Aoife - Patient Advise and Liaison Officer

Who’s this?

Aoife is a Patient Advise and Liaison (PALs) Officer working within the Greater Manchester Mental Health NHS Foundation Trust

What’s the story of their career to date?

Aoife completed a degree in basic counselling, whilst studying for her degree worked with adults that had profound learning difficulties which she really enjoyed. Once qualified Aoife became a bank worker in North Manchester General Hospital (acute) also working as an advocate for adults with disabilities before successfully securing her current role as a PALs Officer

What do they do?

Aoife’s role involves her having contact with service users, carers, patients and members of the public as PALs is the department to go to if there are questions in regards to NHS information, access to mental health services or complaints and queries from service users and their family. Aoife regularly visits the mental health wards to speak to patients, supporting them in their understanding of the care and treatment they are receiving. Aoife also regularly visits HMP Manchester and HMP Buckley Hall prisons to offer guidance and support to prisoners whilst they are receiving care and treatment during their sentence at the prison. Aoife regularly updates information leaflets to support patient’s needs and regularly attends meetings in order to ensure the patients feel happy and safe. Aoife deals with complaints as part of her role in order to try to resolve the complaint herself or supporting the person if they wish to make the complaint official. As part of her role Aoife also delivers customer car training to staff within the trust

What’s the best thing about their role?

Aoife feels that the best part of her role is meeting people and talking to patients in order to ensure that their experience is what it should be

Where are they going from here?

Aoife thoroughly enjoys working with people so will always work in this or a similar role

Where can I find out more?

This profile has been created by the Greater Manchester NHS Careers Engagement Hub in partnership with Greater Manchester Mental Health NHS Foundation Trust. If you have questions then feel free to contact us.