Patient Advice and Liaison Service Officer
| Posting date: | 16 March 2026 |
|---|---|
| Salary: | £27,485.00 to £30,162.00 per year |
| Additional salary information: | £27485.00 - £30162.00 a year |
| Hours: | Full time |
| Closing date: | 24 March 2026 |
| Location: | Coventry, CV2 2DX |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9218-26-0327 |
Summary
To provide a highly visible point of contact for patients or a representative raising an enquiry or complaint. To function as a key point of contact for patients or their representatives through consulting with them to understand and to take details of their enquiry or complaint, whether that be in person, over the telephone or by written correspondence. To produce high quality confirmation acknowledgments confirming the complaint details and the patients or their representatives desired outcome. To provide comprehensive support to those accessing and using the service through explaining and agreeing with them how their enquiry or complaint will be investigated. To maintain an exceptional understanding of data protection regulations and the PALS Policy to ensure that patient information in only shared when it is appropriate to do so. To ensure all contacts are kept fully updated throughout their case. To refer clients to advocacy services and other health and social care services when appropriate. To plan and facilitate complaint meetings and other methods of resolving patient, family, and carers concerns. Communicate complex and sensitive information to patients, relatives and carers in a compassionate manner and advise them of their options if they are dissatisfied with the outcome of their enquiry or complaint. Maintain an excellent awareness of the Trusts Patient Safety Process and to recognise and flag when any issues raised within a complaint may constitute a patient safety incident. Work in close collaboration with staff across the Patient Relations Team and wider Trust to ensure we deliver a patient centred approach to the handling of enquiries and concerns. Maintain accurate and up to date electronic case records on the Trusts incident management system and on other programmes, such as Microsoft Excel. Maintain a good working knowledge of accessibility standards to identify any requirements of service users and to make reasonable adjustments wherever required to provide an accessible service. Participate in appraisals and personal reviews and work to achieve agreed set objectives. Participate in appropriate training and development activities. When required cover the work of colleagues during periods of absence or peak workloads. Undertake any other duties as required by the Patient Experience management/coordinators in accordance with the grade and nature of the post. For further details of the role please see the attached job description.