Patient Experience Assistant
Job summary
This role is a six month internal secondment opportunity. Working as part of a small friendly team, the successful candidate will be a core member of the Patient Advice & Liaison Service (PALS) providing a first point of contact for patients, service users, and people seeking PALS support in relation to complaints, concerns, comments and compliments.
Main duties of the job
PALS is an advice and liaison service. First point of contact for people seeking PALS support. Providing advice, support and guidance for service users in a friendly and efficient manner. Dealing with incoming and outgoing telephone calls and mail. Administration of a computer database to record contacts and cases. Working to help find solutions to concerns.
About us
The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave; a national programme thats changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector. This means were working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives. Were a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences. Join us and help shape the future of care in West Essex.
Job description
Job responsibilities
Detailed job description and main responsibilities
This is a core role for anyone wishing to help our patients, their families and carers, whilst also supporting colleagues within the organisation.
The post holder will be a first point of contact for people seeking PALS support and advice, concerns, comments and compliments.
They will be the link between the public and our hospital services.
PALS is an accessible service that listens to patients and offers support, help and information to resolve concerns and enquiries as quickly and effectively as possible; forwarding enquiries onto the appropriate hospital team where a more involved resolution is required.
Handling incoming and outgoing calls and mail forms much of the role, as does speaking to the public and other service users.
Good communication with both the public and a wide range of colleagues is therefore very important.
Maintaining patient confidentiality and adherence to appropriate policies and procedures is essential.
Person Specification
Qualifications
- NVQ 3 in Business Administration or equivalent experience
Experience
- Experience in a customer or patient facing role
- Experience of dealing with confidential information
- Competence in use of Datix and clinical systems
- Basic knowledge of the key principles of patient experience improvement
- the complaints process and PALS
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
The Princess Alexandra Hospital NHS Trust
Address
The Princess Alexandra Hospital
Harlow
Essex
CM20 1QX
United Kingdom
Employer's website
https://www.pah.nhs.uk