gesh PALS Manager (ESTH)

The PALS Manager will be responsible for the leadership of the Patient Advice & Liaison Service (PALS) for Epsom and St Helier NHS Trust in accordance with national core standards. The PALS manager will be accessible to the public, the PALS team and other colleagues to receive, examine and resolve questions, problems, and concerns ranging from simple enquiries to complex issues and/or criticisms. In certain situations, the PALS manager will be able to refer to alternative means of resolution within the Trust or to other organisations for additional support of the patient's needs., The PALS Manager will advise and make recommendations to staff at all levels that will influence best practice, promote quality improvement and outcomes of clinical care.

The PALS Manager will ensure that the patient perspective as presented to PALS contributes to the development of other Trust wide practices, strategies and policies to support patient centred healthcare.

The PALS Manager will encourage and support the training and education of all staff based upon the patient experience, through direct involvement in the development and delivery of the trust's patient experience training.

The PALS Manager is responsible for supervising the PALS team, induction of new staff members in line with Trust policies, managing absence reporting and performance issues in line with Trust Policies, ensuring all team members undertake statutory and mandatory training.

St Georges, Epsom and St Helier University Hospitals and Health Group is a new hospital group, comprising St George's University Hospitals NHS Foundation Trust (SGUH) and Epsom & St Helier University Hospitals NHS Trust, which includes Sutton Health and Care and Surrey Downs Health and Care. Sharing a single Chairman, Chief Executive and Executive team, The GESH Group is one of the largest healthcare providers in the country, with a combined annual turnover of around £1.5 billion, 16,000 staff, and serving a population of approximately 3.5 million people across South West London, Surrey, Sussex and beyond.

Vision and Values

The post holder is expected to have a clear understanding of how this post contributes to the achievement of the Group Strategy of Outstanding Care, Together.

Our Strategy is founded on four key priorities; Collaboration and Partnership; Affordable healthcare, fit for the future; Right Care, Right Place, Right Time; and Empowered, engaged staff.