Patient Advice and Liaison (PALS) Support Officer

at  Mersey and West Lancashire Teaching Hospitals NHS Trust

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 concerns that are raised via the PALS Office in a variety of means, including telephone, face-to-face, webform and email.
The post holder will provide an efficient and effective service supporting the PALS Officers and 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 PALS Department.
Provide the first point of contact for face to face, written, email and telephone enquiries; uses judgement and experience to establish the validity and priority of the contact. Assist in the day-to-day running of the PALS service and provide adequate cover when necessary.
Triage cases to determine which ones are more complex and are to be dealt with by the PALS Officers or passed to the Complaints Manager/team or direct to other managers/teams for action and information.
Address quick resolution concerns that require a simple straight forward answer with no need for investigation, appropriate to their banding. Agreeing the best method of resolution with the enquirer and aim to resolve any enquiries or concerns as quickly as possible. Be responsible for the management of their own case load
Work collaboratively with staff and service managers to ensure that any concerns or problems raised by service users, carers and their families can be resolved as quickly as possible.
Manage incoming correspondence regarding patient feedback, concerns, and compliments; including monitoring mailboxes, paper correspondence, face to face contacts and telephone calls.
Access IT systems e.g., Careflow, EDMS, ICE, CRIS and source relevant information from the system.
The Secretary of State has approved the partnership between St Helens & Knowsley and Southport & Ormskirk Hospitals.
From 1 st July we have come together as a single organisation under the name Mersey & West Lancashire Teaching Hospitals NHS Trust.
The Trust delivers acute hospital care, intermediate care, community, and primary care services to a population of over 600,000 people with a combined workforce of around 9000 dedicated and skilled staff from 17 locations including Whiston, Southport & Formby, St Helens, Ormskirk and Newton hospitals.
The Trust provides regional services for burns, plastic surgery and spinal injuries to more than 4 million people across Mersey and West Lancashire, Cheshire, the Isle of Man and North Wales.

EDUCATION AND DEVELOPMENT

Assist with raising awareness of the PALS service; including ward/department visits with literature e.g. signage and leaflets and assist with PALS events.
Keep up to date with any service or policy changes in order to provide the correct information or signposting to people accessing the services or contacting PALS for advice.

KEY DUTIES

Provide the first point of contact for face to face, written, email and telephone enquiries; uses judgement and experience to establish the validity and priority of the contact. Assist in the day-to-day running of the PALS service and provide adequate cover when necessary.
Triage cases to determine which ones are more complex and are to be dealt with by the PALS Officers or passed to the Complaints Manager/team or direct to other managers/teams for action and information.
Address quick resolution concerns that require a simple straight forward answer with no need for investigation, appropriate to their banding. Agreeing the best method of resolution with the enquirer and aim to resolve any enquiries or concerns as quickly as possible.
Be responsible for the management of their own case load
Work collaboratively with staff and service managers to ensure that any concerns or problems raised by service users, carers and their families can be resolved as quickly as possible.
Manage incoming correspondence regarding patient feedback, concerns, and compliments; including monitoring mailboxes, paper correspondence, face to face contacts and telephone calls.
Access IT systems e.g., Careflow, EDMS, ICE, CRIS and source relevant information from the system.
Record all concerns, signposting and compliments on DATIX system and use the internal facilities within DATIX to redirect as appropriate.
Receive incoming telephone calls, taking accurate messages and referring on as appropriate, in a timely manner.
Provide a secretarial service including typing/composition of letters, photocopying, scanning, downloading meeting recordings, filing and general office support.
Manage meetings in PALS office area using electronic diary management system.
Maintain a visible presence within the PALS office.
Deal with all enquiries in a polite and courteous manner at all times and utilise empathetic and effective communication skills to interpret information from service users to understand and resolve concerns.
Respond to diverse and sensitive enquiries and concerns raised by the public, services users and care about St Helens and Knowsley Teaching Hospitals NHS Trust services referring to any applicable Trust policies, procedures, and guidelines.
Maintain close working relationships with the Complaints Department. Understand the Trust’s Managing Complaints and Concerns Policy and refer to the Complaints Team/Independent Advocacy if appropriate.
Provide advice and guidance to those who wish to make a formal complaint when issues cannot be resolved within PALS.
Support the PALS service by sending PALS satisfaction surveys to enquirers where concerns have been resolved.
To build and maintain good relationships with key stakeholders and the local community. To provide support to patients, carers and families when accessing specialist advocacy or other voluntary and
statutory services.

PERSONAL RESPONSIBILITIES

To maintain own professional development following participation in annual appraisal.
Maintain and extend personal knowledge with regard to current and changing issues within the Trust, wider NHS and external stakeholders, for example, Health watch on an on-going basis.
To maintain health and safety standards which ensure the wellbeing of patients, public and work colleagues.
To undertake required mandatory training required for the post.
To manage own workload, as appropriate, escalating any concerns to the line manager as appropriate.
To observe and maintain the highest standards of data protection & confidentiality at all times.
To maintain a personal professional appearance.
The above responsibilities are not an exhaustive list and are subject to change as the post develops