Job overview

In this role, you will support and uphold the Trust’s values by providing a compassionate, respectful, and effective response to patient complaints, concerns, and enquiries within the Patient Advice and Liaison Services (PALS) office. You will be responsible for communicating with staff, patients, carers, and relatives in a way that is clear, empathetic, and appropriate to their individual needs and understanding. Each contact is unique, and you will manage a wide range of cases with professionalism and sensitivity. You will also support staff in dealing with complex or sensitive situations, offering an impartial and independent approach that promotes fair resolution and benefits both patients and staff. This role plays a key part in fostering a culture of openness, trust, and continuous improvement across the organisation. This is a hospital based role within Wexham Park that does not offer home working.

Please note that interviews for this role will be conducted in person. Virtual interviews via Teams will not be considered.

Visa Sponsorship:
This position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the right to work in the UK for the full duration of the contract.

Main duties of the job

To provide a frontline response to listen to and resolve patients and service users concerns. Liaising with senior managers to coordinate a response and resolution in a responsive and timely way. To support staff in resolving ward based concerns for inpatients by visiting the ward alongside responding to email and telephone enquiries. Liaising with other service providers and signposting to other agencies and services where appropriate. Identifying service improvements and escalating to senior managers for consideration

Our team is driven by common values and vision shaping the service we deliver. Our purpose is to support patients in resolving problems or offering support or signposting at what can be a very difficult time for them. We have to be self motivators, objective and unbiased.

Working for our organisation

Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available. 

Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.

We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.

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