Job summary This role is part time. The successful candidate will be a member of the Patient Advice & Liaison Service (PALS) providing a first point of contact for patients, service users and staff seeking PALS support in relation to complaints, concerns, comments and compliments. Main duties of the job To provide a first point of contact for people seeking PALS support. To provide full and confidential support to the wider patient experience team. To provide an easily accessible service that listens to patients, their carers and families, and offers advice, help and information to resolve their concerns as quickly and effectively as possible. To be able to record, chase and place information onto designated IT systems. To handle incoming and outgoing telephone calls and e-mail. To undertake any other duties compatible with the grade in discussion with line manager, to ensure a consistent and effective level of administrative support to the service. About us Our Organisation The Princess Alexandra Hospital NHS Trust (PAHT) provides a full range of general acute, outpatient and diagnostic services at The Princess Alexandra Hospital in Harlow, the Herts and Essex Hospital in Bishop's Stortford, and St Margaret's Hospital in Epping. We employ 3,500 staff and serve a local population of around 350,000 people living in west Essex and east Hertfordshire, centred on the M11 corridor and the towns of Harlow, Bishop's Stortford and Epping. Our extended catchment area incorporates a population of up to 500,000 and includes the areas of Hoddesdon, Cheshunt and Broxbourne in Hertfordshire. Our Values The Princess Alexandra Promise to our patients as identified by our 3 values which will contribute to improving our patient experiences: Patient at heart - Always holding the patient and their wellbeing at the centre of our thoughts and efforts Everyday excellence - Sharing and celebrating our successes, being honest when we get it wrong, giving us the ability to learn from both Creative collaboration - Knowing strength comes from diversity, we combine our experiences, skills and talents, working together to find new and better ways to care The Trust believes in investing in all our staff and rewarding high standards of care whilst building for excellence and in return we expect our staff to uphold the Trust values to the highest level. Date posted 05 November 2024 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year pro rata, per annum plus 5% high cost area supplement Contract Permanent Working pattern Part-time, Flexible working Reference number 292-6712473-CORP Job locations Princess Alexandra Hospital Harlow CM20 1DR Job description Job responsibilities Please see the attached Job description and person specification for the full job details. This is available to download at any time. Job description Job responsibilities Please see the attached Job description and person specification for the full job details. This is available to download at any time. Person Specification Education and qualifications Essential NVQ 3 in Business Administration or equivalent experience Experience Essential Experience in a customer or patient facing role Experience of dealing with confidential information Desirable Competence in use of Datix and clinical systems Basic knowledge of the key principles of patient experience improvement the complaints process and PALS Person Specification Education and qualifications Essential NVQ 3 in Business Administration or equivalent experience Experience Essential Experience in a customer or patient facing role Experience of dealing with confidential information Desirable Competence in use of Datix and clinical systems Basic knowledge of the key principles of patient experience improvement the complaints process and PALS 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. Employer details Employer name The Princess Alexandra Hospital NHS Trust Address Princess Alexandra Hospital Harlow CM20 1DR Employer's website https://www.pah.nhs.uk (Opens in a new tab)