Role Summary
As a key member of the Patient Experience Team, PALS support patients, carers and service users with any issues or concerns they may have which are related to the services provided by the Royal Devon. The post holder will be the first point of contact, offering advice, information, sign posting and resolution within 24-48 hours of receiving contact and will be responsible for ensuring that all enquiries are recorded on the DATIX system and dealt with or escalated appropriately. The PALS Officer will provide support to the Deputy Complaints and Patient Support Manager and will work closely with colleagues in the PALS and wider Patient Experience Team, ensuring a joined-up approach in improving the experience of patients and their loved ones at the Trust.
About the Role
For more information on the Job Description and Responsibilities please click the link below.
More detail about the role
The PALS Officer is a main point of contact for service users who wish to raise concerns, enquires or seek advice or information about Trust.
The post holder is required to adopt a flexible and supportive approach to resolving requests for information regarding Trust services via PALS.
The post holder provides a visible and effective service by ensuring patients, their families, carers and representatives, advocates, and the public have access to and receive high quality and timely information and signposting about the Trust, related health and social care services, and their own personal information.
The post holder is an essential point of contact in working closely with front line staff to receive, manage and respond to formal and informal enquiries and complaints in line with Trust policies and procedures and NHS Complaints Regulations.
This role provides the main interface with service users and complainants, some of whom may be challenging. It is therefore vital that the post holder has exceptional communication skills and is an effective team player.
A professional, caring and respectful manner must be demonstrated at all times.
Working Pattern: 30 hours per week, Monday to Friday
Interview Date: To Be Confirmed
For further information please contact: Kayleigh Connett, Deputy Complaints and Patient Support Manager kayleigh.connett@nhs.net or Emma Slade, Complaints Manager e.slade@nhs.net
As an inclusive employer, the Royal Devon values diversity and is committed to creating a culture of inclusivity where everyone can be themselves and reach their full potential. We believe in fostering a sense of belonging and actively encourage applications from individuals of all backgrounds, cultures, and abilities. We recognise the advantages of having a diverse workforce that reflects the communities we serve.
Preference will be given to staff with ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon.
The Royal Devon University Healthcare NHS Foundation Trust reserves the right to close vacancy when sufficient applications have been received.
The Royal Devon University Healthcare NHS Foundation Trust was established in April 2022, bringing together the expertise of both the Royal Devon and Exeter NHS Foundation Trust and Northern Devon Healthcare NHS Trust.
About Us
Stretching across Northern, Eastern and Mid Devon, we have a workforce of over 15,000 staff, making us the largest employer in Devon. Our core services, which we provide to more than 615,000 people, cover more than 2,000 square miles across Devon, while some of our specialist services cover the whole of the peninsula, extending our reach as far as Cornwall and the Isles of Scilly.
We deliver a wide range of emergency, specialist and general medical services through North Devon District Hospital and the Royal Devon and Exeter Hospital (Wonford). Alongside our two acute hospitals, we provide integrated health and social care services across a variety of settings, including community inpatient hospitals, outpatient clinics, and within people’s own homes. We also offer primary care services, a range of specialist community services, and Sexual Assault Referral Centres (SARC).
Our state-of-the-art equipment, leading technologies and strong links to local universities put us at the forefront of research and innovations, enabling us to provide world-class care to our local communities.
Our values are at the heart of everything we do, click here to find out more
It has never been a more exciting time to join the Royal Devon, as you will help to shape our services as we continue along our integration journey.
Benefits
Looking after you is important to us.
We strive to help our staff create a healthy work-life balance through flexible working schemes and our family friendly policies.
If you are starting out in the NHS, you’ll start with 27 days paid annual leave (plus bank holidays), rising to 33 days plus bank holidays.
You will benefit from access to our own comprehensive occupational health services, including counselling, onsite wellbeing activities and groups.
We will work together to maintain a culture that develops and supports you and your team.
This might include funding for a care certificate, a degree or leadership qualifications. Or it might include days off to study, engage in CPD or rotational placements to help you hone your skills. Wherever you are heading in the NHS, we will help you get there.
Salary is not the only financial benefit
You will have access to an extensive range of staff discounts on shopping, fitness and leisure options and you can spread the cost of technology and home appliance purchases from major retailers. You will also have access to other benefits including:
- National discount services such as the Blue Light Card and Health Service Discounts.
- Salary sacrifice options including our OFSTED rated outstanding nursery onsite at Exeter
- Car lease schemes.
- The NHS Pension scheme (one of the most generous and comprehensive in the UK).
- Cycle to work scheme
These are just a few of the benefits available – if the role is something you are interested in, we would love to hear from you.
