Patient Advice and Liaison Service (PALS) Data Officer
The use of AI is monitored and if applicants have used it, then they are required to declare this in their supporting statement.
Job overview
We have an exciting new opportunity within the PALS team for a Band 5 Patient Advice and Liaison Service (PALS) Data Officer.
Working knowledge and experience of Advanced MS Excel, independent advocacy, data protection, complaints process, working knowledge of Datix web (or similar) client-rich database, Strong IT, and Interpersonal skills.
You will also have a high level of attention to detail, and the ability to write clear reports and manage your own workload to meet tight deadlines. Prepare data and presentations for a range of audiences. Good working knowledge in a healthcare setting is desirable.
Main duties of the job
The PALS Data Officer will serve as a key point of contact for patients, carers, and relatives, providing information to resolve issues and facilitating referrals to other services in a timely manner.
The role demands a high level of sensitivity and professionalism when managing complex matters, ensuring all processes are followed to deliver optimal service. Key responsibilities will include supporting the coordination and analysis of patient experience data.
The role will require strong research, data analysis, and problem-solving skills. We are particularly keen to hear from graduates who are passionate about enhancing the patient experience and contributing to continuous improvement.
Working for our organisation
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas.Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
- University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
- National Hospital for Neurology and Neurosurgery
- Royal National ENT and Eastman Dental Hospitals
- University College Hospital Grafton Way Building
- Royal London Hospital for Integrated Medicine
- University College Hospital Macmillan Cancer Centre
- The Hospital for Tropical Diseases
- University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women’s health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040
Detailed job description and main responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Come and be a part of the best NHS trust in England to work for, according to our staff*
UCLH top trust to work at in England – for the second year running! : University College London Hospitals NHS Foundation Trust- In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England – for the second year in a row.
UCLH top trust to work at in England – for the second year running! University College London Hospitals NHS Foundation Trust.
Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Person specification
Knowledge and Qualifications
Essential criteria- Educated to degree level, or equivalent medical / nursing qualification/ experience.
- Knowledge of independent advocacy, data protection, complaints process, safeguarding, freedom of information, equal opportunities, disability discrimination, major incident procedures, informed consent.
- Working knowledge of Datix web (or similar) client rich database.
Experience
Essential criteria- Experience all Microsoft Office packages including Word, Excel, and PowerPoint
- Experience of working with databases/analysing data.
- Experience of prioritising and managing own workload to meet tight deadlines.
- Experience of reporting and presenting to teams.
- Experience of working in health care settings.
- Experience of dealing with difficult or volatile situations.
- Substantial experience of handling case work.
- Experience of co-ordinating and planning projects
- In depth experience of workings of NHS/ Social care including funding streams and patient flow.
Skills and Abilities
Essential criteria- Communication and customer care
- Ability to assimilate and analyse and precis complex information and make sound judgements.
- Ability to balance patient expectations and Trust capacity/ capability and achieve resolution
- Demonstrate commitment to patient care.
- Attention to detail.
- Ability to interrogate databases.
- Advanced conflict resolution skills including mediation and negotiation.
- Ability to liaise and work effectively with staff and public at all levels.
- Ability to motivate and influence at all levels.
- Excellent administrative, written, planning, verbal communication and organisational skills.
Communication
Essential criteria- Ability to write clear reports incorporating statistical information appropriately.
- Ability to prepare data and presentations for a range of audiences.
- Ability to engage staff.
- Ability to deal tactfully and discretely with confidential and sensitive matters.
- Excellent written and verbal communication skills and the ability to communicate effectively with a wide range of people and professionals.
Personal and People Development
Essential criteria- Capacity to work autonomously and collaboratively as part of a team.
- Ability to think laterally and find innovative solutions acceptable to all parties.
- Flexible, self-motivating and acts on own initiative.
- Able to work with a great degree of flexibility and adaptability.
- Commitment to own personal continuing professional development.
- Ability to investigate and solve problems and queries using own initiative within line manager defined parameters
- Ability to plan and organise own workload effectively to meet deadlines in the short and long term
Responsibilities towards promoting Equality Diversity and Inclusion
Essential criteria- Demonstratable understanding of the Equality, Diversity, and Inclusion
Ensure the risk of infection to self, colleagues, patients, relatives and visitors is minimised by:
Essential criteria- Being familiar with, and adhering to Trust policies and guidance on infection prevention and control. Completing all required training and education (both via e-learning and face to face) on infection prevention and control. Including infection prevention and control as an integral part of your continuous personal/professional development and included in your annual appraisal Taking personal responsibility so far as is reasonably practicable, in helping ensure that effective prevention and control of health care associated infections is embedded into everyday practice and applied consistently.
At UCLH, we have a real ‘One Team’ ethos, and our values – safety, kindness, teamwork and improving, are central to the way we work. This is supported by our staff, who voted us as the #1 NHS Acute Trust to work for in the whole of England.
At UCLH we take equality of opportunity seriously and are committed to being a diverse and inclusive employer, with a culture that creates a real sense of belonging and trust. It is our fundamental aim, to recruit, retain and promote a diverse mix of people who are representative of our local communities.Applications are encouraged from candidates of all backgrounds, cultures, and perspectives to support our world class research, innovation and creativity.
UCLH recognises the benefits of flexible working for staff and has a dedicated policy which allows staff to apply for flexible working right from the beginning of employment. For more information please go to: https://www.uclh.nhs.uk/work-with-us/why-choose-uclh/flexible-working.
We offer our permanent staff an interest free season ticket loan for travel, all our staff have access to free independent and confidential support, large retail discounts, a staff discount platform, cycle to work scheme and on-site accommodation to name a few.
Additionally, UCLH Arts and Heritage’s staff wellbeing programme, Creative Comfort, offers a variety of ways to engage with the arts as a member of UCLH staff. You can try out the weekly choir, weekly art club and join the Culture Club for exclusive access to free and discounted tickets for opera, exhibitions, theatre and more.
We recognise, reward and thank colleagues by nominating them for our annual Celebrating Excellence Awards, which are funded by UCLH Charity.
We are also members of www.mytrustbenefits.co.uk/ which offers discounts on high street retail stores, offers on travel deals, and also to take advantage of cash back schemes.
This vacancy may close before the current listed closing date. You are advised not to delay submitting your completed application.
Please note that all correspondence regarding your application will be via email. The emails will be sent to you via TRAC.jobs and not via NHS Jobs, we encourage you to check your inbox regularly.
Please note that if you are at present in a training position on the 2016 new junior doctor’s contract and are applying for a Trust doctor role your salary will not be pay protected.
You will be placed on the appropriate point of the Trust Doctor pay scale based on your previous experience.
Please note that if you have not heard from us within 3 weeks of the closing date of the advert to assume that you have not been shortlisted on this occasion.
The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.