We have an exciting opportunity to come and join our Patient Advice and Liaison Service (PALS) team The PALS team is the Trust’s patient facing point of contact for taking and resolving complaints. concerns, requests for information and compliments. Empathy, compassion and excellent communication skills, along with the ability to actively listen are essential attributes for this public facing role. The ideal candidate will be able to manage and co-ordinate several activities simultaneously and demonstrate a high degree of attention to detail and autonomy. You will be able to plan and organise a range of complex activities, and have the ability to work unsupervised on some project areas. You will be skilled in conflict resolution. This job opportunity will provide the successful candidate with additional skills and experience relating to customer service and complaints handling in line with NHS regulations. Act as an initial contact for complaints, concerns, queries raised by patients, relatives and carers. Communicate with patients either face to face, by phone or e-mail when they raise a complaint or concern or request information. Visit Wards and departments within the trust to facilitate resolution of concerns. Liaise directly with patients. relatives, carers and clinical teams. Discuss the management of the complaint or concern and offer advice on the options for timely resolution and the processes that would be followed. To input detail on to the Datix system, maintaining accurate data including all patient/complainant demographics, ethnicity, and consent. Our new strategy, developed with the support and feedback of colleagues, patients, and partners, is our compass for the next seven years (2023-2030). We Have Four Primary Goals high-quality care for all, being a great place to work, partnerships for impact, and research and education excellence And we will embed health equality in all we do - taking active steps to reduce the avoidable differences in healthcare that some people face, working in partnership with communities. Our strategy is underpinned by new values and we will work to ensure they are an everyday reality for all: we are compassionate, we are proud, we are inclusive, and we are one team This is an exciting moment as we look to the future with clarity on what we already do well and where we need to focus our energies to make an even bigger difference for the people we serve About The University Hospitals Of Leicester NHS Trust (leicestershospitals.nhs.uk) For further details / informal visits contact: Name: Maya Farmer Job title: Complaints & PALS Lead Email address: maya.farmeruhl-tr.nhs.uk Telephone number: 08081 788 337