PALS Officer
Job summary
Do you want to make a difference? At Maidstone and Tunbridge Wells NHS Trust, we strive to deliver the highest standards of customer service and the Patient Advice and Liaison Service (PALS) is a key part of this. Responding to thousands of enquiries per year, received via our drop-in service, email, telephone and online reviews, this small team provide a recognised invaluable service to patients, relatives and other stake-holders.
Main duties of the job
An exciting opportunity has arisen for a full time Band 4 PALS Officer. The post holder will be required to work 37.5 hours a week, Monday to Friday (excluding public holidays). The post holder will be required to work at both Maidstone Hospital and Tunbridge Wells Hospital, in line with service needs.
The ideal candidate will have a background of working in PALS, patient experience or similar customer services role. We are seeking someone with outstanding communication skills, who has the ability to prioritise, organise and respond in a timely manner to complex enquiries and a frequently changing workload. Patient focus is essential to the role, as is the ability to work under pressure, be self-motivated and demonstrate good initiative. The ideal candidate would be someone who is prepared to go the extra mile, shows a positive and proactive 'can-do' attitude and is able to work independently or as part of a team.
Previous experience of using clinical systems and Datix or Inphase would be a distinct advantage, but training will be provided to the successful candidate. If you like to help people and make a difference, are a problem solver, have good negotiation and influencing skills, empathy, resilience and have a flexible approach, we would like to hear from you.
About us
Maidstone and Tunbridge Wells NHS Trust is a large acute hospital Trust in the county of Kent.
The Trust provides a full range of general hospital services and some areas of specialist complex care to around 760,000 people living in the south part of West Kent and the north part of East Sussex.
The Trust's core catchment areas are Maidstone and Tunbridge Wells and their surrounding boroughs. We work from two main clinical sites: Maidstone Hospital and Tunbridge Wells Hospital at Pembury. Tunbridge Wells Hospital opened in 2011 and provides single rooms with en-suites for all in-patients - the first of its kind in the country.
We employ more than 7,000 full and part-time staff in a huge range of clinical and non-clinical roles across both of our hospital sites.
Would you like to work flexibly?In the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.
Job description
Job responsibilities
Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.
Please note that appointment to this post will be subject to a satisfactory Disclosure & Barring Service Check at Standard Level. (Enhanced level now includes regulated checks against vulnerable adults and children)
At MTW, we seek to develop a culture where everyone can reach their full potential with opportunities to grow and develop their career. We recognise and value the unique contributions that each of our staff bring, delivering the best quality care and service to our patients. We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.
Interview Date: 7th June 2024
Person Specification
Qualifications
- NVQ level 3 (or equivalent) or Diploma
Experience/Knowledge
- Awareness of The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
- Experience of delivering complex customer services
- Familiar with the use of databases
- Experience of working in NHS Complaints
- Previous experience of working in PALS
- Experience of working within an acute NHS Trust
- Experience of using Datix and/or Allscripts
Skills
- Outstanding communication skills
- Excellent interpersonal skills
- Keyboard skills
- Accurate note taking ability
- Ability to influence
- Good time management
- Prioritisation and organisational skills
- Completion of conflict resolution training (or similar)
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
Maidstone and Tunbridge Wells NHS Trust
Address
Maidstone Hospital and Tunbridge Wells Hospital (Cross Site)
Tonbridge Road
Tunbridge Wells
TN2 4QJ
https://www.mtw.nhs.uk/
- Company
- Maidstone and Tunbridge Wells NHS Trust
- Location
- Tunbridge Wells, United Kingdom TN2 4QJ
- Employment Type
- Permanent
- Salary
- £25147.00 - £27596.00 a year
- Posted
- Company
- Maidstone and Tunbridge Wells NHS Trust
- Location
- Tunbridge Wells, United Kingdom TN2 4QJ
- Employment Type
- Permanent
- Salary
- £25147.00 - £27596.00 a year
- Posted