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Crynodeb o'r swydd

Prif leoliad
Patient Experience
Gradd
NHS AfC: Band 3
Contract
Cyfnod Penodol: 9 mis
Oriau
  • Rhan-amser
  • Gweithio hyblyg
21.5 awr yr wythnos (Hybrid working (mix of site/home working))
Cyfeirnod y swydd
234-24-C0033-A
Cyflogwr
Norfolk and Norwich University Hospitals NHS Foundation Trust
Math o gyflogwr
NHS
Gwefan
Norfolk & Norwich University Hospital
Tref
Norwich
Cyflog
£22,816 - £24,336 Per annum, pro rata
Cyfnod cyflog
Yn flynyddol
Yn cau
12/07/2024 23:59
Dyddiad y cyfweliad
22/07/2024

Teitl cyflogwr

Norfolk and Norwich University Hospitals NHS Foundation Trust logo

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.

Trosolwg o'r swydd

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.

 

Prif ddyletswyddau'r swydd

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.

Gweithio i'n sefydliad

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

Swydd ddisgrifiad a phrif gyfrifoldebau manwl

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.

Manyleb y person

Qualifications

Meini prawf hanfodol
  • RSA III or equivalent experience
  • Good general standard of literacy and numeracy

Experience

Meini prawf hanfodol
  • Working knowledge and experience of using Microsoft Office packages, including Word, Excel, Outlook

Skills

Meini prawf hanfodol
  • Excellent verbal and written communication skills
  • Customer care skills, diplomacy, sensitivity and ability to analyse situations

Attitude & aptitude

Meini prawf hanfodol
  • 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

Bathodynnau ardystio / achredu cyflogwyr

Apprenticeships logoNo smoking policyAge positiveInvestors in People: GoldImproving working livesStonewall Health ChampionsMindful employer.  Being positive about mental health.We offer Wagestream - A financial wellbeing benefit which lets you access your pay as you earn it.Disability confident employerNHS Pastoral CareStep into healthArmed Forces Covenant

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Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol

Enw
Sarah Jane Lynam
Teitl y swydd
PALS & Complaints Manager
Cyfeiriad ebost
[email protected]
Rhif ffôn
01603 289045
Gwneud cais ar-lein nawrAnfonwch hysbysiadau ataf am swyddi gwag tebyg