Patient Advice and Liaison Service; PALS Officer

The role of Patient Advice and Liaison and Bereavement Officer is an interesting and varied role. The post holder will require excellent customer service, communication and organisational skills with the ability to manage a variety of tasks throughout the working day. The work involves dealing with people at an extremely difficult time in their lives and you must be able to complete the necessary tasks whilst acting in a caring and compassionate manner.

This is a challenging, but rewarding post, within the Patient Experience Team, focused on improving the experiences of people visiting our hospitals. You will bring your skills to the team who work together to assist patients, relatives, carers with their enquiries and help resolve any problems or concerns they have. The post holder will be required to provide a personal, visible and accessible Patient Advice and Liaison Service and play an active part in making contact with the Trust as easy as possible.

To provide support to patients, carers and family members with their concerns, queries and requests for information about the NHS and aspects of care.

• Support bereaved relatives, ensuring they are contacted and provided with information about the formal steps.
• Offer support for anything they are concerned about or do not know.
• Arrange viewings at the hospital.
• Liaise with external agencies to ensure funeral arrangements for every deceased patient are carried out without delay.
• Work within the Patient Experience Team and assist with the resolution of queries and concerns raised by patients, relatives and visitors.
• Provide a personal, visible and accessible Patient Advice and Liaison Service.
• Play an active part in making contact with the Trust as easy as possible.
• Provide support to patients, carers and family members with their concerns, queries and requests for information about the NHS and aspects of care.

• Excellent customer service, communication and organisational skills.
• Ability to manage a variety of tasks throughout the working day.
• Ability to act in a caring and compassionate manner when dealing with patients at an extremely difficult time in their lives.

Come and join a Trust rated Outstanding by the CQC. South Warwickshire University NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further. In addition our staff survey results have placed us 4th in the country for recommended place to work.

We provide services across Warwickshire and beyond ranging from hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to community services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity. Our values can be summed up in one sentence:
We are 'Trusted to provide safe, inclusive, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient-facing or not, we are all working in the same way with our values at the core.

As part of our commitment to Equality, Diversity and Inclusion we encourage all applicants to complete a short survey. This can be accessed via the link below: