Patient Advice & Liaison Officer, WRH

Job overview

Under the guidance of PALS Manager, liaise with front-line staff, ward managers, matrons and departmental managers to facilitate a real-time response to concerns and issues raised by patients, carers, relatives; supporting open communication and reducing the need for a referral through the formal complaints procedure.

Through the use of the Generic Patient Services email account, provide written advice and support to patients and relatives, action specific questions raised by relatives which may include dealing with complex, sensitive and sometimes conflicting information whilst dealing with distressed service users and their families in potentially distressing situations.

To ensure that the Trust complies with its strategy of Putting Patients First helping to develop, share and promote best practice to resolve problems and improve service delivery.

Main duties of the job

Under the guidance of the PALS Manager, provide information and support to patients, relatives and staff including signposting to patients and or relatives where there may be communication difficulties or may be distressed.

Using the Generic Patient Services email account, support processes to facilitate an on the spot response to concerns and problems raised by patients, relatives, alleviating the need for transfer to the formal complaints procedure.

Provide a first line of response to enquiries received by telephone, email or in person ensuring that these are handled confidentially and confidently in a professional manner.

Maintain PALS database and ensure accurate inputting on the DATIX Incident reporting system.

Under the guidance of the PALS Manager, provide advice and guidance to patients/relatives with immediate concerns or problems. Provide solutions for routine queries/concerns e.g. accessing a service and deciding what to refer to others. Highlight the range of options available to promote a resolution, liaising with other agencies as appropriate.

Job responsibilities

Sensitively manage the receipt of information pertaining to clinical incidents and complaints. Ensure that department and trust policies are followed and that confidentiality is maintained at all times.

Ensure and maintain accurate and concise record keeping regarding all contacts at all times.

To work with the PALS Manager and Complaints Manager to ensure databases are accurate and that data pulled from them is credible.

Inform the PALS Manager of any problems, risks or concerns, enabling assurance that these are fed back through the Trusts reporting mechanisms to improve the quality of services.

Assist in the development of all formats of patient information, including written and electronic, and contribute to development of policies and procedures.

Assist in the process of obtaining patient views of services provided and collate data on trust systems, including Datix, producing reports and supporting internal training as required.

The service may work with volunteers to support development of the service and work together on bespoke projects which will be both one off and ongoing.

Support conversations between medical staff and patients/relatives who may have problems or questions relating to treatment and care.

Using the Generic in-box arrange appointments where necessary for patients to meet with senior staff to discuss any concerns relating to treatment or the trust.

Exchanging confidential, sensitive or contentious information with senior managers/matrons/patients/carers which requires assertive and persuasive communication skills.

Alert the Communications team, the Head of Patient, Carer and Public Engagement and the PALS Manager of any matters raised through PALS, that might attract adverse media coverage.

Be aware of the implications of the Freedom of Information Act 2000, Data Protection Act 1998, GDPR 2018, Access to Health Records Act 1990, The Human Rights Act 1998 and the Trusts Confidentiality Policy whilst undertaking this role.

Work with colleagues within the Patient Services Team and other teams across the trust to promote good working relationships and to respond to the trusts core values in delivering the organisations business plan and strategy.

Sensitively manage the receipt of information pertaining to clinical incidents and complaints. Ensure that department and trust policies are followed and that confidentiality is maintained at all times.

Ensure and maintain accurate and concise record keeping regarding all contacts at all times.

To work with the PALS Manager and Complaints Manager to ensure databases are accurate and that data pulled from them is credible.

Inform the PALS Manager of any problems, risks or concerns, enabling assurance that these are fed back through the Trusts reporting mechanisms to improve the quality of services.

Assist in the development of all formats of patient information, including written and electronic, and contribute to development of policies and procedures.

Assist in the process of obtaining patient views of services provided and collate data on trust systems, including Datix, producing reports and supporting internal training as required.

The service may work with volunteers to support development of the service and work together on bespoke projects which will be both one off and ongoing.

Support conversations between medical staff and patients/relatives who may have problems or questions relating to treatment and care.

Using the Generic in-box arrange appointments where necessary for patients to meet with senior staff to discuss any concerns relating to treatment or the trust.

Exchanging confidential, sensitive or contentious information with senior managers/matrons/patients/carers which requires assertive and persuasive communication skills.

Alert the Communications team, the Head of Patient, Carer and Public Engagement and the PALS Manager of any matters raised through PALS, that might attract adverse media coverage.

Be aware of the implications of the Freedom of Information Act 2000, Data Protection Act 1998, GDPR 2018, Access to Health Records Act 1990, The Human Rights Act 1998 and the Trusts Confidentiality Policy whilst undertaking this role.

Work with colleagues within the Patient Services Team and other teams across the trust to promote good working relationships and to respond to the trusts core values in delivering the organisations business plan and strategy.