Job summary PALS provides a rapid response service for patients, carers and families who have concerns where there is an opportunity to resolve the problem quickly. The service is provided face-to-face and by telephone and email. The purpose of this post is to support, respect and actively listen to individual patients and carers, to resolve problems and concerns, by being an accessible and visible presence within the Trust. Main duties of the job Point of contact for patients and carers To support, respect and actively listen to individual patients and carers, to resolve problems and concerns, by being an accessible and visible presence within the Trust To work with General Managers, Clinicians and Matrons and others to facilitate speedy resolutions and solutions that will improve the patient experience. To record the nature of all enquiries to PALS, the action taken and the outcomes onto the Trust Risk Management Database (DATIX). About us St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey.Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC). After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce. Date posted 24 March 2025 Pay scheme Agenda for change Band Band 4 Salary £31,081 to £33,665 a year HCAS Outer Contract Permanent Working pattern Part-time Reference number 200-NN-7022750-RB-A Job locations Epsom and St Helier NHS Trust Wrythe Lane Carshalton SM5 1AA Job description Job responsibilities PALS Case Management To support, respect and actively listen to individual patients and carers, to resolve problems and concerns, by being an accessible and visible presence within the Trust. To work with General Managers, Clinicians and Matrons and others to facilitate speedy resolutions and solutions that will improve the patient experience. To use facilitation skills to influence staff groups and support patient groups under the PALS agenda. To record the nature of all enquiries to PALS, the action taken and the outcomes onto the Trust Risk Management Database (DATIX). To monitor the data entered onto DATIX, identifying, and reporting on themes and trends to inform and influence service improvements. To assist the patients pathway through the Trust, advising them of their rights and the standards they can expect of the services available to them. To provide practical advice and support to patients, their carers and families. This could mean arranging and co-ordinating internal and external services to assist patients for example accessing interpreting services and BSL support, writing letters and/or making telephone calls on their behalf. To provide advice and information about the Trusts formal complaint procedure and provide a seamless service for the patient or carer who has concerns so they are dealt with through the most appropriate route. To access information for patients on all aspects of the Trusts services. To be aware of language, communication and/or special needs and respond appropriately to the specific requirements to access services. To be aware of and promote the use of interpreting services that can be accessed by staff members across the Trust. To identify opportunities to enhance the role of the PALS team with the Trust. To work as a member of a team and develop professional relationships with all staff and others during the course of your work. To offer emotional support as appropriate to patients and families who have concerns about the Trusts services. Provide a safe environment for patients/carers to express their concerns and to register these with the appropriate Trust staff using skills in handling of difficult situations as and when necessary. To advise, support and mentor new PALS Officers and Administrators. To use own judgment based on information available and to seek advice when necessary. To understand the issues that have an impact on the lives of people with special needs and the ability to support and empower individuals. To support the PALS Manager in any aspect of the service, deputising as required.2.0 Quality Improvement Assist in ensuring patients and the public have access to high quality information and advice from the Trust via a variety of channels Support clinical and management teams to ensure each Site is inclusive of all patients, including patients with protected characteristics and able to meet the Accessible Information Standard for key groups Collaborate with clinical and non-clinical colleagues proactively building a culture of continually improving services Support the feedback from staff on the services provided by their departments, identifying and promoting examples of good practice relating to the handling of patient and carer concerns and complaints Support the achievement of the departments annual work plan and objectives. Quality Improvement Assist in ensuring patients and the public have access to high quality information and advice from the Trust via a variety of channels Support clinical and management teams to ensure each Site is inclusive of all patients, including patients with protected characteristics and able to meet the Accessible Information Standard for key groups Collaborate with clinical and non-clinical colleagues proactively building a culture of continually improving services Support the feedback from staff on the services provided by their departments, identifying and promoting examples of good practice relating to the handling of patient and carer concerns and complaints Support the achievement of the departments annual work plan and objectives. Job description Job responsibilities PALS Case Management To support, respect and actively listen to individual patients and carers, to resolve problems and concerns, by being an accessible and visible presence within the Trust. To work with General Managers, Clinicians and Matrons and others to facilitate speedy resolutions and solutions that will improve the patient experience. To use facilitation skills to influence staff groups and support patient groups under the PALS agenda. To record the nature of all enquiries to PALS, the action taken and the outcomes onto the Trust Risk Management Database (DATIX). To monitor the data entered onto DATIX, identifying, and reporting on themes and trends to inform and influence service improvements. To assist the patients pathway through the Trust, advising them of their rights and the standards they can expect of the services available to them. To provide practical advice and support to patients, their carers and families. This could mean arranging and co-ordinating internal and external services to assist patients for example accessing interpreting services and BSL support, writing letters and/or making telephone calls on their behalf. To provide advice and information about the Trusts formal complaint procedure and provide a seamless service for the patient or carer who has concerns so they are dealt with through the most appropriate route. To access information for patients on all aspects of the Trusts services. To be aware of language, communication and/or special needs and respond appropriately to the specific requirements to access services. To be aware of and promote the use of interpreting services that can be accessed by staff members across the Trust. To identify opportunities to enhance the role of the PALS team with the Trust. To work as a member of a team and develop professional relationships with all staff and others during the course of your work. To offer emotional support as appropriate to patients and families who have concerns about the Trusts services. Provide a safe environment for patients/carers to express their concerns and to register these with the appropriate Trust staff using skills in handling of difficult situations as and when necessary. To advise, support and mentor new PALS Officers and Administrators. To use own judgment based on information available and to seek advice when necessary. To understand the issues that have an impact on the lives of people with special needs and the ability to support and empower individuals. To support the PALS Manager in any aspect of the service, deputising as required.2.0 Quality Improvement Assist in ensuring patients and the public have access to high quality information and advice from the Trust via a variety of channels Support clinical and management teams to ensure each Site is inclusive of all patients, including patients with protected characteristics and able to meet the Accessible Information Standard for key groups Collaborate with clinical and non-clinical colleagues proactively building a culture of continually improving services Support the feedback from staff on the services provided by their departments, identifying and promoting examples of good practice relating to the handling of patient and carer concerns and complaints Support the achievement of the departments annual work plan and objectives. Quality Improvement Assist in ensuring patients and the public have access to high quality information and advice from the Trust via a variety of channels Support clinical and management teams to ensure each Site is inclusive of all patients, including patients with protected characteristics and able to meet the Accessible Information Standard for key groups Collaborate with clinical and non-clinical colleagues proactively building a culture of continually improving services Support the feedback from staff on the services provided by their departments, identifying and promoting examples of good practice relating to the handling of patient and carer concerns and complaints Support the achievement of the departments annual work plan and objectives. Person Specification Experience Essential Previous PALS experience or equivalent customer services experience Desirable Experience of advocacy, conciliation or mediation Communication Skills Essential Excellent communication, negotiation and influencing skills Ability to liaise effectively with staff and the public at all levels and to deal with difficult situations calmly and confidently Computer Skills Essential Good working knowledge and experience of database, spreadsheet and word processing computer applications Working under pressure Essential Good stress management skills and able to work in a highly pressurised environment. Person Specification Experience Essential Previous PALS experience or equivalent customer services experience Desirable Experience of advocacy, conciliation or mediation Communication Skills Essential Excellent communication, negotiation and influencing skills Ability to liaise effectively with staff and the public at all levels and to deal with difficult situations calmly and confidently Computer Skills Essential Good working knowledge and experience of database, spreadsheet and word processing computer applications Working under pressure Essential Good stress management skills and able to work in a highly pressurised environment. Disclosure and Barring Service Check 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 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check 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 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name St George's University Hospitals NHS Foundation Trust Address Epsom and St Helier NHS Trust Wrythe Lane Carshalton SM5 1AA Employer's website https://www.stgeorges.nhs.uk/ (Opens in a new tab)