PALS act on behalf of patients’ and their families and carers, liaising with staff, managers and where appropriate, other relevant organisations, to help resolve concerns and queries.

The PALS officer will need to help resolve any concerns or enquiries patients, relatives, carers and staff may have with any aspect of the Trust’s services. The post holder will:

• Deliver caring and compassionate advice and support to patients, relatives and carers, often in distressing circumstances over the telephone or face to face.
• Work as part of a team to effectively manage a complex caseload in a fast-paced environment, delivering an excellent user experience whilst achieving challenging timeliness targets.
• Maintain accurate electronic case records on the Trust’s case management system (Datix).
• Work closely with the wider services/ clinical groups, providing insight to aid service improvements.

To act as a facilitator in relation to the concerns of patients, their carers and families, negotiating immediate solutions or resolution of issues as speedily as possible. Additionally, to refer such matters to the Complaints & PALS Manager when appropriate.

To refer patients on to external agencies either where requested to do so or where PALS feels this is appropriate.

To provide non-clinical advice or information to patients/relatives/carers such as providing advise on how to access services/access healthcare advice.

To provide accurate information about the Trust, the NHS and other appropriate organisations to patients, carers and relatives including how to make a complaint about the services the Trust provides.

To identify with patients and carers areas that require change, and refer these to the appropriate professionals, in order to resolve problems and change practice where appropriate.

To support Group Associate Director of the Service in patient involvement activities, including the Trust’s Patients Panel and other project-based work.

To deliver PALS training to Trust staff as necessary.

To work with Trust volunteers in support of patient experience activities

To act as a visible contact point for patients, their carers and families.

Sandwell and West Birmingham NHS Trust (SWB) serves Birmingham and the Black Country – one of the country’s most culturally diverse areas. It’s a friendly and welcoming place – a place where you can belong, and a place where you can grow.

We care for our patients, we care about our population, and we care about our people.

Our values – Ambition, Respect and Compassion – are at the heart of who we are. They guide us every step of the way; how we work with each other, and how we look after our patients and their families; how we respect and value the rich diversity of our team and our community.

Our Trust has always aspired to be more than a hospital, more than a healthcare provider. Our purpose is to “Improve the Life Chances and Health Outcomes of our Population.” It is what inspires, drives, and unites us every day. It’s what makes us unique.

We want working at SWB to feel like more than just a job. We want our Trust to be a place where you can feel you belong. A place where you feel happy, safe, and rewarded. A place where you can develop your career in whatever way you choose. When we say we’re ‘with you all the way’ we want you to know that we mean it. Visit the SWB website to find out more about our ambitions and people plans.

Please see attached Job Description and Person Specification for details on the main duties and responsibilities.