The post holder will be the first point of contact for the Trust’s Patient Advice & Liaison Service, offering advice, information and resolution to patients and service users on their concerns and enquiries.
The PALS Officer will provide administrative support to the patient experience manager ensuring enquiries are recorded and dealt with appropriately.
The post holder will also be required to support the wider patient experience and engagement team tasks.
1. To receive, investigate and satisfactorily resolve patient and service user enquiries received via various communication channels such as email, phone, letter and face to face.
2. To provide an empathetic and responsive advice service to patients and service users.
3. To frequently communicate with patients and service users in person, on the telephone and via written communication.
4. To record and maintain PALS enquiries on the RADAR database system, escalating issues where necessary.
5. To work as part of a team, communicating with the formal complaints team and other teams within the Patient Quality team, ensuring a joined-up approach to improve the experience of patients and their families at the Trust.
6. To escalate enquiries to the patient experience manager when appropriate.
7. To be aware of the difference between PALS and formal complaints and escalate cases to colleagues when appropriate.
8. To assist with collecting organisation-wide patient feedback.
9. To manage enquiries related to lost property and work closely with wards to resolve issues.
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Please see the full job description and person specification attached for more details on the job role.
