HMP Norwich are looking for a compassionate and organised Patient Advice and Liaison Service (PALS) Officer.
As a part-time PALS Officer at HMP Norwich, you will play a crucial role in ensuring the efficient operation of the prison. You will be required to implement and adhere to the HCRG Complaints Policy and ensure that all PALS concerns and enquiries are managed effectively and in line with our care Values.
You will work with the Quality Lead to contribute to the patient experience objectives and support quality improvements.
About the service:
HMP Norwich is a local Category B prison that houses male prisoners that have come direct from court or police custody and is made up of several different wings. HCRG provide 24/7 healthcare services within the prison. HCRG provide both emergency and primary care. Social and Palliative care is also provided within one wing in the establishment. HCRG also provides a CSMS (substance misuse) service.
This role is working 30 hours, 4 days per week.
Package DescriptionAs a Part-time Patient Advice and Liaison Service (PALS) Officer you’ll be part of our valued team at HMP Norwich within HCRG Care Group, receiving access to exclusive rewards and benefits including:
Salary of £31,753.60 pro rata
Free tea, coffee and milk at your base location
Free and on site-parking at HMP Norwich
on site Gym open to all employees
Membership of My Reward Hub, giving you access to discounts on every day purchases like grocery shopping as well as cashback and voucher offers for treats for you and those special to you
Access to your wages as you earn them to help cover life’s emergencies and avoid overdraft fees or high interest rates
Online and face to face help with your mental and physical wellbeing – from healthy recipes and activity challenges through to post trauma support, legal, debt and life management help, as well career coaching and counselling
Access to eLearning, bespoke career pathways and opportunities for continuing professional development through our ‘Outstanding’ learning and development team, The Learning Enterprise
An open, just culture where you’re encouraged to have and implement ideas which can help us deliver our purpose: changing lives through transforming health and care – backed up by at least £100,000 of ringfenced innovation funding each year
The pride of working for an organisation committed to the highest clinical and quality standards: with the majority of our rated services holding “good” or “outstanding” ratings from the Care Quality Commission
Main Responsibilities
Promotes the awareness of the PALS service to staff, patients, service users and visitors and ensure that the service is both accessible and responsive.
Utilises interpersonal skills to support staff in identifying and reporting incidents / near misses in connection with patient experiences.
Actively participates in specialist groups, meetings and forums to ensure effective working relationships and communications.
Provides timely feedback and advice (verbal and written) to staff, including senior managers, on relevant findings, observations and audit.
Please see the job description attached for a full list of responsibilities.
The Ideal CandidateEssential:
Working in a PALS role or customer service environment.
Ability to deal with grieving, upset, stressed, vulnerable and angry complainants in a sensitive, compassionate, and calm manner.
Working in an environment with conflicting pressures and changing workloads
Ability to collate data and extrapolate information
Proficiency with Microsoft Word, Outlook, Excel
Experience of databases and producing/designing reports from databases
Desirable:
Experience of working in the NHS (preferable)
Experience of working in a prison establishment
Knowledge of SystmOne
About The CompanyWe change lives by transforming health and care.
Established in 2006 we are one of the UK's leading independent providers of community health and care services, working with health and care commissioners and communities to transform services with a focus on experience, efficiency and improved outcomes. We deliver and transform adult and children community health services, primary care services including urgent care, sexual health, dermatology and MSK services as well as adult social care and wellbeing services. Across England, we support communities of many millions and directly help more than half a million people each year - guided by our simple values: we care, we think, we do.
We're committed to equal opportunities and welcome applications from a broad, diverse range of people who want to join our team. We’re a Disability Confident Committed company, so we work to provide facilities, work environment adjustments and technical solutions to be as inclusive of everyone.
While it doesn’t happen often, sometimes a role is very popular, and we’ll need to close it earlier than the date we’ve shown here. If you’re keen to join our team, we’d love to hear from you so please apply as soon as you can.
As you’d expect, safeguarding and protecting the children, young people and vulnerable adults that we work with is of the utmost importance so we have policies and procedures in place to promote safeguarding and safer working practices and everyone who joins the team is subject to a safer recruitment process, including the disclosure of criminal records and vetting checks.
Finally, we need to let you know that the company you’ll work for is part of HCRG Care Group Holdings Limited and by applying for this job we’ll need to process and hold information about you. If you would like to know a little more about how we use your information, please see our website's privacy policy.
