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.