Patient Experience and PALS Supervisor

To promote and co-ordinate the organisations Patient Advice Liaison Service (PALS) which operates as part of the Patient Experience and PALS Service. To ensure patients, carers, relatives and staff know how concerns can be raised, and to assist in early resolution to support an effective patient experience. To provide educational support for divisions across the Trust to raise awareness of PALS and monitor the KPI's for the team. Successful applicants will have excellent communication and people skills; able to manage difficult situations with sensitivity, empathy, care and compassion. The role will be largely focused on ensuring that patients, carers, relatives and service users are familiar with the service and how it can help them to resolve any concerns they may have., The Patient Experience and PALS Team are a forward thinking, supportive and driven team. A desire to resolve problems for patients, relatives, carers and service users is at the heart of what we do. The nature of the role can be very challenging, as often the people who come to us are unhappy for a variety of reasons. However the satisfaction gained from resolving concerns for patients, relatives and service users is immeasurable. To be part of this team is something else that you will be so glad to be a part of. No two days are the same and the rewards are fantastic. We are a team who thrive on supporting one another, working well together for the benefit of our patients and families., + Where appropriate seek to take action in line with Trust Policy to achieve early, local resolution of concerns raised.
+ Provide on the spot help and negotiate immediate solutions and speedy resolutions of problems.
+ Provide as appropriate supervision of the Patient Experience and PALS Advisors.
+ Assist in the development of an Educational Programme focusing on Patient Experience and PALS service.
+ To effectively promote the Patient Experience and PALS Team across the organisation, ensuring all divisions have knowledge of the functions of PALS and how the team can support and assist patients.
+ Ensure involvement with the wider Patient Experience and PALS Team.
Thanks for taking the time to view this advert; we're looking forward to receiving your application. You should be aware that the vacancy may close earlier than the published date if sufficient applications are received so it would be best to apply as soon as you can. We'll contact you by e-mail to update you on the progress of your application so please check the e-mail account that you applied from (including spam/junk) regularly.
We are committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership, neurodiversity or veteran status are encouraged to apply for this post. Our Statement on the Recruitment of Ex-Offenders is available Here
To support you in your application process we've created a What we can offer you guide that shows what you can expect when you join our hospitals. The guide includes links to our strategic aims and objectives as well as our values, development support and rewards and benefits. To help you get the best from your application we've also put together two guides to help you make your application the best it can be. Just click here and here to go through them, or have them open as you complete your application.
We recognise that the recruitment process may present barriers for some and you may need personal adjustments to enable you to participate in our recruitment process. Please make contact with the recruitment team at the earliest opportunity to ensure that measures can be put in place to enable your application for this post.
Use of Artificial Intelligence (AI) when writing job applications
If you choose to use AI or other tools to assist in writing your application, it's essential to personalise this information, particularly your supporting information section. While AI can help streamline the writing process, these tools cannot fully grasp the context or requirements of the job you're applying for. There is also a risk that it can generate false or misleading information.
AI-generated job applications can often be generic, impersonal and may not accurately reflect your qualifications, knowledge, skills, and experiences. It is crucial that you personalise your supporting statement by articulating these in your unique voice. Relying solely on AI to write your application or supporting information section is not advocated by Lancashire Teaching Hospitals and could negatively impact your chances of success in the application process.
We have added a disclaimer to our application process advising that the use of AI is monitored and if applicants have used it then they are required to declare this.
Supporting Information
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Our recruiting managers score applications based on the criteria listed in the person specification. They will be looking for evidence of how you meet these criteria. To increase your chances of securing an interview, provide examples of how you have applied your skills and knowledge in real-life situations. Share work-related successes and challenges you've navigated that align with the criteria. These could be from various aspects of your life, including work, education, and personal experiences.
Consider structuring your supporting information section with clear headings or bullet points. This approach will help both you and the recruiting manager navigate through your application more effectively.
Working Smarter pledge
We are reminded everyday of how important life is, so as part of our Working Smarter pledge we offer a variety of flexible working options and wellbeing support to enable our people to find and maintain the right work-life balance.
Secondments
If you are applying for a secondment role please ensure you have agreement from your current line manager prior to attending an interview. Also please ensure you have read the LTHTR Secondment Policy. A copy of this can be found on the intranet or by contacting [email protected]
Young People
Please note a young person must be in part-time education or training until they're 18. therefore if you are under 18 we are unable to employ you on a full time basis, unless it is in an apprenticeship role.
Disclosure and Barring Service checks
If the role you've applied for requires a Disclosure and Barring Services (DBS) check we will administer this on your behalf and the cost will be recovered from your salary, either as a one-off payment, or over 3 months. The level of check required depends on the role that you have been offered. Currently the charges are - Basic DBS check £21.50, Standard DBS check £21.50 and Enhanced DBS check £49.50. You should be aware that if you are successful in obtaining a position that requires a DBS check but later withdraw your application, you may be required to reimburse the cost of the DBS check. DBS checks remain free of charge for volunteer positions. The DBS Code of Practice can be accessed here.
In line with guidance from United Kingdom Health Security Agency, all staff and volunteers are required to comply with Trust Infection Prevention and Control processes in relation to safe working. This includes mask wearing and adherence to social distancing at all Trust sites.

The post holder will have a good understanding of the work carried out by the Patient Advice Liaison Service (PALS) within the NHS and sound knowledge of the NHS Complaints process. There will be a key requirement to ensure that the Patient Experience and PALS Service is promoted widely to ensure that patients, relatives and carers know how to raise concerns. This work will include the postholder to work across all divisions to ensure appropriate support is put in place and where concerns are raised they are dealt with quickly to ensure an effective patient experience.
Suitable candidates will be an all round team player with strong administrative experience, including written and verbal communication skills, in addition to having well developed organisational skills. Excellent computer skills are necessary, with attention to detail and accuracy as data inputting is integral to this post using the organisational Governance recording system Datix.
This is a challenging and incredibly rewarding post, within a supportive team, focused on improving the experiences of patients, their relatives and visitors using our services.