Our vision for Single Corporate Services  
Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care. 

This vacancy is part of the Single Corporate Services Division.

The vision for our single corporate services is to:

• Be an employer of choice for corporate talent, attracting and retaining people who share our values for excellence in care and welcome the opportunity to benefit from the broad range of flexible career and development opportunities we can offer.   
• Improve efficiency through simplified and standardised policies, processes, and systems, drawing on the best from both Trusts.  
• Do things once and reduce any duplication on transactional tasks giving corporate staff the ability to focus on higher value and more diverse activities.  
• Co-invest in the latest digital solutions and standardise our approach, meaning we do things once for both organisations. 
• Improve learning and development opportunities and sharing best practice, upskilling both Trusts.  
• Co-locate teams in purpose-built facilities on the Island and in Portsmouth to enable closer working and sharing.  
• Build resilience for individuals and our teams. 

The single corporate service is delivered across both organisation.  You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.

INTERNAL ONLY

This vacancy is open to employees of Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust only.

Band: 3

Hours: 37.5

Contract Type: Permanent

An exciting opportunity has arisen within the Complaints Team for a Patient Advice & Liaison Service (PALS) Co-Ordinator.

We are seeking to appoint a highly motivated team player, who is eager to take on new challenges, to join our small team. The postholder will act as a point of contact for service users by listening to patients' concerns, worries, fears, suggestions and experiences and raise these with people who design and manage services. You will work with staff and service managers by escalating complaints to the appropriate department or manager for investigation.

Excellent communication and negotiation skills are essential, as is an understanding of the health and social care issues affecting our population.

The postholder will be responsible for ensuring data regarding PALS enquiries are recorded on the trust’s database and ensure feedback is used to drive continuous improvements in care.

As an organised, dynamic and compassionate person, the focus of this role will be to support patients and carers to ensure that their concerns are managed appropriately, and that the Trust is learning from this valuable feedback, not the investigative process.

The postholder should be educated to NVQ 3 or equivalent with previous experience of working in the NHS and should have an ability to liaise effectively, with an understanding of person centred approaches to ensure good outcomes for patients, their families and carers.

This is an excellent opportunity to support those who use NHS services, identifying any gaps in services to help bring about changes to the way that services are delivered.

If you have excellent communication and interpersonal skills, are passionate about improving the patient experience and want to support the trust with learning from feedback, then this post is for you.

For a full list of roles and responsibilities, please see the attached job description. 

Interviews to be held Thursday 27 November.

For more information, please contact PALS Manager, Kay Bird on 023 9228 6395

Qualifications

• NVQ 3 or equivalent
• Educated to GCSE level or equivalent experience.
• Proficient in the use of Microsoft Office programmes

Experience & Knowledge

• Experience of working in a busy customer service environment
• Experience of working within an NHS or Social Care environment
• Excellent verbal, telephone. and written communication skills
• Excellent interpersonal skills
• Listening skills
• Demonstrate tact and diplomacy when dealing with highly sensitive issues and maintain confidentiality.
• Problem solving skills and ability to respond to sudden unexpected demands.
• Ability to deal with distressing circumstances and challenging situations

The health and wellbeing of our staff is at the forefront of everything we do. We are proud to be able to offer our staff some fantastic benefits including our on-site Nursery, access to our free Beach Hut for those long summer days, our on-site Wellness Centre including a gym and a swimming pool, access to our fantastic staff networks including LGBTQ, Race Equality and DisAbility, and awards ceremonies to recognise your achievements. We believe we can offer support to all of our staff when they need it the most.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.

We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation, and beliefs.