Total 10 Manager level Customer Service job vacancies in Dartford, DA1 1QG

Main Responsibilities Working closely with the professional heads and the General Manager to provide demonstrable assurance that the quality of the clinical services including patient safety, patient satisfaction and clinical outcomes meet the required high standards. This will include investigations into serious incidents, complaints and staffing issues, appraisal, supervision and training of staff and compliance with mandatory reporting. Service Managers work closely with the Team Managers (direct reports) and other professionals to ensure care pathways are effective with regular reviews to enable strategic and operational plans to be delivered. Service Managers are responsible for ensuring good patient flow management utilising a combination of demand and capacity information, length of stay data caseload management and adherence to agreed clinical pathways. In addition, Service Mangers systematically make certain that clinical governance arrangements are imbedded within services and are working to full effect. Working with the Clinical and Service Leadership to recruit, motivate and train the workforce. To be able to demonstrate that staff have the appropriate skills and training to deliver high quality care. To appoint Team Leaders with the appropriate competencies. To be visible and available and to manage the performance of services to ensure excellent clinical outcomes and good levels of engagement. Actively support services to deliver any research objectives and encourage quality improvement. Key Results The service manager is accountable for people management and development across their services. They will ensure people are focused and efficient in their roles and are achieving in individual and service outcomes. Robust performance and attendance management will be fundamental to ensuring service objectives are achieved and problem areas identified at an early stage with solutions quickly implemented. Leadership Through coaching and feedback, drives a performance achieving culture ensuring people are carrying out their roles to the highest possible standard and that they understand the key measures for success. Ensures structures are in place so the teams are aware of and can pursue the aims, objectives and overall strategy of the service, thereby contributing to the overall development of clinical services. Ensures timely and reliable recruitment decisions and ensures effective management of staff induction and ongoing supervision for all staff, ensuring formal appraisal carried out in line. Identifies staff training & development needs and liaises with HR to meet these. Provides guidance and support to team members in meeting individual and team objectives through structured performance management processes, seeking advice from HR and applying Policy as needed. Role models professional credibility and conduct, setting a standard for services. To promote a culture of innovation and continuous improvement based on best practice and positive service user experience. To ensure that all staff treat service users, carers and relatives with dignity and respect at every stage of their care. To give clear and inspirational direction and support to staff working within the services, ensuring they are appropriately managed, motivated and engaged, in order to ensure the successful and co-ordinated delivery of activities and outcomes. Provide visible leadership and presence to services. Have a flexible approach which allows learning and development of others whilst providing constructive feedback and addressing any performance related issues. Financial and Physical The Service Manager will be key to operational delivery and management of basic financial controls. They will lead on effective management of resources and expenditure within their remit using approved financial management practices. Participates in the business planning process, rigorously reviewing financial performance across their services and reports on financial performance to the General Manager. Support Team Manages with service budgets, applying agreed financial processes and implementing necessary changes while setting goals for future financing. Understand financial risks within services and recommends remedial action, prompting timely query resolution. Observes personal duty of care in relation to equipment and resources used in the course of their work and is responsible for supporting teams do the same. Resources To organise resource allocation which maximises value for money and to make recommendations for improvement. Minimises costs of additional staffing (e.g agency) through effective staff deployment, planning and timely recruitment. Workforce Monitors and supervises direct reports to work within performance, quality, safety and financial targets. Identify links with motivation and performance and able to demonstrate 100% annual appraisals for direct reports. Sets SMART objectives for direct reports, aligned to strategic objectives and targets. Adopt Safer Recruitment principles and ensures robust selection processes which provide equality of opportunity and enhance quality of selection decisions. Seek to develop own capabilities and creates culture of shared learning. Quality & Performance The Service Manager takes responsibility for the quality of their services through effective monitoring of service delivery and ensuring internal quality processes are in place and working effectively across all services. They will ensure a clinical governance framework is in place in all services. Ensures all services are fully compliant with regulatory and contractual requirements and that contractual targets and outcomes are achieved to maximise income and achieve contractual compliance. Takes responsibility for the quality of their services, leading on service self-assessments and driving the review and development of continuous improvement plans to demonstrate good progressions and achievement against regulatory or contractual improvements. Demonstrates how feedback from those using the services is used to achieve improvements to service delivery while ensuring recommendations and lessons learnt from SUIs and complaints are implemented within services. Responds to management and service data requests in a timely way, ensuring this is validated and provided within agreed deadlines. Collates and analyses clinical data to (a) identify and minimise risk, (b) optimise clinical effectiveness, (c) optimise service efficiency. Devises a plan that addresses these components within the immediate context of service delivery and the broader operational framework of the service. Undertakes robust investigations into SUIs, practice and concerns, producing high quality and timely reports with appropriately recommendations. Ensures physical environment is safe and appropriate for staff and service users and in line with the Health & Safety policy. Ensures complaints are investigated efficiently and promptly in line with Policy and that any learning is shared across the services and the rest of the organisation as appropriate. Supports all staff in their duty to identify report and record all incidents of potential or actual abuse whether the victim is an adult or child and ensure that advice is sought from the Safeguarding Team where necessary. Ensure patient flow (waiting lists / length of stay / caseloads) are managed in line with agreed standards and act swiftly to address any deviations. Actively work with Team / Ward Managers in improving both quality and performance across service areas. Ensures services can demonstrate active review and scrutiny of individual care plans so that they are responsive to individual needs and evidence progression towards desired outcomes. Be responsible for assisting Team Managers to support their staff in assessing service users, completing a full needs assessment, developing a psychotherapeutic formulation and writing a tailored care plan to be implemented & evaluated. Other Maintain personal and professional development to meet the changing needs of the job, participate in appropriate education and training activities. Champions change and embraces new ways of working to make services run more efficiently. Deputise for the General Manager as required. Undertake any other duties required following discussion and agreement with the General Manager.

We have an exciting opportunity for an inspirational leader to join Low Secure Services on a one year secondment as a General Manager, in the Forensic & Specialist Directorate.

The successful candidate will be expected to work closely with the professional heads, the Service Manager and the Matron to provide demonstrable assurance that the quality of the clinical services including patient safety, patient satisfaction and clinical outcomes meet the required high standards. General Managers will have a portfolio of services that they are responsible for so will need to understand the ongoing transformation work that is currently being implemented along with a genuine interest in performance so that they can support the Teams in working towards the agreed Key Performance Indicators.

Working with the Senior Management Team, and reporting to the Service Director, they will ensure that services are fit for purpose and that the teams they manage are motivated and working efficiently with the support of the Service Managers. They will need to be visible and available and to manage the performance of services to ensure excellent clinical outcomes and good levels of engagement.

The post holder must hold a full, valid, UK driving licence and have access to a car/vehicle to use for business purposes (unless you have a disability as defined by the Equality Act 2010).

General Managers are responsible for the overall management of a range of nominated services within the Directorate. Working closely with colleagues in all other relevant teams will ensure excellent clinical, operational and financial outcomes. The post-holder will be expected to work as part of the Senior Leadership Team with other General Managers, the Deputy Director, the Head of Nursing & Quality, the Allied Health Professional Lead, the Lead Psychologist, and Clinical and Service Directors.

General Managers may be responsible for additional specialist or ‘place’ based services as required and reviewed in line with service needs.

The post-holder will also have a key role in liaising with and supporting Local Care Partnerships in the integration agenda.

Come and work with us in the Garden of England where we combine exceptional professional development opportunities with a tremendous quality of life.

We are Kent and Medway NHS and Social Care Partnership Trust (KMPT), providing mental health, learning disability and specialist services, serving 1.8 million people in Kent and Medway, as well as specialist services for adults in Sussex and Surrey. We are rated Good overall by the CQC.

Each year we care for over 2,000 people in our hospitals and 54,000 people in the community.

We are proud to employ over 3,800 people from 66 nationalities and to serve an increasingly diverse range of communities across rural and urban areas.

You will be joining friendly, passionate colleagues, rich in their diversity, who are committed to providing excellent care to our service users and their loved ones.

The nature of our work attracts kindness and compassion as standard and everyone from our cleaners and porters to the chief executive and chairman are recognised as playing a vital role in providing an exemplary service.

Our strategy

Our mission is what we set out to do every day
We deliver brilliant care through brilliant people

Our vision is where we want to be in the future
To provide outstanding care and to work in partnership to deliver this in the right place, for every service user, every time.

What is High Cost Area Allowance?

The High-Cost Area (HCA) allowance, also referred to as London Weighting is a payment made to employees who work in London and the surrounding areas.

As this post is based in Dartford, Gravesham or Swanley, the successful applicant will receive an additional payment each month.

5% of basic salary, subject to a minimum payment of £1,192 per year and a maximum payment of £2,011 per year (the agreed annual amount will be divided into 12 equal amounts and paid monthly)



Please refer to the full job description for further information and a full outline of the person specification for the role.


This advert closes on Tuesday 30 Jul 2024

Proud member of the Disability Confident employer scheme

Manage complex financial resources, maintaining a balanced position, ensuring cost effective services are planned and organised to maximise effective care at both acute hospital sites. 1.2 Manage complex cost improvement and efficiency programmes while maintaining service delivery. 1.3 Responsible for Laboratory and Department Managers, Biomedical and clinical scientists, technical and support grades, screeners, medical laboratory assistants (MLAs) and Administrative and Clerical staff at both acute hospital sites. 1.4 Analyse complex financial data and report to the Managing Director and NKPS Board any cost pressures and where appropriate write business development cases to support those pressures, having undertaken option appraisal. 1.5 Initiate regular review of services within Pathology, ensuring new developments are appropriately resourced through business planning. 1.6 Review capacity planning including diagnostic waiting times on a regular basis ensuring compliance, continuous improvement and modernisation for the Trust. 1.7 Ensure Pathology Services are delivered effectively and efficiently to meet the needs of inpatient, outpatient, GP and other requestors. 1.8 Responsible for Health & Safety and risk management within the Department maintaining the risk register including Trust risk assessments and co-ordinating appropriate remedial action.

Sea Logistics Customer Care Manager, Import | United Kingdom | JR2406_0110

Join our Sea Logistics Team in UK!

YOUR ROLE

As the Sea Freight Import Manager, you will oversee the smooth operation of the sea freight import department, ensuring adherence to company procedures and maintaining strong customer relationships. Based in Dartford, you will manage a team of customer care specialists, contributing to the overall effectiveness, development, management, and profitability of the sea freight department.

YOUR RESPONSIBILITIES

• Manage the import department, ensuring operational coverage and adherence to Credit Control guidelines.
• Encourage training and development of the team through the annual Performance and Progress Review (PPR) process.
• Actively manage all import accounts in conjunction with local sales.
• Visit clients as necessary, which may involve travel outside office hours/UK.
• Resolve operational problems in conjunction with sales staff.
• Produce financial, service, operational, and productivity reports as required.
• Ensure the highest standards of customer care by servicing existing customers professionally.
• Collaborate with local sales to produce competitive pricing and operational solutions.

YOUR SKILLS AND EXPERIENCES

• Excellent knowledge of sea freight operational procedures.
• Strong leadership and influencing skills to achieve results.
• Effective communication and organisational skills.
• High proficiency in MS Word, Excel, or similar.
• Strong team player with the ability to monitor and motivate staff.
• Ability to work on own initiative and deliver agreed actions on time.

GOOD REASON TO JOIN

If you would like to become a valued member of our team, we will make sure that you're rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme which offers everything from discounts, benefits information, recognition and its wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this is to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer that recognises the skills, expertise and value service leavers bring to our organisation.

ABOUT KUEHNE+NAGEL

With over 79.000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.

CONTACT

Paulina Kazmierczak
paulina.kazmierczak@kuehne-nagel.com

A Vacancy at Central and North West London NHS Foundation Trust.


Interim Clinical Services Manager & Professional Nursing Lead for Adult Services 8b

Hillingdon Community Services (secondment opportunity ending 31.05.2025)

Due to a planned short-term change to the clinical service manager arrangements an exciting opportunity has arisen to apply for a 12-month secondment as Clinical Services Manager – June 2024 to May 2025.

This role will be within Hillingdon Community Services and will support the Head of Adult Services in developing and delivering community services across the Hillingdon system. The portfolio will consist of HICU; Specialist Nursing (Cardiac, PD, Epilepsy and TB); Podiatry; Diabetes and the Bladder and Bowel Services. You will need to be able to deputise for the Head of Adult Services and be able to confidently manage across a number of different services and disciplines.

The successful post-holder will be able to step in to the role at short notice to support the services operationally, therefore applicants must have support from their current line manager to apply. The successful candidate will need to start in role from 03 June 2024.

The Clinical Service Manager will be expected to deputise and support the Head of Adult Services in the development, delivery and redesign of community services, ensuring high quality and personalised and accessible services to users. The post holder will be required to manage the delivery of specified clinical services within the Adult Services division and for implementing and managing systems and processes to ensure that these services are delivered in accordance with Trust-wide policies and national/local targets.

As the professional nursing lead for Adult Services, the post holder will be expected to work closely with the Head of Adult Services and Community Services Director in providing clear nursing professional leadership, practice and expertise across adult services ensuring that practice is aligned to professional codes of practice across the specialties. The post holder will be expected to engage and empower clinical staff in the provision and management of their services and to use clinical expertise to assess, develop and enhance the quality of service.

We’re passionate about delivering first-class patient-centred, safe and effective care, whether it is in a hospital setting, in a community clinic or in the patient’s own home. Patients are at the heart of everything we do.

Providing top quality caredepends on our ability to employ the best people. We’re always looking to recruit outstanding peoplewho will go the extra mile to support our patients, colleagues, teams and the Trust. With every new employee we’re hoping to find our future leaders and we’ll support our staff by providing opportunities to develop your career.

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.

Please see additional documents (JD and PS) for further details.

KEY RESPONSIBILITIES:
- To line manage staff, (within specific area of responsibility as identified above), from varying backgrounds, both clinical and non clinical, ensuring that individual staff performance, appraisal and development is robustly undertaken to optimise both individual and organisational performance and that all staff have access to continuing professional education and development to maximise performance.

- To support teams to perform effectively in service delivery and ensure effective positive communication, promoting both multi disciplinary and multi-agency working.

- To act as a senior clinical champion influencing multi disciplinary staff to make change, ensuring that service improvements are acceptable and sustainable across both professional and organisational boundaries.

- To be a source of a high level of clinical expertise across the field of adult nursing services, by providing both general and specialist advice for clinicians delivering nursing interventions, on the full range of relevant issues including nursing aspects of risk assessment and management.

- To work alongside key colleagues to develop appropriate and constructive relationships both within and external to the organisation.

- To ensure that appropriate methods are used to ensure the inclusion of patient’s perspectives within service improvements.

- To identify and lead on the delivery of productivity and efficiency savings within the specific areas of responsibility.

- To work with the Head of Quality Governance and implement systems and processes to manage risk and ensure full compliance with internal and external governance procedures within the specific services

- To contribute to and participate in the annual business planning cycle.

- To deputise for the Head of Adult Services as appropriate.

- Prepare written and oral progress reports setting out progress in relation to the work and learning within the various services.


This advert closes on Wednesday 15 May 2024

Proud member of the Disability Confident employer scheme

Please see additional documents (JD and PS) for further details. KEY RESPONSIBILITIES:- To line manage staff, (within specific area of responsibility as identified above), from varying backgrounds, both clinical and non clinical, ensuring that individual staff performance, appraisal and development is robustly undertaken to optimise both individual and organisational performance and that all staff have access to continuing professional education and development to maximise performance. - To support teams to perform effectively in service delivery and ensure effective positive communication, promoting both multi disciplinary and multi-agency working. - To act as a senior clinical champion influencing multi disciplinary staff to make change, ensuring that service improvements are acceptable and sustainable across both professional and organisational boundaries. - To be a source of a high level of clinical expertise across the field of adult nursing services, by providing both general and specialist advice for clinicians delivering nursing interventions, on the full range of relevant issues including nursing aspects of risk assessment and management. - To work alongside key colleagues to develop appropriate and constructive relationships both within and external to the organisation. - To ensure that appropriate methods are used to ensure the inclusion of patients perspectives within service improvements. - To identify and lead on the delivery of productivity and efficiency savings within the specific areas of responsibility. - To work with the Head of Quality Governance and implement systems and processes to manage risk and ensure full compliance with internal and external governance procedures within the specific services - To contribute to and participate in the annual business planning cycle. - To deputise for the Head of Adult Services as appropriate. - Prepare written and oral progress reports setting out progress in relation to the work and learning within the various services.

We are delighted to announce this exciting opportunity for an experienced Critical Care Paramedic to join the Critical Care Leadership Team as a Critical Care Team Leaders based at Dartford .
• Band 7, NHS Agenda for Change - £43,742 - £50,056
• 10% recruitment and retention premium until December 2024
• Fringe HCAS applicable
• Full time, substantive post
• Location - Dartford Ambulance Station
• If you are a current SECAmb employee, by applying for this position, if successful you will move to the terms and conditions associated with the post.
• A DBS check will be required for anyone new to the Trust or internal employees who have not needed a DBS for their role previously. The check will be done prior to interview.



The successful candidate will provide operational and logistical management to Dartford CCP location.

To provide line management and clinical quality oversight to one Trust-wide CCP team (governance team).

Undertaking clinical shifts as an operational CCP and providing a local point of contact for specialist advice.

Support the overall leadership of the Critical Care Operating Unit . Undertake shifts on the Critical Care Desk.

A team of Critical Care Team Leaders will hold day to day responsibility for people line management and support and quality assurance of critical care practice. In addition, the ‘Locality’ role will hold day to day responsibility for service delivery and logistics of one or two CCP teams.

These posts will develop and support all aspects of clinical governance for critical care practice and post holders will contribute to the development of future strategy and clinical practice in critical care within the Trust.

Post holders will provide an interface at local OU level, providing support to OU Leadership Teams and supporting network liaison.

Provide strategic medical and corporate leadership and advice to the Trust on all matters pertaining to patient care.

Implement and lead change to deliver the Trust’ Clinical Strategy whilst ensuring that robust clinical governance systems are in place.

Work collaboratively with the Quality & Nursing Directorate to develop a culture, which embeds Clinical Quality and Governance and monitors its effectiveness.
• New NHS employees will be eligible to join the NHS Pension Scheme
• A minimum 27 days' holiday each year, increasing after 5 years’ service
• Personal and professional development and training opportunities.
• Access to occupational health and counselling services
• Award winning wellbeing hub
• Back up buddy App
• Access to NHS discounts, offering NHS employees a range of money-saving deals


This advert closes on Sunday 28 Jan 2024

Proud member of the Disability Confident employer scheme

Job title: Clinical Unit Manager

Location: Common Lane, Wilmington , Dartford, DA2 7BA.

Salary: £44,328-£52,166 Per annum, Depending on experience.

Contract: 48 Hours per week.

Shift Pattern: 7:30am -7:30pm with 1 full supernumerary.

Welcome Bonus: £1000 Welcome Bonus.

We make health happen

Here at Bupa we support those when they need it the most. Our care homes are dedicated to delivering person-centred care, supporting independence and honouring choice to help our residents live their best lives.



You'll help us make health happen by:

• Whether you're taking charge of a unit or a floor, you'll promote our resident's independence, choice and dignity by ensuring that the team provide the highest standards of care at all times
• With the help of your team, you'll assess each resident's wellbeing - making sure their physical, emotional and social needs are met - always maintaining accurate records
• Delivering clinical guidance to your team, you'll lead by example; motivating and mentoring the team to ensure the safe, smooth and efficient running of the care home
• You'll build lasting relationships with the residents and the people they care about, as well as caring about the home itself - fostering a sense of community
• Creating and developing strong relationships with local partners, you will liaise with these partners, playing an important role in raising the care home's profile in the local area and beyond

Key Skills / Qualifications needed for this role:

• A Registered Nurse with a valid NMC pin and a genuine commitment to adhering to the NMC Codes of Conduct and expanding your professional development
• You're passionate about caring for the elderly and have a flair for helping people maintain their independence, choice and dignity
• An effective communicator who's able to build strong and honest relationships with residents and their families
• Someone who's ready to use their clinical experience to lead, motivate and mentor a team - who's able to delegate effectively and promote excellent customer service and relationships.
• A respectful and compassionate team player with the belief in giving your personal best.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• My Healthcare - Quick, easy access to support, advice, and treatment for a variety of health-related issues, including remote GP appointments, physiotherapy and mental health support - all available via one phone number 24/7
• Annual allowance which you can redeem against a menu of Bupa healthcare products, all to the approximate value of £350
• Free meal on every shift
• 28 days holiday
• Long service - For every milestone at Bupa we will reward you with ecards, extra holidays and money!
• Interest-free annual travel loan to enable the purchase of public transport annual season tickets
• Wagestream - Have early access to up to 40% of your earned wages within minutes
• NMC annual pin payment (£120) reimbursed
• We offer a range of Bupa pension plans - find out more on our career site
• Parental leave - We have schemes for adoption, birth parents and co parents -find out more on our career site
• Menopause Plan - Specifically designed to empower women to seek advice, choose their treatment and take control of their health
• Access to discounts at a wide variety of gyms and fitness facilities across the UK

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Work closely with the Deputy Head of Income, Financial Planning and Contracts, the SLAM Manager will take a lead role in the development and design of all the SLAM reports and the development of a performance monitoring framework. Apply initiative and pro-active approach in engaging with operational and clinical staff in the process of validating data, developing models, analyses, formulating a narrative or conclusions used for decision making within the organisation to ensure the results are credible and understood by all key stakeholders. Interpret and analyse healthcare data in order to identify and financially evaluate opportunities for service transformation and efficiency improvements. Provide SQL Server expertise to the team, advising colleagues on the most efficient way to extract and process data, and to design reports. Provide analytic support, relevant evidence and a case for change in the development of long-term strategic improvement initiatives. Produce clearly documented data documentation quickly and accurately Through routine interrogation of clinical and operation information, combined with financial and activity data, identify productivity and efficiency opportunities to influence financial or operational decision making. Develop innovative and creative ways of visually presenting complex operational and clinical information in a way that is meaningful and compels decisions and actions. Build an expert knowledge and understanding of the trusts capacity across all major resources to inform scenario modelling and impact assessments of various service developments Work with clinicians and service managers to understand the nature of business of individual service lines in order to enhance relevant financial and statistical analyses. Produce, organise and share documentation and a visible and clear audit trail to preserve and sustain continuity of knowledge and to prevent a single point of failure. Advise on the effective use of resources and modernising practices to drive efficiencies, business focus and identification of waste in order to meet the needs of the organisation into the future. Make use of various sources of benchmarking and best practice protocols to identify unwarranted variation in clinical practice and operational processes. Identify opportunities to improve the accuracy of coding and data quality. Work to improve data quality associated with clinical activity. This will involve: 1. Attendance and management of data quality forums, 2. Assistance in development of data workaround processes 3. Management and review of data recording and capturing processes with representatives from clinical directorates Assist in any statutory exercises, submissions and investigations as required Work with key partners to ensure accurate and timely data provision and consistent service development Please see attached job description for more information.

Key responsibilities Take proactive decisions based on Trust policies and procedures, using acquired NHS knowledge and experience to deal with a wide range of general enquiries Receive patient enquiries by mail, telephone, email or in person, actioning as appropriate and referring on to relevant colleagues as necessary. Act as a facilitator in relation to patient and carer concerns, helping to resolve them quickly and efficiently, improving the outcome of care in the process. Advise patients and carers on the complaints process and, subject to their choice, provide assistance or refer them to an independent advocacy service. Seek the views of patients, carers and potential users and ensure they influence the Trusts culture and services and assist in the redesign of patient processes. Act as a catalyst for change, feeding back patients and carers views, to share good practice and promote improvement of services. Publicise PALS inside and outside of the Trust. Provide advice and guidance to the Patient Experience Advice & Liaison Officers on more complex cases Attend the Trusts Patient Experience Forum (PEF) and provide regular reports on PALS activity including activity levels, response times, themes, trends and other ad-hoc reports as requested Ensure that all PALS enquiries are responded to appropriately Escalate unresolved concerns/enquiries to the Deputy Complaints & PALS Manager to ensure resolution is achieved. Regularly review the use of Datix in the context of PALS to ensure it is fit for purpose Please see attached job description for more information.