Job Title: Patient Liaison Officer, Grade V - Emergency Department Acute Floor
Reference No: ****** *****)
Department / Directorate: Emergency Department / Nursing Directorate
Reports to: Assistant Director of Nursing – ED / Administration Manager – ED / Direct working relationship with the Patient Advice Liaison Service Department
Tallaght University Hospital (TUH) is one of Ireland's largest acute teaching and learning hospitals.
It provides a wide range of adult, psychiatric, age-related, dialysis, oncology, infusion, haematology, cardiology, bone & joint and minor surgery services across on-site and off-site beds, staffed by over 4,000 people of 64 nationalities.
As a designated trauma unit and a national centre for Urology and Renal dialysis, TUH is a major academic teaching hospital of Trinity College Dublin, part of the Dublin Midlands Hospital Group.
Purpose of the Role
The Patient Liaison Officer (PLO) acts as the main contact between patients, their families, carers and the Acute Floor staff, ensuring the patient voice is heard and that feedback is managed effectively.
Overview of Role
The PLO facilitates communication, advocates for patients, supports the implementation of HIQA standards, and actively contributes to quality improvement projects on the Acute Floor.
Key Duties and Responsibilities
Facilitate communication between patients, their relatives and staff on the Acute Floor, including circulation in the waiting rooms.
Advocate for patients through communication, negotiation and representation, ensuring the patient's values and decisions are respected.
Support the implementation of HIQA standards for Safer Better Healthcare, focusing on Person-Centred Care.
Ensure kindness, consideration and respect in all interactions, reflecting TUH's values.
Inform families (with patient consent) about patient activities and departmental processes.
Identify potential problematic situations, attempt to resolve complaints locally and collaborate with the PALS Department for follow-up.
Communicate medical and service-user problems to appropriate staff.
Serve as a resource for families in need of assistance, utilizing appropriate resources.
Assist with the implementation of the Hospital's mission, philosophy, policies and goals on the Acute Floor.
Collaborate with CNM2 shift leads, social workers, physicians, security officers and other staff.
Participate in Acute Floor committees, meetings, and quality improvement projects.
Deliver education and training programmes.
Develop and update policies, procedures and protocols relevant to the Emergency department.
Support hospital in-house survey programmes, including electronic surveys.
Support National Patient Experience Survey programmes.
Contribute to departmental projects, including data collation and graphical presentation.
Maintain patient confidentiality at all times.
Organise and attend meetings, working groups, and committees as required.
Participate in hospital and departmental audits.
Engage in ongoing education, training and workshops, including the HSE National communication programme.
Attend monthly meetings with the Patient Advocacy department.
Carry out any other duties as assigned.
General Accountability
Commitment to continuous professional development, including completion of relevant internal training programmes.
Qualifications & Experience Required
Have obtained at least Grade D3 in five subjects in the Leaving Certificate Examination or equivalent.
Or have passed an examination at an appropriate level within the QQI framework (e.g., Fetac Level 5).
Or possess satisfactory relevant experience with demonstrable equivalent skills.
Have 3 years' experience in a Healthcare environment, including at least 6 months in a patient liaison role.
Excellent communication and interpersonal skills, and ability to work as part of a team.
Suitable supervisory experience (at least 1 year).
Willingness to undertake an internal supervisory/management course within 12 months of appointment.
Proficient with computer packages, including Microsoft Office (Word, Excel, Outlook, PowerPoint).
Fluent command and understanding of the English language, both spoken and written.
3rd level qualification equivalent to Fetac Level 6.
Experience managing complaints in a healthcare setting.
Experience working in an emergency department.
Reward & Recognition
Remuneration in accordance with the Department of Health Consolidated Salary Scales: €52,235 to €62,485 across 7 increments, including 2 LSIs.
Full-time, permanent, pensionable appointment.
Annual leave entitlement: 29 working days per year; leave year runs from 1 April to 31 March.
Normal working hours: 37 hours over 5 days (hours may change to meet extended day services).
Core Competencies
Managing the service – Quality & Safety of Service (Level 3)
Managing the service – Delivery of Results (Level 2)
Managing change – Problem Solving & Decision Making (Level 3)
Managing change – Communications & Influencing (Level 2)
Managing Yourself – Team Player (Level 3)
Managing Yourself – Planning and Organising (Level 2)
Managing People – People Management (Level 3)
Managing People – Leadership (Level 2)
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