Patient Advice and Liaison Service Co-ordinator

Are you looking for a new challenge? Are you passionate about supporting our patients and their families?
If yes, then this may be the right role for you.
We have a rare and exciting opportunity to join the Patient Experience Team at UHCW as the Patient Advice and Liaison Service (PALS) Co-ordinator.
You will have the opportunity to shape this service to ensure that it is provides an effective and efficient service to our patients and their families.
You will work alongside the Head of Patient Relations and Complaints Co-ordinator to ensure a pro-active approach to the management of PALS enquiries across the Trust, ensuring that learning from PALS and trend analysis is utilised to make improvements.
You will support senior members of staff across the wards and departments to enable timely and high quality investigations and responses on behalf of the Chief Executive.
Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested., To provide day-to-day guidance to staff involved in PALS enquiries and investigation handling within the Trust.
Ensure that Trust policies and procedures are followed to support the effective management of PALS and to ensure that national guidance and processes are followed, including the independent review processes.
Provide day to day responsibility for the PALS Officers and assist in managing their work ensuring the investigation of PALS and production of responses are within prescribed timescales and meet a high standard.
Assist group managers, clinical and non-clinical staff to manage PALS by providing specialist advice to staff when dealing with difficult, complex, challenging and often upsetting PALS enquires. Be actively involved in achieving resolution.
Provide advice, support and assistance in all aspects of PALS management within the trust, identifying deficiencies and implementing corrective action.
Directly manage a highly complex or sensitive PALS workload and provide expert support and advice on how to manage individual PALS enquiries.
Assist staff with meetings with PALS enquiries to achieve timely resolution and, where possible, avoid the need for escalation to a formal complaint., + Keep up to date with new legislation and developments in the field of PALS, interpreting the significance of these and help develop any necessary action plans for the Trust in conjunction with the Head of Patient Relations.
+ Responsible for ensuring the analysis and reporting of PALS enquiries within the Trust ensuring robust monitoring and reporting systems where data has been appropriately interrogated and presented where the content can be backed up.
+ Undertake routine analysis and provide standard, statutory (including regional and national) and ad hoc reports as required by the Director of Quality. Provide regular reports to the Patient Experience Delivery Group.
+ Work with the Head of Patient Relations to ensure that the Trust responds to the CQC and CCG and any other appropriate bodies following an independent investigation.
+ Liaise with the Complaints Team regarding any PALS enquiries that may give rise to a formal complaint.
+ Ensure that there is integration of and shared learning from issues arising from PALS enquiries in liaison with the Complaints and Patient Safety Manager, ensuring that any findings and trends from PALS enquiries are fed into the clinical governance structure.
+ Be responsible for the continuation of the PALS enquiries management plan in line with risk management policies and procedures.
+ Establish and maintain relationships with Lead Clinicians, Clinical Directors and all grades of staff and managers to ensure effective communication and a consistent approach to all issues relating to PALS enquiries management across the Trust.
+ Develop and maintain effective networks with external organisations in particular Healthwatch including the CCG, ICAS, and other NHS Trusts.
For further details please see the attached job description.
To ensure that we provide world-class patient care, UHCW recruits people that can demonstrate the Trust's Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.
Before applying, we encourage you to review the Trust's Values and Behaviours which can be accessed on the right side of this page under the job description.
The Supporting Information Section in your application should therefore reflect your understanding of the Trust's Values and associated Behaviours. You will be expected to provide us with examples from work experience and/or personal life which demonstrate these values through your behaviour.
The Trust is committed to Equal Opportunities within the workplace. All vacancies will be considered for Job Share unless otherwise stated. All applicants who have a disability and who meet the minimum criteria for the job will be interviewed. Where a post has an overwhelming response, this Trust may use random selection in order to reduce numbers to interview, any disabled applicants will automatically be guaranteed an interview and will be exempt from this process.
In submitting an application form, you authorise University Hospital Coventry & Warwickshire NHS Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you, including Occupational Health data (inoculations and screening tests). This data will be transferred using NHS Electronic Staff Record and third-party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post.
UHCW NHS Trust, by virtue of its Green Plan, is committed to ensuring that the way we provide services minimises the impact on the environment and the future health of the public e.g. zero waste to landfill, reducing our carbon footprint and increasing our recycling and reuse percentages.
If you are successful at interview you will receive a conditional offer of employment and we'll ask you for information so that we can carry out pre-employment checks. You must successfully complete all pre-employment checks to progress to a final unconditional offer.
We must confirm the identity of our staff and their right to work in the United Kingdom. We will ask you to submit proof of your identity and right to work documents via a secure digital platform approved by the Home Office, named TrustID. Alternatively, you may be asked to attend our office with original documents.
Depending on you level of exposure with patients you may be required to undertake a Standard or Enhanced DBS. The cost of this check will be charged to you and will be deducted from your salary over the first 3 months of employment at the current rate.
All correspondence will be sent by email; please check your account regularly including your Junk/SPAM folders

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.
We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.
We are proud to be recognised as a Pathway to Excellence^® designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence ® - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)
By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.
The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.