PALS Officer inLiverpool inLiverpool PUBLISHED
SAT 23 NOV 2024
London Ambulance Service rf4OhBoo
The role of PALS Officer at the London Ambulance Service in Liverpool involves joining the newly established Patient Advice and Liaison Service (PALS) to manage patient concerns and enquiries. The successful candidate will work closely with the Resolution Team to promote improvement and implement positive changes based on feedback from service users. Essential skills include strong verbal and written communication, excellent customer service, and the ability to handle complaints sensitively. Applicants should have experience in healthcare complaint handling and a good understanding of ambulance service operations.
Candidates are expected to maintain confidentiality, manage their workload effectively, and possess strong telephone skills, especially in situations involving distressed individuals. Relevant educational qualifications such as five GCSEs (including English) or equivalent, along with a background in customer service or complaint handling, are necessary. The position is full-time and requires flexibility and motivation, aimed at enhancing communication between patients and various service lines within the North West Ambulance Service NHS Trust.
Candidates are expected to maintain confidentiality, manage their workload effectively, and possess strong telephone skills, especially in situations involving distressed individuals. Relevant educational qualifications such as five GCSEs (including English) or equivalent, along with a background in customer service or complaint handling, are necessary. The position is full-time and requires flexibility and motivation, aimed at enhancing communication between patients and various service lines within the North West Ambulance Service NHS Trust.
Job Summary
An exciting opportunity has arisen to become an integral member of the recently established Patient Advice and Liaison Service (PALs), working closely with the Resolution Team, managing a case load of concerns and enquiries from our patients and service users.
We are committed to providing the required knowledge and skills to either start or continue your development in this field of enquiries and assessment of concerns raised with our service.
Main duties of the job
The successful candidate should have a keen interest in improvement, and enabling positive change and feedback throughout all areas of the service that NWAS provides. We work closely with service lines throughout NWAS, inclusive of Paramedic Emergency service, Patient Transport Service and Integrated Contact Centres. We would therefore welcome candidates with experience or knowledge of the services that NWAS provides, and those who can build on these already strong relationships needed to enhance feedback and learning from concerns raised.
Communication, both verbal and written is a key element of the role, as is excellent customer service skills. The successful candidate should be confident in speaking on the telephone, and is a core function of this role.
About Us
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Date posted
30 October 2024
Pay scheme
Agenda for change
Band
Band 4
Salary
£26,530 to £29,114 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
242-4473
Job locations
Estuary Point
Liverpool
L24 8RL
Job Description
Job responsibilities
Please ensure that you have read and understood the job description and person specification before applying.
Responsibilities
Job description Job responsibilities
Please ensure that you have read and understood the job description and person specification before applying.
Person Specification
Qualifications
Qualifications and Education Essential
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2, skilled worker ap
An exciting opportunity has arisen to become an integral member of the recently established Patient Advice and Liaison Service (PALs), working closely with the Resolution Team, managing a case load of concerns and enquiries from our patients and service users.
We are committed to providing the required knowledge and skills to either start or continue your development in this field of enquiries and assessment of concerns raised with our service.
Main duties of the job
The successful candidate should have a keen interest in improvement, and enabling positive change and feedback throughout all areas of the service that NWAS provides. We work closely with service lines throughout NWAS, inclusive of Paramedic Emergency service, Patient Transport Service and Integrated Contact Centres. We would therefore welcome candidates with experience or knowledge of the services that NWAS provides, and those who can build on these already strong relationships needed to enhance feedback and learning from concerns raised.
Communication, both verbal and written is a key element of the role, as is excellent customer service skills. The successful candidate should be confident in speaking on the telephone, and is a core function of this role.
About Us
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Date posted
30 October 2024
Pay scheme
Agenda for change
Band
Band 4
Salary
£26,530 to £29,114 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
242-4473
Job locations
Estuary Point
Liverpool
L24 8RL
Job Description
Job responsibilities
Please ensure that you have read and understood the job description and person specification before applying.
Responsibilities
Job description Job responsibilities
Please ensure that you have read and understood the job description and person specification before applying.
Person Specification
Qualifications
Qualifications and Education Essential
- 5 GCSE (Inc English) or equivalent
- NVQ Level 3 or equivalent (customer service / complaint handling)
- Ability to maintain confidentiality and deal with situations in a sensitive manner
- Able to communicate across wide demographic boundaries in an appropriate manner
- Respects and applies patient confidentiality at all times
- Able to manage own workload, working to tight an changing timescales
- Extensive experience of handling complaints / concerns within a healthcare organisation
- Excellent knowledge of ambulance service systems and processes particularly service delivery
- Excellent telephony skills, particularly dealing with distressed people or challenging behaviour
- Excellent written and verbal communication skills
- Good working knowledge if consent needs and application
- Excellent working knowledge of Microsoft Office products (esp excel)
- Good working knowledge if C3, Cleric, Reporting services, Datix or equivalent
- Must be able to work as part of a team and independently
- Flexible and highly motivated
- Project a professional image
- 5 GCSE (Inc English) or equivalent
- NVQ Level 3 or equivalent (customer service / complaint handling)
- Ability to maintain confidentiality and deal with situations in a sensitive manner
- Able to communicate across wide demographic boundaries in an appropriate manner
- Respects and applies patient confidentiality at all times
- Able to manage own workload, working to tight an changing timescales
- Extensive experience of handling complaints / concerns within a healthcare organisation
- Excellent knowledge of ambulance service systems and processes particularly service delivery
- Excellent telephony skills, particularly dealing with distressed people or challenging behaviour
- Excellent written and verbal communication skills
- Good working knowledge if consent needs and application
- Excellent working knowledge of Microsoft Office products (esp excel)
- Good working knowledge if C3, Cleric, Reporting services, Datix or equivalent
- Must be able to work as part of a team and independently
- Flexible and highly motivated
- Project a professional image
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2, skilled worker ap
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