Band 5 PALS & Complaints Officer | Royal Free London NHS Foundation Trust
| Posting date: | 06 January 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £35,763 - £43,466 Per Annum including HCAS |
| Hours: | Full time |
| Closing date: | 05 February 2026 |
| Location: | London, N18 1QX |
| Company: | Royal Free London NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 7599852/391-NMUH-7599852 |
Summary
The PALS & Complaints Officer plays an integral role in delivering an excellent frontline support service by listening, managing and learning from patient experience to improve quality of services we provide at North Middlesex University Hospital.
The post holder will perform a range of specific tasks in relation to the administration and coordination of complaints and other feedback, ensuring policies and procedures are followed in accordance with the relevant legislation and associated guidance. The post holder will also be responsible for delivering the Patient Advice and Liaison Service for the Trust by providing high quality, responsive assistance to the general public and external organisations. This will include listening to experiences and, where possible, resolving concerns immediately and providing a signposting service to members of the public.
The PALS & Complaints Officer is also key to driving the improvement agenda within the patient experience function – working actively with Divisions, service areas and wards to co-design services and solutions that meet the expectations of our patients and families. Provide relevant PALS (Patient Advice and Liaison Service) and complaints reports for allocated divisions. Ensure timely and accurate reporting to relevant stakeholders and maintain data integrity and compliance with reporting standards.
Complaints, Concerns, Comments and Compliments.
To manage a caseload of enquiries and complaints, ensuring accurate
documentation that is kept up to date with progress
To carry out duties in line with the policies for Complaints Management and the policy for PALS. This will include but is not limited to:
Ensuring that complaints and concerns raised by patients, relatives,
service users and staff are resolved within the statutory timescales and
key performance indicators for the service.
Taking an active role in supporting the investigation process and drafting
written complaints responses to ensure they are appropriate, thorough and compliant with Trust policy for Complaints.
Communicating with complainants, patients, their relatives and
representatives either face to face, by phone, email or letter ensuring that
all communication is accessible, relevant and timely.
Delivery excellent experience for our patients and their relatives and / or carers.
To take an active role in supporting initiatives within service areas that focus on improving patient experience.
To facilitate patient engagement and patient involvement initiatives through collecting feedback through surveys, organising workshops and leading on codesign activities.
To assist in identifying areas for improvement, passing on constructive views on how to develop and improve services.
The Royal Free London NHS Foundation Trust is one of the UK’s biggest and most innovative trusts. Across Four main hospitals.
NMUH North Middlesex University Hospital (NMUH) is one of the business unit of the Royal Free London NHS Trust and one of London’s busiest healthcare providers, providing hospital care and community services for the 350,000 people living in Enfield, Haringey and beyond. Our specialist services include HIV, cardiology, blood disorders, diabetes, fertility, sickle cell and thalassemia. In addition to a full range of cancer diagnosis and treatment services, the Helen Rollason Cancer Support Centre is based on-site and provides services to support cancer patients’ wellbeing. We also provide community services and have a dedicated 0-19 service for children and young people in Enfield so that they can get the best possible start in life. This includes health visitors and school nurses who are delivering the national Healthy Child Programme, which provides a structured framework for the delivery of key interventions to support the health and wellbeing of children and families from 0 to 5 and school aged children from 5-19. The 0-19 service aims to improve pathways and partnerships with services in the hospital and deliver excellent care for the children and families. For more information, please access the following link: For more information please follow link https://www.royalfreelondonjobs.co.uk/
Please see the attached Job Description and Person specification for more information on the role requirements and duties
This advert closes on Tuesday 20 Jan 2026