Patient Experience/PALS As
| Posting date: | 04 June 2026 |
|---|---|
| Salary: | £33,262.00 to £36,027.00 per year |
| Additional salary information: | £33262.00 - £36027.00 a year |
| Hours: | Full time |
| Closing date: | 18 June 2026 |
| Location: | Stanmore, HA7 4LP |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9392-26-0114 |
Summary
Pals Service Acting as a point of contact for patients raising queries or concerns on the phone, via email or in person. This may include attending the ward to discuss issues with inpatients and their families. Providing compassionate support for patients, families and staff members involved in the PALS process. Advising patients and their families of the PALS and Complaints processes and assisting them with the process where required. Build and maintain good relationships with clinical and non-clinical staff across the Trust to help resolve patients concerns quickly and efficiently, negotiate solutions on their behalf and ensure they receive practical advice and support in a sensitive, appropriate and effective way Working collaboratively with a variety of staff to resolve queries and concerns in a timely way. Ensuring that concerns are escalated to relevant staff within the hospital if they cannot be resolved within set timescales Manage a caseload of individual concerns from initial contact to liaising with unit managers who are responsible for providing the response. This will include administrative logging on Ulysses identify the key issues to be addressed and the reviewing of response to ensure they cover all aspects of the concern raised. Maintaining accurate and detailed records of concerns and queries raised by patients and their families and the outcome of local resolution. Central point of contact for staff requiring information about PALS activity including the provision of reports based on information derived from the Ulysses Database. Identify and produce reports of themes highlighted through PALS and Complaints indicating any subsequent changes in practice for inclusion in departmental/quality reports. Exercise high levels of concentration given the unpredictable nature of the work. The post holder must be able to prioritise and manage the competing demands of their workload Provide non-clinical advice to patients/service users or carers and be responsible for escalating a concern or complaint where patient safety appears to be at risk. Complaints Provide compassionate support for patients or families who wish to make a formal complaint. This may include documentation of a verbal complaint or assistance in writing a formal complaint letter. Ensure that the complaints database and records are accurate and up to date. Ensure that the Trust acts on, and responds to, complaints in a timely manner, ensuring that any delays are minimised. Communicate verbally and in writing with complainants to discuss the management of their complaint and offer information on the process that will be followed Recognise and escalate concerns or risks appropriate to senior staff Work closely with the Complaints Officer Assist in the provision of data and reports in relation to complaints trends Ensure that complainants are kept informed at all stages of the progress of their complaint including when changes or delays occur within the agreed timescale Liaise with all levels of staff across the organisation to ensure that complaints are handled speedily and effectively Provide administrative support in the organisation of internal or external meetings for the resolution of complaints, including minute taking. Contribute to learning lessons events so that local actions can be implemented across the Trust Support the KO41 process, ensuring that all required information is in place Friends & Family Test Provide administrative support for the Friends and Family Test by monitoring response rates and preparing data for feedback to the wards and specialties to ensure that they are aware of reported patient experience. Prepare Friends and Family data for the monthly Quality report to ensure the trust is aware of reported patient experience. Providing support for external reporting of the friends and family test data. Work collaboratively to help ensure that queries and concerns are dealt with or escalated effectively. Assist in the provision of data for the Monthly Balance Scorecard. Interpreting Services Ensure that issues raised by service users are documented and escalated appropriately Improving Patient Experience Provide information and data to staff who wish to measure the impact of their quality improvement projects on patient experience Use your knowledge of patient concerns to identify possible patient experience improvement projects Participate actively in identified projects to improve patient experience including helping to develop patient stories Provide training for other staff in the Trust in providing high quality patient experience Provide administrative support for identified Trust wide patient experience projects Work collaboratively with all members of the Quality Team and other members of the Trust.