Crynodeb o'r swydd
- Prif leoliad
- Group Complaints and PALS Service
- Gradd
- Band 3
- Contract
- Parhaol
- Oriau
- Llawnamser - 37.5 awr yr wythnos
- Cyfeirnod y swydd
- 200-NN-6223277-A&C-Y
- Cyflogwr
- St George's University Hospitals NHS Foundation Trust
- Math o gyflogwr
- NHS
- Gwefan
- St George's Hospital
- Tref
- Tooting
- Cyflog
- £27,948 - £29,468 per annum
- Cyfnod cyflog
- Yn flynyddol
- Yn cau
- Today at 23:59
Teitl cyflogwr
gesh PALS Support Officer (SGUH)
Band 3
Trosolwg o'r swydd
The Patient Advice & Liaison Service is looking for an enthusiastic, self-motivated individuals to join the team as a PALS administrator. The successful applicant will have experience of working within an administrative role within a patient and carer interface in an NHS, health, or public care setting. Candidates must have an NVQ Level 3 or equivalent knowledge and experience while also possessing excellent communication (written and oral), interpersonal and listening skills. Substantial experience of working in an administrative role would be advantageous.
This is an exciting opportunity to work with a successful team committed to delivering real improvements to the health care services at St George's. If you are an experienced team player and have a good understanding of the need for patient focused care, then we would love to hear from you.
Previous experience of working in patient facing service would be ideal.
Prif ddyletswyddau'r swydd
The main tasks include:
- Point of contact for patients and carers
- To support, respect and actively listen to individual patients and carers, to resolve problems and concerns, by being an accessible and visible presence within the Trust
- To be the first point of contact for enquiries, working with staff in divisions and the PALS officers to respond promptly to telephone, email and face-to-face enquiries
- To record the nature of all enquiries to PALS, the action taken and the outcomes onto the Trust Risk Management Database (DATIX)
- To provide administration support for the PALS Team.
Gweithio i'n sefydliad
After many years of collaboration and creating closer working ties, Epsom and St Helier University Hospitals NHS Trust and St George’s University Hospitals NHS Foundation Trust formed a hospital group and appointed a Group Chief Executive in August 2021 (following the appointment of a Chairman in Common in 2019) and a single executive team in January 2022.
Working as a hospital group allows for more joined up decision making for local people, a larger and more resilient clinical workforce, reduced variation in care and access to a wider range of services for our patients.
The Group Chief Nurse (GCNO) and Group Chief Medical Officer (CMO) are the Executive Directors jointly accountable to the Trust Boards for the delivery of the quality and safety agenda, including patient experience.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
- To support, respect and actively listen to individual patients and carers, to resolve problems and concerns, by being an accessible and visible presence within the Trust.
- To record the nature of all enquiries to PALS, the action taken and the outcomes onto the Trust Risk Management Database (DATIX).
- To provide practical advice and support to patients, their carers and families.
- To provide advice and information about the Trust’s formal complaint procedure
- To access information for patients on all aspects of the Trust’s services.
- To be aware of language, communication and/or special needs and respond appropriately to the specific requirements to access services.
- To offer emotional support as appropriate to patients and families who have concerns about the Trust’s services.
- Provide a safe environment for patients/carers to express their concerns and to register these with the appropriate Trust staff using skills in handling of difficult situations as and when necessary.
- To be the first point of contact for enquiries, working with staff in divisions and the PALS Advisors to respond promptly to telephone, email and face-to-face enquiries
- To be responsible for providing a robust and responsive administration service supporting the work of the PALS Advisors.
- To manage the PALS inbox and triage and allocate cases to the PALS Advisors, ensuring that any high risk or priority concerns are escalated to the PALS Advisors immediately.
- To pick-up and respond to simple enquiries by telephone, email and face-to-face enquiries made to PALS, working with General Managers, Clinicians, Matrons and other staff in divisions to respond promptly to enquiries and concerns which will improve the patient experience.
- To manage a high-pressure workload, making sure that cases being dealt with are accurately recorded and ensuring contacts and patients are regularly updated.
- To draft letters and emails in response to enquiries and/or concerns for own workload.
- To contribute to the development of DatixWeb PALS module.
- To collect the Royal Mail post and scan any letters and/or documents before triaging to the PALS Team.
- To raise orders for equipment/supplies using NHS Supply Chain.
Manyleb y person
Essential
Meini prawf hanfodol
- • NVQ Level 3 or equivalent knowledge and experience.
Essential
Meini prawf hanfodol
- • Experience of working in an administrative role
We expect all our staff to share the values that are important to the trust – being excellent, kind, responsible and respectful – and behave in a way that reflects these. More information on the vision and values of St. George’s University Hospitals NHS Foundation Trust is attached below.
Please note that this vacancy may close before the advertised closing date if sufficient applicants are received. Please check your email regularly as all candidates shortlisted for interview will be contacted and informed by email.
If you are appointed to the post, as part of your pre-employment check we will be required to verify your identity. The document/s you present for this purpose will be checked for their authenticity by scanning all known security features. These features will include:
- The machine readable zone
- An ultra violet image
- An infra red image
As part of your pre-employment checks, we will also be required to obtain satisfactory, written references. Please ensure that the referee details which you provide on your application form are correct. We require at least one written reference from your current or most recent line manager. We are only able to accept references from a professional work email address.
Telephone: 02082963786
Text: 07501066267
Email: [email protected].
Bathodynnau ardystio / achredu cyflogwyr
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Gofynion ymgeisio
Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.
Dogfennau i'w lawrlwytho
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- Elaine Bucknor
- Teitl y swydd
- Pals Manager
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 0208 725 0076
Rhestr swyddi gyda St George's University Hospitals NHS Foundation Trust yn Gwasanaethau gweinyddol neu bob sector