Deputy Patient Advice and Liaison Service (PALS) Manager

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., 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.

Our vision for Single Corporate ServicesIsle 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.