Patient Experience Advice and Liaison Officer
| Posting date: | 07 October 2025 |
|---|---|
| Salary: | £28,860.00 to £31,671.00 per year |
| Additional salary information: | £28860.00 - £31671.00 a year |
| Hours: | Full time |
| Closing date: | 21 October 2025 |
| Location: | Dartford, DA2 8DA |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9252-25-0366 |
Summary
Patient Advice & Liaison Service Work within the Patient Advice and Liaison Service and Complaints service, ensuring an accessible, confidential, patient focussed service that deals with problems and concerns quickly as and in accordance with national requirements and local policy using the Datix reporting System. Adhere to key performance indicators (KPIs), whilst dealing with emotional and sensitive situations Deal with enquiries/concerns raised in person, by telephone, email or letter, responding in a professional and empathetic manner Agree a plan for managing an enquiry/concern with the enquirer/complainant independently Understand when to seek guidance from the PALS Lead, Complaints & Claims Manager or other senior staff Understand the importance of protecting patient confidentiality at all times and understand how to work within the limitations that this can pose Provide information and advice to patients and carers on the NHS complaints procedure and, subject to their choice, assist and support service users in making a complaint or refer them to appropriate independent advocacy services Provide verbal/written information to enquirers Recognise when to refer enquiries to clinical staff (this is a non-clinical post and the post holder is therefore not permitted to give clinical information, e.g. test results) Ensure that people are treated courteously and professionally and that queries are dealt with efficiently and effectively when members of the public seek information, help, advice and assistance with enquiries and concerns relating to Dartford & Gravesham NHS Trust Communicate sometimes sensitive and distressing information in an appropriate manner in person and by telephone/email Process complex, sensitive or contentious information Use own judgment based on information available and to seek advice when unsure of appropriate response, from the PALS Lead or an appropriate manager Please see attached job description for more information.