Main duties of the job

  • To act as a visible point of contact for patients, carers, relatives and members of the public, providing accurate information and early resolutions to enquiries raised. Where necessary, PALS Officers will signpost and advise on the complaints process or refer to external or special advocacy services if considered appropriate.
  • To actively network and build relationships across the Health Board including Primary Care, collaborative organisations and the third sector in order to secure engagement and assistance with resolving issues as they arise.
  • Capturing patient and carer feedback through various methods in a variety of clinical settings. 

    • The post holder will:

  • Deal with sensitive information in a professional manner ensuring all actions meet the statutory requirements within the Putting Things Right Guidance and Data Protection legislation
  • Make measured, responsible and professional decisions to ensure the most effective outcome is achieved for the enquirer at all times
  • Effectively manage and record all individual contacts with patients, carers, relatives or members of the public
  • Build and maintain good relationships with management teams, clinical staff and non-clinical staff across the health board. 

    •  This post is fixed term for 21 months to meet the needs of the service.

    The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply. 

    Working for our organisation

    If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and Proud to Lead competence framework.

    Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the Disability Confident Employer scheme.

    Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

    Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English. 

    Detailed job description and main responsibilities

    You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac. 

    Person specification

    Experience

    Essential criteria

  • Relevant experience of dealing with general public / patients / carers / health professionals on customer service issues.
  • Experience of dealing with a variety of professionals and staff at different levels.

    • Desirable criteria

  • Proven experience of working in customer services or related departments within a complex organisation

    • Qualifications

    Essential criteria

  • Educated to degree level or equivalent qualification or experience
  • Evidence of Continuous Professional Development

    • Skills

    Essential criteria

  • Experience of establishing / using systems and processes to ensure effective recording, monitoring and evaluation of feedback. Problem solving skills.
  • Experience of effective communication (verbal and written)
  • Ability to work on own initiative and manage own workload

    • Desirable criteria

  • Evidence of good IT skills, including presentations and use of social media / ECDL or equivalent
  • Ability to speak Welsh

    • Knowledge

    Essential criteria

  • Good understanding of the legislation governing complaints and complaints management
  • Working knowledge of operating within a patient experience / engagement framework

    • Desirable criteria

  • Broad understanding of the NHS systems and processes

    • Other

    Essential criteria

  • Special requirements to perform in the role – Ability to travel within geographical area

    • To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa , unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.

    Employer certification / accreditation badges

    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 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 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.

    Welsh language skills are desirable

    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 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 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.

    Welsh language skills are desirable