PALS & Complaints Assistant | Norfolk and Norwich University Hospitals NHS Foundation Trust

On average, we speak to over 400 people a month to help them with accessing Trust services or resolving concerns. People often contact us to help them with finding out more information about waiting times, concerns about an inpatient or because of a communication issue, getting in touch with someone or understanding a decision made. The team is small, dedicated and caring. Supportive of each other as well as passionate about the service provided to support our patients and Carers. The role is part of a small team ensuring the efficient day to day running of the Patient Advice & Liaison Service (PALS) and Complaints Service.

• Ability to communicate with people at all levels is essential, using good overall communication skills, particularly in dealing with difficult/enquiries/concerns
• To be able to communicate personal and contentious information using tact, persuasion and empathetic skills, and maintain a diplomatic approach.
• To act as an efficient and approachable support service to enquirers contacting the PALS and complaints service or the Patient Experience Team, including user groups.
To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH's 'PRIDE' values of People focused, Respect, Integrity, Dedication and Excellence and demonstrate behaviours that support and encourage an inclusive culture.,
• To act as an efficient and approachable support service to enquirers contacting the PALS and complaints service or the Patient Experience Team, including user groups. To provide accurate, appropriate and timely information about Trust services and related health information. To provide non-clinical advice to patients, relatives and carers and, if necessary, refer enquiries on. Ability to communicate with people at all levels is essential, using good overall communication skills, particularly in dealing with difficult/enquiries/concerns.
• Determine when to refer more complex cases in line with SOP definitions/matrix to the appropriate level of seniority and where appropriate, to, independent advocacy services or other voluntary/public services.
• To resolve queries as agreed with the PALS and complaints Manager and to make recommendations for action.
• To liaise with staff at all levels in the Trust and representatives of external organisations, ensuring confidentiality is maintained at all times.
• To ensure all PALS and Complaints enquiries are recorded on a database (Datix) speedily and accurately.
• To produce accurate written work, including letters, emails and notes of meetings. To arrange and provide secretarial support/administrative support to ad hoc meetings.
• To participate in the training of ad hoc staff regarding the role of PALS, Complaints and Patient Experience.
• To maintain an effective and up to date filing and bring forward system.
• To provide secretarial/administrative support to the PALS and Complaints and wider Patient experience team, including user groups, ensuring a professional and timely service at all times. Undertake other secretarial duties as required. Ensure that any information or messages are relayed accurately and speedily. Follow up where necessary any messages taken to ensure an efficient and effective service.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post. Please note that this advertised position, which is part of occupation code 3560 does not meet the UKVI eligibility requirements for a Skilled Worker Visa (this includes if you are already in a sponsored post and looking to change employer). The Trust would not be able to issue a Certificate of Sponsorship for this role.

Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff! The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world. We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity

We can offer you the full range of NHS benefits/discounts and in addition:
• Flexible working hours
• Fast Track Staff Physiotherapy Service
• Multi Faith prayer room
• Discounted gym memberships
• Excellent pension scheme and annual leave entitlement
• Wagestream - access up to 40% of your pay as you earn it
• Free Park & Ride service direct to NNUH site
• Free 24-hours confidential counselling support
• On-site Nursery
• On-site cafes offering staff discounts
• Support in career development
• Flexible staff bank