Tameside and Glossop Integrated Care NHS FT
PALS Officer
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About the Role
The Patient Advice and Liaison Service (PALS) is the central point of contact for patients, carers, and visitors. It provides on-the-spot information and advice and facilitates the resolution of informal concerns that are raised via the PALS Office in a variety of means, including telephone, face-to-face, webform, email, and letter.
The post holder will provide an efficient and effective service in addressing concerns as well as directly providing information/signposting to other services and early resolution of non-complex concerns. The post holder will act as the first point of contact for patients/carers/visitors and staff communicating with the PALS Department. The successful candidate will be a person who enjoys the challenge of resolving concerns whilst working with patients and families in this fast-paced role.
The PALS Officer is an essential role in providing an accessible and confidential service to patients, carers, and their families, to support the resolution of informal concerns.
Responsibilities
- Provide an efficient and effective service in addressing concerns.
- Directly provide information/signposting to other services and early resolution of non-complex concerns.
- Act as the first point of contact for patients/carers/visitors and staff communicating with the PALS Department.
- Engage with services across the Trust and manage enquiries from members of the public in a timely and efficient manner.
- Utilize written and verbal communication and negotiation skills to support the effective provision of the Trust's PALS and Complaints function.
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Requirements
- Experience of liaising directly with members of the public over the telephone and in person.
- Demonstrate excellent verbal and written communication skills.
- Be adaptable and flexible to pressures.
- Be able to use your own initiative.
About Us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
Our Values & Behaviours
- Compassion
- Accountability
- Respect
- Excellence
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We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.
Benefits
- Flexible working
- 27-33 days annual leave plus bank holidays
- Sick pay
- NHS Pension Scheme
- Free eye tests and health checks
- Gym discount
- Free bicycle loan scheme
- Salary sacrifice car scheme
- Support with stress, bereavement, relationships, finance, and much more.
Contact Information
For further details / informal visits contact:
- Name: Nicola Withington
- Job title: PALS and Complaints Manager
- Email address: nicola.withington@tgh.nhs.uk
- Telephone number: 01619226506
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