Oxford University Hospitals NHS Foundation Trust

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PALS Band 4

Band 4

Main area
PALS and Complaints
Band 4
37.5 hours
Job ref
JR (with cover at the NOC and Churchill required)
£19,409 - £22,683
27/06/2017 23:59

The Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.

The Trust comprises of four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.

Many of our recruitment programmes use values-based interviewing to identify those who have the skills we seek, who share our values and who are able to deliver compassionate excellence from the outset. We know that this makes a significance difference to your job satisfaction and above all the outcomes and experience of our patients and their families.

For more information about our Values and Value Based Interviewing please visit  http://www.ouh.nhs.uk/about/vision-and-values/default.aspx


An exciting opportunity has arisen to join the existing Patient Advice and Liaison Service (PALS) and Complaints team as a PALS Officer.
We are seeking applications from individuals with a passion for delivering a high quality service. Applicants should be dedicated to driving changes which improve the experience of the department for patients and service users.
You will work closely with the three other PALS Officers and a Team Supervisor to provide a seamless service to patients and visitors across the Trust. In addition, you will work closely with the Complaints and PALS Manager to ensure an effective service is provided by the team. The post holder will be able to demonstrate exceptional and sensitive customer service skills.
We recognise the complex, challenging and sensitive issues the team deal with on a daily basis and we offer a supportive team environment within which you can expect personal development and access to senior expertise as required.
We are looking for a dynamic, motivated individual who works well under pressure. The successful candidate will have excellent verbal communication skills, particularly in dealing with difficult or challenging situations or individuals, and will have significant experience of working in a patient, public or customer facing role, as well as a clear understanding of national complaints regulations. The post holder will clearly demonstrate the ability to be assertive and use their initiative throughout their work.
The post holder will have a good understanding of the work carried out by PALS within the NHS and a base knowledge of the NHS Complaints process.
This is a challenging, but rewarding post, within a supportive team, focused on improving the experiences of people visiting our hospitals.
The successful postholder will be required to work Monday to Friday 9am to 5pm.

Please note, previous applicants need not apply.

For an informal discussion, please contact Katie Harris, Complaints and PALS Manager on 01865 223256 email katie.harris@ouh.nhs.uk

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Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

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Further details / informal visits contact

For an informal discussion, please contact Katie Harris, Complaints and PALS Manager on 01865 223256 email katie.harris@ouh.nhs.uk

If you have problems applying, contact

01865 743467