PALS Officer

An exciting opportunity has arisen to become an integral member of the recently established Patient Advice and Liaison Service (PALs), working closely with the Resolution Team, managing a case load of concerns and enquiries from our patients and service users., The successful candidate should have a keen interest in improvement, and enabling positive change and feedback throughout all areas of the service that NWAS provides. We work closely with service lines throughout NWAS, inclusive of Paramedic Emergency service, Patient Transport Service and Integrated Contact Centres. We would therefore welcome candidates with experience or knowledge of the services that NWAS provides, and those who can build on these already strong relationships needed to enhance feedback and learning from concerns raised.

Communication, both verbal and written is a key element of the role, as is excellent customer service skills. The successful candidate should be confident in speaking on the telephone, and is a core function of this role.,

• 5 GCSE (Inc English) or equivalent
• NVQ Level 3 or equivalent (customer service / complaint handling)
Skills and Attributes Essential
• Ability to maintain confidentiality and deal with situations in a sensitive manner
• Able to communicate across wide demographic boundaries in an appropriate manner
• Respects and applies patient confidentiality at all times
• Able to manage own workload, working to tight an changing timescales
Knowledge and Experience Essential
• Extensive experience of handling complaints / concerns within a healthcare organisation
• Excellent knowledge of ambulance service systems and processes particularly service delivery
• Excellent telephony skills, particularly dealing with distressed people or challenging behaviour
• Excellent written and verbal communication skills
• Good working knowledge if consent needs and application
• Excellent working knowledge of Microsoft Office products (esp excel)
• Good working knowledge if C3, Cleric, Reporting services, Datix or equivalent
• Must be able to work as part of a team and independently
Personal Attibutes Essential
• Flexible and highly motivated
• Project a professional image
Person Specification Qualifications and Education Essential
• 5 GCSE (Inc English) or equivalent
• NVQ Level 3 or equivalent (customer service / complaint handling)
Skills and Attributes Essential
• Ability to maintain confidentiality and deal with situations in a sensitive manner
• Able to communicate across wide demographic boundaries in an appropriate manner
• Respects and applies patient confidentiality at all times
• Able to manage own workload, working to tight an changing timescales
Knowledge and Experience Essential
• Extensive experience of handling complaints / concerns within a healthcare organisation
• Excellent knowledge of ambulance service systems and processes particularly service delivery
• Excellent telephony skills, particularly dealing with distressed people or challenging behaviour
• Excellent written and verbal communication skills
• Good working knowledge if consent needs and application
• Excellent working knowledge of Microsoft Office products (esp excel)
• Good working knowledge if C3, Cleric, Reporting services, Datix or equivalent
• Must be able to work as part of a team and independently
Personal Attibutes Essential
• Flexible and highly motivated
• Project a professional image
Disclosure and Barring Service Check

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport. Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need. Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident. We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.