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Job description

An exciting opportunity has arisen for a Patient Advice Liaison Service (PALS) Administrator within the Patient Experience and PALS Team at Lancashire Teaching Hospitals NHS Foundation Trust. We are seeking applications from a flexible, highly motivated individual with a passion for delivering a high quality service to put the needs of patients, carers and service users at the centre of what we do.

You will have a good understanding of the work carried out by PALS within the NHS and sound knowledge of the NHS Complaints process. You will have excellent communication and people skills; able to manage difficult situations with sensitivity, empathy, care and compassion.

This is a challenging and incredibly rewarding post, within a supportive team, focused on improving the experiences of patients, their relatives and visitors using our services.

You will have excellent communication skills with the ability to empathise with patients, carers and relatives who may at times be distressed. Organisation is key to this role and there is an expectation that people who raise concerns are dealt with in a timely manner. You will also have good IT skills in order to use the Datix Governance Management system to log enquiries, concerns, complaints and compliments. Attention to detail is a key requirement of this role.

The Patient Experience and PALS Team are a forward thinking, supportive and driven team. A desire to resolve problems for patients, relatives, carers and service users is at the heart of what we do. The nature of the role can be very challenging, as often the people who come to us are unhappy for a variety of reasons. However the satisfaction gained from resolving concerns for patients, relatives and service users is immeasurable. To be part of this team is something else that you will be so glad to be a part of. No two days are the same and the rewards are fantastic. We are a team who thrive on supporting one another, working well together for the benefit of our patients.

Working with us gives you the knowledge and sense of pride that every activity you do genuinely does make a difference to support our patients & staff, ensuring we keep thriving & delivering outstanding healthcare right across our local towns.

You’ll have access to varied development opportunities, learn new skills, meet fab people & do things you’d never have done. You’ll learn about working in a hospital, interacting with people from all different roles to build skills & enhance your career path.

You’ll make an impact, be challenged to think differently, be bold & help innovate to keep improving things. Everything we do centres around patient care and enhancing their experience which means your role is pivotal and something really to be proud of.

• Respond to patient, carer, relative or other concerns in relation to patient experience in a timely, responsive manner
• To act as the first point of contact for patients, relatives, carers or those who wish to raise concerns, complaints and compliments in relation to all aspects of patient experience
• Ensure the Datix Governance System is maintained with appropriate records of concerns, complaints, compliments and general patient feedback in a timely manner.
• Provide a timely and consistent telephone answering service to meet the needs of service users.
• Provide general information to service users in relation to the services offered by the Trust.
• Add to the knowledge bank of the PALS service when changes within the organisation are made.
• Escalate to relevant people where issues arise that cannot be dealt with in a timely way, providing full details of the problem