Pals Assistant

Working within a busy Patient Advice and Liaison Service Team, you will support patients/carers and relatives to raise concerns, complaints and enquiries, ensuring that they are offered a satisfactory resolution as a result of the action taken. You will treat all patients, carers and relatives with empathy, compassion and consideration.

• To provide a high-class customer focused service to patients and visitors. The post holder fulfils the role of Patient Advice and Liaison Assistant, sign posting patients and visitors and ensuring that their immediate needs are addressed.
• Deal with complainants who telephone, write or visit the department.
• To assist/support the Patient Advice and Liaison Officer in taking, resolving and closing concerns.
• Implements the Trust's Complaints process.
• To assist/support the Patient Advice and Liaison Officer in providing weekly, monthly and quarterly reports from Datix.
• Work collaboratively and co-operatively with others to develop and facilitate the complaints process provided for complainants and their representatives. Working as a Patient Advice and Liaison Assistant, you will be expected to uphold the Trust values and behaviours when dealing with patients and their families. NHS University Hospitals of Liverpool Group (UHL Group) was formed on 1 November 2024, born from a shared aim to improve the care we provide our communities. We are one of the largest employers in region, with over 18,900 colleagues who are dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services that extend to more than two million people in the North West. We operate from five hospital sites: Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside, and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to several elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Heart and Chest Hospital provide specialist services in cardiothoracic surgery, cardiology and respiratory medicine, both in the hospital and out in the community. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single en-suite bedrooms and mainly focuses on complex planned care and specialist services. For further details / informal visits contact: Name: Shelby Radley Job title: Lead Complaints Coordinator Email address: shelby.radley1@liverpoolft.nhs.uk Telephone number: 0151 529 3287