Patient Advice and Liaison Lead

This is an exciting opportunity to join the Patient Experience Team as the Lead for the Patient Advice and Liaison Service. You will be able to bring your skills to the team who work together in order to assist patients, relatives, carers with their enquiries and help resolve any problems or concerns they have. You will also work with the Patient Experience Manager to develop the services to ensure they meet our patient’s needs.

This is an interesting and varied role in a busy unpredictable environment. The post holder will require excellent customer service, communication and organisational skills with the ability to manage a variety of task 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 rewarding post, within a supportive team, focused on improving the experiences of people visiting our hospitals.

The post holder will be required to act a lead for the Patient Advice and Liaison Service (PALS) and Bereavement Office. To provide managerial support to the PALS and Bereavement Officers.

To provide a personal, visible and accessible Patient Advice and Liaison Service (PALS) and play an active part in making contact with the Trust as easy as possible. To provide support individual patients, carers and relatives through the Trust’s services to answer enquiries and requests for information about the NHS and aspects of care. Work within the Patient Experience Team and assist with the resolution of queries and concerns raised by patients, relatives and visitors within the expected timescales by internal means or by referral to external agencies.

To co-ordinate the day to day functioning of the Trust’s Bereavement Service, ensuring prompt and correct documentation relating to the death of a patient within the Trust. Liaising with external agencies to ensure the funeral arrangements for every deceased patient are carried out without delay. To provide correct, information, supportive and appropriate advice to bereaved relatives/next of kin.

To monitor patient experience feedback to identify trends and themes alerting staff to these and working with them to action change ensuring that these actions are reported using established mechanisms.

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

For further details / informal visits contact:
Name:
Becky Millward

Job title:

Head of Patient Experience Email address:  Telephone number:

Becky Millward, Head of Patient Experience, Volunteering and Chaplaincy, email: