PALS Officer

Here at Sandwell and West Birmingham NHS Trust we’re committed to recruiting and supporting a diverse workforce and we welcome applications from all parts of the community. We are committed to having a team that is made up of diverse skills, experiences and abilities whilst employing people to our organisation who meet our Trust values of ambition, respect and compassion. With the opening of our new hospital, Midland Metropolitan University Hospital, it’s the coming together of expertise from every corner of our organisation and a show of our commitment to provide better healthcare and create more jobs and so much more. We at the Trust actively encourage Black and Minority Ethnic (BME) and disabled applicants, as well as members of the armed forces community and value the positive impact that difference has on our teams. We are committed to equality and diversity within our workforce. Job overview PALS act on behalf of patients’ and their families and carers, liaising with staff, managers and where appropriate, other relevant organisations, to help resolve concerns and queries. The PALS officer will need to help resolve any concerns or enquiries patients, relatives, carers and staff may have with any aspect of the Trust’s services. The post holder will: Deliver caring and compassionate advice and support to patients, relatives and carers, often in distressing circumstances over the telephone or face to face. Work as part of a team to effectively manage a complex caseload in a fast‑paced environment, delivering an excellent user experience whilst achieving challenging timeliness targets. Maintain accurate electronic case records on the Trust’s case management system (Datix). Work closely with the wider services and clinical groups, providing insight to aid service improvements. Main duties of the job To act as a facilitator in relation to the concerns of patients, their carers and families, negotiating immediate solutions or resolution of issues as speedily as possible. Additionally, to refer such matters to the Complaints how we work with each other, and how we look after our patients and their families; how we respect and value the rich diversity of our team and our community. Our Trust has always aspired to be more than a hospital, more than a healthcare provider. Our purpose is to Improve the Life Chances and Health Outcomes of our Population. It is what inspires, drives, and unites us every day. It’s what makes us unique. We want working at SWB to feel like more than just a job. We want our Trust to be a place where you can feel you belong. A place where you feel happy, safe, and rewarded. A place where you can develop your career in whatever way you choose. When we say we’re with you all the way we want you to know that we mean it. Visit the SWB website to find out more about our ambitions and people plans. Detailed job description and main responsibilities Please see attached Job Description and Person Specification for details on the main duties and responsibilities. Person specification Experience Experience in a customer-facing role Experience handling sensitive information Experience in NHS or healthcare setting Experience using Datix or similar systems Qualifications GCSEs (or equivalent) including English and Maths Evidence of continuous professional development NVQ Level 3 in Customer Service or equivalent Training in complaints handling The four partner Trusts of the Black Country Provider Collaborative (Dudley Group NHS FT, Royal Wolverhampton NHS Trust, Sandwell