Do you want to work in one of the best performing NHS organisations in England? Work for an organisation that was voted the best acute and combined acute and community trust in the country, based on the experience of its staff (NHS Staff Survey 2022). Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare and, this is…the Northumbria Way!
What the Northumbria Way means for you:
* Extensive staff health and well-being programme including access to our specialist Wellbeing Hub
* Support and connection through a variety of Staff Network groups
* A range of flexible working opportunities
* Generous annual leave and pension scheme
* Access to lease car and home electronics scheme (qualifying criteria applies)
* Opportunities to improve your professional development through our vast training programmes
* On-site nursery places via salary sacrifice
* Access to savings scheme via salary sacrifice with Northumberland Community Bank
We are proud to be one of the country’s top performing NHS trusts – rated ‘outstanding’ overall by the Care Quality Commission (CQC). We provide a range of health and care services to support more than 500,000 people living in Northumberland and North Tyneside across the largest geographical area of any NHS Trust in England. Our teams deliver care from hospitals, a range of community venues and people’s homes. Our hospitals include a specialist emergency care hospital (the first of its kind in England), three general hospitals and community hospitals. In the community we deliver a wide range of community and public health services.
If Northumbria Healthcare sounds like somewhere you could belong we would love to hear from you. Visit our website to catch up on our latest news.
Job overview
You will work as one of a small team of PALS officers, based in individual offices in hospitals across Cumbria, Newcastle, Northumberland, North Tyneside.
North of Tyne PALS (Patient Advice and Liaison Service) delivers the PALS service for all NHS organisations and services in Newcastle, Northumberland and North Tyneside. It is hosted by Northumbria Healthcare NHS Foundation Trust.
Main duties of the job
PALS acts on behalf of patients, their families and carers, liaising with staff, managers and, where appropriate, other relevant organisations, to negotiate speedy solutions to any problems or concerns and find answers to questions.
We are seeking to appoint a highly motivated individual to join our small team. You should be educated to NVQ 3 or equivalent with at least 2 years' experience of working in a customer care environment or providing information and advice, including handling difficult or stressful situations. You should have an ability to liaise, with an understanding of person-centred approaches to ensure good outcomes for patients, their families and carers. The role involves working with people to resolve problems therefore excellent communication and negotiation skills are essential, as is an understanding of the health and social care issues affecting a diverse range of communities.
No two days are the same. If you enjoy working with people and making a difference, we would like to hear from you. This is an excellent opportunity to support those who use NHS services and to help bring about changes to the way that services are delivered.
Working for our organisation
Northumbria Healthcare NHS Foundation Trust manages three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality – opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England.
Detailed job description and main responsibilities
* One of a team delivering a high quality, accessible Patient Advice and Liaison Service across a large geographical area and within the NHS organisations North of the Tyne and NEAS.
* To act as a facilitator in relation to the concerns of service users, their carers and families and to negotiate immediate solutions or resolution of issues as speedily as possible.
* To provide accurate information on all aspects of NHS services to help make contact with the NHS as easy as possible.
* To refer clients to advocacy services and other health and social care services when appropriate.
* Provide information on how to make a complaint about the services the Trusts provide, referring to ICA as appropriate.
* To act as a catalyst for change by suggesting service improvements to trusts as a consequence of resolving individual concerns.
* To undertake out-reach work and promotional activities across the NHS organisations.
* To develop knowledge of health and social care, including local practice and provision and national policy.
* To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust.
Person specification
Experience
* Experience of working in a health, social care or community setting including the voluntary sector
* Experience of working across organisational boundaries.
* Providing mediation or customer care services.
Qualifications
* Knowledge of health and wellbeing issues and services, acquired through training and experience to NVQ level 3 or equivalent plus knowledge and experience to diploma level equivalent.
* Range of work procedures and practices, mainly non-routine; intermediate level of theoretical knowledge.
We recognise the positive value of diversity and inclusion and are committed to a workforce that is diverse, equal and inclusive. We welcome and encourage job applications from people of all backgrounds.
If you require any reasonable adjustments to attend interview please make the recruitment team aware as soon as possible.
Make sure to read the ‘applicant guidance notes’ before submitting your application!
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