PALS Officer | Chesterfield Royal Hospital NHS Foundation Trust

Dyddiad hysbysebu:	25 Gorffennaf 2025
Cyflog:	Heb ei nodi
Gwybodaeth ychwanegol am y cyflog:	£24,625 - £25,674 per annum
Oriau:	Llawn Amser
Dyddiad cau:	24 Awst 2025
Lleoliad:	Chesterfield, S44 5BL
Cwmni:	Chesterfield Royal Hospital NHSFT
Math o swydd:	Parhaol
Cyfeirnod swydd:	7256193/166-CSG-7256193

Crynodeb

An exciting opportunity has arisen for an enthusiastic, resourceful and self-motivated Patient Advice and Liaison (PALS) Officer to join our Patient Experience and Complaints Team. Working as part of the Quality Governance Team, you will be responsible for ensuring an impartial, personal and effective PALS service is provided to patients, service users, relatives, carers, and Trust staff.

The PALS team provides an accessible and responsive service by offering on the spot support, signposting and resolution for patients, relatives and members of the public who wish to raise queries or concerns about their care. In this challenging post, you will join a team that aims to resolve complaints quickly and efficiently and uses the feedback obtained to influence and improve the patient experience. You will work with patients, relatives and staff to ensure that complaints are resolved and improvement is embedded.



We recognise that some situations you may be involved with are sensitive, complex and demanding, and we offer a supportive team environment within which you can expect supervision and personal development.



You will be educated to GCSE standard (or equivalent) in English Language & Maths with excellent communication, customer care, IT and organisational skills alongside outstanding interpersonal skills, a good telephone manner and the ability to work as part of a large multidisciplinary team.



You will have a good understanding of the NHS and experience of working with the public, including resolving issues and problems. Experience of working with complaints management systems is desirable.



The post-holder will be expected to work five days a week.



Interviews will be held face to face at Chesterfield Royal Hospital.

CRH offers a wide range ofexciting and rewarding opportunitiesfor people who are passionate about providing exceptional patient care. OurPeople Planshows how and why Chesterfield Royal Hospital is a great place to work, our'Together as One'strategy ensures everything we do aligns to our Trust strategic priorities, and the Trust'sCARE valuesillustrate our commitment to compassion, ambition, respect and encouragement - in everything we do for our patients and each other every day.



The Trust is an equal opportunities employer. We welcome applications from all sections of the community. Everybody is to be treated with dignity and respect; and we aim for our workforce to be representative of the population we serve and the wider community from which we recruit. See our Equality Diversity and Inclusion page.



We offer a range of attractive benefits:
• Health and Wellbeing Support: including access to our Employee Assistance Programme.
• Wellbeing Hub: An onsite facility, including a fully equipped gym, showers, classes, and counselling.
• Learning and development: A range of courses to help you grow in your career
• Discounts: Including Health Service Discounts and Blue Light Card.
• NHS Fleet Solutions: A cost-effective car leasing scheme including electric vehicles.

Key Result Areas
1. To act as a compassionate point of contact for patients and other users of Trust services.
2. To operate a frontline, patient facing service, taking details of complaints and raising these with relevant staff,to ensure they are dealt with in accordance with Trust Policy.
3. To listen and respond to the concerns of service users relating to their experience of the Trust, explaining the options available for resolution and clarifying the outcomes sought.
4. To obtain detailed information from service users, paying due care and attention to the sensitivity of their concerns, and to undertake investigation and follow-up action on their behalf.
5. To ensure that issues raised with the PALS are responded to promptly and in accordance with timescales set out in Trust Policy.
6. To use the Trust’s Risk Management System to record details of enquiries from service users.
7. To liaise with divisions to ensure a timely and appropriate resolution is provided for complainants.
8. To attend meetings as appropriate to the role.
9. To undertake regular data quality checks on own work, so that the service can produce robust and detailed reports.
10. To undertake data analysis and reporting as appropriate to the role, including in relation to overdue responses.
11. To support divisions to review and track complaints as appropriate, including providing tracker reports.
12. To support patients, carers and families access specialist advocacy, other voluntary or support services, including interpreting, as appropriate.
13. To support the Complaints Coordinator with continuous improvement, including review of processes and tasks.
14. To support the Assistance and Complaints Team to deliver education and training to key induction and education modules within the Trust.
15. To actively promote the service to contribute to a learning culture and improve patient experience and safety.
16. To support the Trust’s peer review process for complaints.
17. To take comments from service users, ensure that they are acknowledged and recorded appropriately, and relayed to the relevant staff, service or division.
18. To ensure that leaflets and other sources of information regarding sources of advice and support are available across the Trust.
19. To ensure that issues which may involve a safeguarding concern or potential Police involvement are communicated to the Complaints Team Leader and Quality Lead for Patient Experience and Complaints and/or Quality Delivery Manager/Head of Quality Governance.
20. To act as an ambassador for the Trust, maintaining a professional and calm demeanour.


This advert closes on Sunday 10 Aug 2025

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