Handling Policy
- To act as a contact point for members of the public, patients, their carers and families seeking support or information on all aspects of NHS services, including how to make a complaint about services the Trust provides
- To refer patients on to external advocacy services either when requested to do so or where this is felt appropriate
- To facilitate patients, their carers and families wishing to become involved in shaping their local NHS
- To provide non-clinical advice and information about the Trust and its services to patients/clients/carers/relatives and providers.
- To provide advice to patients/clients/carers/relatives about their statutory NHS rights, how to complain and the support available to do so.
- To be responsive to the specific needs of patients, carers and their families, i.e. learning disabilities, bereavement, counselling skills, etc.
- To arrange meetings as required between patients/carers and health care professionals
- To contribute towards the production of patient information such as leaflets and posters
- To undertake day-to-day PALS caseload work and co-ordination of the service
- To accurately record details of concerns/enquiries from patients/patient representatives using the Trust’s PALS and Complaints database (Datix) and ensure all activity, including resolution, outcome and actions taken, is updated in a timely manner
- Highlight to the PALS and Complaints Team Leader any issues, patient safety concerns, themes or trends, along with any actions to improve services
- To demonstrate empathy, courtesy and confidentiality when conveying personal, sensitive or contentious information
- To liaise mediate between Trust staff and the enquirer (this may involve meeting with the enquirer and Trust staff)
- Ensure all enquirers are dealt with in a confidential manner in line with Trust Policy
- Obtain patient information from the Trust’s systems
- To possess specialist knowledge of PALS casework and the NHS Complaints Procedure
- Work in partnership with Healthcare Professionals providing assistance and guidance as necessary
- To possess an appropriate level of knowledge of organisational policies and procedures and risk management procedures
- To keep abreast of changes to national legislation and guidance and to consider new or innovative ways of managing PALS casework
- To assist the PALS and Complaints Manager/Team Lead in the preparation and delivery of presentations to staff, patient forums, organisation boards relating to PALS
- Prepare routine and ad-hoc reports on PALS activity, including highlighting any trends/themes
- To develop and maintain good relationships with clinical and non-clinical staff across the Trust
- To contribute to training and events within the Care Organisation to raise awareness of PALS and complaints and explain the role of the service
- To have a personal duty of care in relation to equipment and resources and confidential retention, storage and distribution of documentation
- To be responsible for appropriate use and safety of office and IT equipment
- The post holder will be office based with the potential for some home working