Candidates should possess excellent communication and negotiation skills, with a solid understanding of diverse health and social care issues. Responsibilities include outreach work, fostering service improvements through feedback, providing referrals to advocacy and health services, and contributing to a leadership culture that encourages collaboration and empowerment. This role presents an opportunity to make a meaningful impact on the quality of NHS services and enhance patient experiences.
You will work as one of a small team of PALS officers, based in individual offices in hospitals across Cumbria, Newcastle, Northumberland, North Tyneside.
North of Tyne PALS (Patient Advice and Liaison Service) delivers the PALS service for all NHS organisations and services in Newcastle, Northumberland and North Tyneside. It is hosted by Northumbria Healthcare NHS Foundation Trust.
Please note: this vacancy may close earlier than advertised once the maximum number of applicants is met.
PALS acts on behalf of patients' their families and carers, liaising with staff, managers and, where appropriate, other relevant organisations, to negotiate speedy solutions to any problems or concerns and find answers to questions.
We are seeking to appoint a highly motivated individual to join our small team.
You should be educated to NVQ 3 or equivalent with at least 2 years' experience of working in a customer care environment or providing information and advice, including handling difficult or stressful situations. You should have an ability to liaise, with an understanding of person-centred approaches to ensure good outcomes for patients, their families and carers.
The role involves working with people to resolve problems therefore excellent communication and negotiation skills are essential, as is an understanding of the health and social care issues affecting a diverse range of communities.
No two days are the same. If you enjoy working with people and making a difference, we would like to hear from you. This is an excellent opportunity to support those who use NHS services and to help bring about changes to the way that services are delivered.
About us
One of a team delivering a high quality, accessible Patient Advice and Liaison Service across a large geographical area and within the NHS organisations North of the Tyne and NEAS. To act as a facilitator in relation to the concerns of service users, their carers and families and to negotiate immediate solutions or resolution of issues as speedily as possible. To provide accurate information on all aspects of NHS services to help make contact with the NHS as easy as possible. To refer clients to advocacy services and other health and social care services when appropriate. Provide information on how to make a complaint about the services the Trusts provide, referring to ICA as appropriate. To act as a catalyst for change by suggesting service improvements to trusts as a consequence of resolving individual concerns. To undertake out-reach work and promotional activities across the NHS organisations. To develop knowledge of health and social care, including local practice and provision and national policy. To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working and collaboration within teams / departments and across organisational boundaries.
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