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North West Ambulance Service NHS Trust
About
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
PALS Officer
Accepting applications until: 13-Nov-2024 23:59
Vacancy status: Open
Accepting applications until: 13-Nov-2024 23:59
Key details
Location
- Gwefan
- Estuary Point
- Tref
- Liverpool
- Cod post
- L24 8RL
- Major / Minor Region
- Manchester
Contract type & working pattern
- Contract
- Permanent
- Oriau
- Full time - 37.5 hours per week
Salary
- Cyflog
- £26,530 - £29,114 per annum
- Cyfnod cyflog
- Yearly
- Gradd
- (Band 4)
Specialty
- Prif leoliad
- Administration
- Dyddiad y cyfweliad
- 27/11/2024
North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.
The Trust is currently under-represented in terms of staff from black and minority ethnic backgrounds. We encourage applications from all backgrounds to improve the diversity of our workforce and to better reflect the communities we serve to provide the right care, at the right time, in the right place; every time.
The Trust reserves the right to close this vacancy early if a large number of applications are received.
Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.
We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.
Trosolwg o'r swydd
An exciting opportunity has arisen to become an integral member of the recently established Patient Advice and Liaison Service (PALs), working closely with the Resolution Team, managing a case load of concerns and enquiries from our patients and service users.
We are committed to providing the required knowledge and skills to either start or continue your development in this field of enquiries and assessment of concerns raised with our service.
Advert
The successful candidate should have a keen interest in improvement, and enabling positive change and feedback throughout all areas of the service that NWAS provides. We work closely with service lines throughout NWAS, inclusive of Paramedic Emergency service, Patient Transport Service and Integrated Contact Centres. We would therefore welcome candidates with experience or knowledge of the services that NWAS provides, and those who can build on these already strong relationships needed to enhance feedback and learning from concerns raised.
Communication, both verbal and written is a key element of the role, as is excellent customer service skills. The successful candidate should be confident in speaking on the telephone, and is a core function of this role.
Gweithio i'n sefydliad
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
Please ensure that you have read and understood the job description and person specification before applying.
Person specification
Qualifications and Education
Meini prawf hanfodol
- 5 GCSE (Inc English) or equivalent
- NVQ Level 3 or equivalent (customer service / complaint handling)
Skills and Attributes
Meini prawf hanfodol
- Ability to maintain confidentiality and deal with situations in a sensitive manner
- Able to communicate across wide demographic boundaries in an appropriate manner
- Respects and applies patient confidentiality at all times
- Able to manage own workload, working to tight an changing timescales
Knowledge and Experience
Meini prawf hanfodol
- Extensive experience of handling complaints / concerns within a healthcare organisation
- Excellent knowledge of ambulance service systems and processes particularly service delivery
- Excellent telephony skills, particularly dealing with distressed people or challenging behaviour
- Excellent written and verbal communication skills
- Good working knowledge if consent needs and application
- Excellent working knowledge of Microsoft Office products (esp excel)
- Good working knowledge if C3, Cleric, Reporting services, Datix or equivalent
- Must be able to work as part of a team and independently
Personal Attibutes
Meini prawf hanfodol
- Flexible and highly motivated
- Project a professional image
Further details / informal visits contact
- Enw
- Michael Lee
- Teitl y swydd
- PALS Team Leader
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 01514521642
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