Patient Advice & Liaison Administrator

Communication with the public and colleagues via telephone, email and face to face. Manage PALS enquiries from the public in a timely manner. Be responsible in ensuring incoming mail is received and distributed accordingly. Making sure all complaint correspondence is dealt with promptly. Responsibility for arranging meetings and organising appropriate hospitality and venues as required. To prepare reports, graphs, presentations to support the work of the Head of Complaints & PALS and the Head of Patient Experience as requested. To undertake photocopying, filing and other administrative tasks as requested. To maintain an effective PALS database ensuring that the data is kept in a secure manner adhering to Caldicott guidelines/GDPR at all times. To act as the front line patient advice and liaison service dealing with enquires as they arise, efficiently, sympathetically, professionally as well as promptly. To resolve concerns and complaints wherever possible ensuring all activity is logged
on the PALS database (DATIX). To ensure that all PALS enquiries/complaints are logged onto the formal complaints Datix database. To ensure complaints are done within 3 working days of receiving the complaint. Provide a first line of response to enquiries received by telephone, email or in person ensuring that these are handled confidentially, confidently in a professional manner. Report through the incident reporting mechanisms if patients/callers are abusive in any way. Ensure that department and Trust policies are followed and that confidentiality is maintained at all times. To ensure the need for a high standard of data quality, confidentiality and information security. Exchanging confidential, sensitive or contentious information with senior managers/matrons/patients/carers which requires assertive and persuasive communication skills. To maintain accurate records, a comprehensive filing system and efficient information retrieval system and to ensure this is kept up to date. To
regularly audit the quality of data inputted onto the PALS/Formal Complaints database. To work with the Head of Complaints & PALS to ensure these databases are accurate and data pulled from them is credible.