As a PALS advisor you will be expected to: - Provide an easily accessible service to ensure raising concerns or enquiries is as easy as possible - Identify between concerns that can be resolved immediately and those that warrant further investigation - Listen, understand and acknowledge concerns and enquiries being raised - Gain consent as appropriate and maintain confidentiality standards - Analyse the problems being presented and plan the best approach to bring resolution - Work alongside staff to provide feedback and resolution - Communicate by letter, email, telephone or face to face in order to acknowledge or respond to any concerns and enquires raised - Use initiative, discretion and impartiality when communicating, in particular with cases of a sensitive or contentious nature. e.g., bereavement or safeguarding concerns - Visit wards or departments to ensure patients, relatives and carers feel supported - Maintain detailed and accurate records of concerns or enquires raised using the Trusts reporting system, Datix - Signpost patients, relatives and carers to other services both internal and external, such as advocacy services or charities. - Support the reporting of any themes, trends or risk areas which may impact on patient care or safety - Ensure there is accurate and accessible information and literature available about PALS and key partners - Work within recognised Trust policies and procedures - Actively promoting the work of PALS and upholding the values of the service while on-site and during corporate and external events - Develop PALS partnerships with specialist groups within the Trust to support specific groups of patients, such as Armed Forces Veterans - Hold responsibility for your nominated PALS Champions - Support and participate in quality improvement projects which improves the experiences of our patients, carers and visitors - Promote the work of the Patient Experience team - Undertake any other duties compatible with grade