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PALS Officer

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Manchester University NHS Foundation Trust

Nov 20

Applications are closed

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    Healthcare
  • Manchester

Requirements

  • If you are ready to take on an exciting challenge and you have the relevant skills and knowledge to excel in this role, then we would be delighted to receive your application.
  • The post holder will be based at the Wythenshawe Hospital, Entrance 5, but will be expected to cross site cover at Manchester Royal Infirmary, Trafford General Hospital, and North Manchester General Hospital as dictated by the needs of the service.
  • This will require a high degree of organisational skills and an excellent working knowledge of administrative systems.

Responsibilities

  • The Patient Advice Liaison Service (PALS) is at the heart of our ambitions to deliver a forward-thinking healthcare service in which everyone matters.
  • This is where we deal with concerns about care and treatment that are raised by patients and their families; seeking an immediate resolution in partnership with Hospitals/MCS/MLCO and complainants.
  • Working on the telephone, by email and face to face, you will be dealing with highly sensitive, emotive and complex issues.
  • Under the guidance of a PALS Facilitator, you will manage a less complex case load to develop and build on your existing customer service skills.
  • The post holder will be based at the Wythenshawe Hospital, Entrance 5, but will be expected to cross site cover at Manchester Royal Infirmary, Trafford General Hospital, and North Manchester General Hospital as dictated by the needs of the service.
  • The role will involve a combination of operational and administrative duties with the aim of providing an identifiable, accessible and responsible service to our patients and their representatives.
  • The post holder will manage a less complex caseload and will be actively involved in investigating what went wrong and establishing a satisfactory resolution.
  • This will involve liaising and working with both staff and patients, whilst recognising the diverse needs of all clients.
  • This will require a high degree of organisational skills and an excellent working knowledge of administrative systems.

FAQs

What is the main responsibility of the PALS Officer?

The main responsibility of the PALS Officer is to handle concerns about care and treatment raised by patients and their families, seeking immediate resolution in partnership with hospitals and complainants.

Where will the PALS Officer be primarily based?

The PALS Officer will be primarily based at Wythenshawe Hospital, Entrance 5, but will be expected to provide cross-site cover at Manchester Royal Infirmary, Trafford General Hospital, and North Manchester General Hospital as needed.

What type of issues will the PALS Officer be dealing with?

The PALS Officer will be dealing with highly sensitive, emotive, and complex issues related to patient care and treatment.

What skills are required for this role?

A high degree of organizational skills and an excellent working knowledge of administrative systems are required, along with customer service skills to manage a less complex caseload.

Can I contact someone for more information about the role?

Yes, you can contact Eleanor Waller, the PALS Team Leader, at 0161 291 2031 for any questions you may have about the role.

What does MFT value as part of its work culture?

MFT values teamwork, respect, inclusion, and believes in making the organization a place where everyone feels they belong and where ideas are heard and contributions are valued.

What opportunities are available for career growth within this role?

MFT offers clear pathways for development and supports wellbeing, ambition, and success, making it a great place for career growth.

How does MFT support its employees?

MFT supports its employees through a collaborative culture, digital technology, and a focus on creating seamless, high-quality care and exceptional patient outcomes.

Is prior experience in a similar role necessary for applying?

While prior experience may be beneficial, the role is designed for individuals looking to develop their customer service skills and gain experience in managing cases in a healthcare setting.

How does the PALS Office contribute to patient care?

The PALS Office contributes to patient care by actively investigating issues, establishing resolutions, and ensuring that the needs of diverse clients are recognized and addressed.

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Manchester University NHS Foundation Trust

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Manchester University NHS Foundation Trust (MFT) is one of the largest acute Trusts in the UK, employing over 20,000 staff. We are responsible for running a family of nine hospitals across six separate sites, providing a wide range of services from comprehensive local general hospital care through to highly specialised regional and national services. We are the main provider of hospital care to approximately 750,000 people in Manchester and Trafford and the single biggest provider of specialised services in the North West of England. We are also the lead provider for a significant number of specialised services including Breast Care, Vascular, Cardiac, Respiratory, Urology Cancer, Paediatrics, Women’s Services, Ophthalmology and Genomic Medicine.