Job summary
- Main area
- Patient Experience
- Grade
- NHS AfC: Band 3
- Contract
- Fixed term: 9 months
- Hours
- Part time
- Flexible working
- Job ref
- 234-24-C0033-A
- Employer
- Norfolk and Norwich University Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Norfolk & Norwich University Hospital
- Town
- Norwich
- Salary
- £22,816 - £24,336 Per annum, pro rata
- Salary period
- Yearly
- Closing
- 12/07/2024 23:59
- Interview date
- 22/07/2024
Employer heading
![Norfolk and Norwich University Hospitals NHS Foundation Trust logo](https://static.trac.jobs/employer-logos/23.png)
PALS and Complaints Admin assistant
NHS AfC: Band 3
At NNUH it is our privilege to provide healthcare to over one million people across Norfolk and surrounding areas. Our vision is to ‘provide the best care for every patient’, and if this inspires you and you share our values, we really want you to join our team.
NNUH is currently the busiest Trauma Unit in the East of England caring for almost 850 trauma patients annually many with complex care needs. We are enhancing our urgent and emergency care specialist services for patients with significant injuries as a result of trauma and have an ambition to become a Major Trauma Centre.
Our values support our vision and guide the behaviour of everything we do, these are:
People-focused
We look after the needs of our patients, carers and colleagues, to provide a safe and caring experience for all.
Respect
We act with care, compassion and kindness and value others’ diverse needs.
Integrity
We take an honest, open and ethical approach to everything we do.
Dedication
We work as one team and support each other to maintain the highest professional standards.
Excellence
We continuously learn and improve to achieve the best outcomes for our patients and our hospital.
Wish you were here? So do we.
We want all our staff to achieve a balance between work and personal life and understand how important flexible working can be. We welcome applications on a full or part time basis, various shift patterns and hybrid working, where roles allow.
At the Norfolk and Norwich University Hospitals NHS Foundation Trust (NNUH), we know the benefits diversity can bring to our organisation such as creativity, innovation and compassion. All of which have a direct impact towards our staff and patient experience. We are committed to being a Hospital for All – being equitable and inclusive, and a place where all feel a sense of belonging. We therefore particularly encourage and welcome applications from candidates who are underrepresented in NNUH’s workforce. These include people from Black, Asian, and Minority Ethnic backgrounds, people with diverse abilities and people within the LGBT+ community.
Job overview
9 Month fixed term contract/secondment opportunity.
The PALs Team work to resolution Patient and family queries supporting the trust to use feedback to drive trust wide improvement. To ensure the efficient day to day running of the Patient Advice & Liaison Service (PALS) and Complaints Service. To provide effective and efficient clerical support to the PALS and Complaints Manager and Patient Experience Team
This role is key to support the accurate processing, acknowledging of complaints supporting the wider team to deliver the best service possible to the families and patients supported.
Part time: 21.5 hour per week
Interview date: 22nd July 2024
If you are considering applying for this post on a secondment basis, please discuss with your Line Manager prior to applying to ascertain whether this could be supported.
Main duties of the job
To support the delivery of a high quality, safe and compassionate healthcare service, all staff are expected to act as a role model to others in all aspects of their work and consistently demonstrate NNUH’s ‘PRIDE’ values of People focused, Respect, Integrity, Dedication and Excellence.
Communicate with people at all levels, using good overall communication skills, particularly in dealing with difficult/enquiries/concerns.
To communicate personal and contentious information using tact, persuasion and empathetic skills, and maintain a diplomatic approach.
To act as an efficient and approachable support service to enquirers contacting the PALS and complaints service or the Patient Experience Team, including user groups.
Working for our organisation
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Detailed job description and main responsibilities
The following skills and experience will be required and are essential for the successful candidates:
- Support the PALS and Complaints team to deal efficiently and effectively with direct and indirect (i.e. telephone, face to face) enquiries from patients, all levels of medical and nursing staff, GPs, Social Services and other health professionals and staff. Record all enquiries, provided including routine and non-routine information and non-clinical advice. Support resolving problems where possible. Communicate appropriately with patients who may be fearful, aggressive or have sensitive concerns needing reassurance and who may present difficulties in communication e.g. terminally ill patients, deaf patients, mentally ill patients and elderly confused patients.
- Attend to all communications, for example, emails, and letters, phone calls, on a daily basis and prioritising and actioning as required.
- Accurately record all correspondence. Generate routine and non-routine correspondence independently.
- Assist patients and their Carers by arranging translation/interpretation facilities.
- Update DATIX and other internal systems. Assist the PALS and Complaints Team with data management utilising PAS and other departmental patient databases.
- Assist PALS and Complaints cases and investigations, recording results and outcomes, escalating to senior staff as required.
Please refer to the Job Description for the full specification of responsibilities and requirements for this post.
Person specification
Qualifications
Essential criteria
- RSA III or equivalent experience
- Good general standard of literacy and numeracy
Experience
Essential criteria
- Working knowledge and experience of using Microsoft Office packages, including Word, Excel, Outlook
Skills
Essential criteria
- Excellent verbal and written communication skills
- Customer care skills, diplomacy, sensitivity and ability to analyse situations
Attitude & aptitude
Essential criteria
- Understanding of the need for confidentiality
- Maintain calm approach under pressure during stressful, aggressive situations
- Effective role model, demonstrating NNUH’s PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Documents to download
Further details / informal visits contact
- Name
- Sarah Jane Lynam
- Job title
- PALS & Complaints Manager
- Email address
- [email protected]
- Telephone number
- 01603 289045
List jobs with Norfolk and Norwich University Hospitals NHS Foundation Trust in Administrative Services or all sectors