Patient Advice & Liaison Officer (PALS)

TN United Kingdom; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare provider seeks two PALS Officers to join the Governance Team at the Royal London Hospital. The role involves assisting patients and families with enquiries, resolving complaints, and improving patient care through effective communication and collaboration with clinical teams.

Qualifications

• Educated to degree level or equivalent.
• Significant experience in acute hospital organisations.
• Experience in counselling or customer service.

Responsibilities

• Handle patient enquiries and concerns with compassion.
• Liaise with clinical teams to resolve issues promptly.
• Gather feedback to improve patient experience.

Skills

Problem-solving

Communication

Counselling

Conflict resolution

Education

Degree level or equivalent

Project management qualification

Mediation diploma

Tools

Office IT systems

Job description

Social network you want to login/join with:

col-narrow-left

Client:

Barts Health NHS Trust

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

01c415fce985

Job Views:

4

Posted:

21.05.2025

Expiry Date:

05.07.2025

col-wide

Job Description:

Job overview

We have an exciting opportunity for two PALS Officers to join the Governance Team at the Royal London Hospital. These roles are based at the Royal London but support the PALS service across both Royal London and Mile End Hospitals, offering advice, support, and guidance to patients, relatives, carers, and visitors.
About the Role
As a PALS Officer, you will:
• Handle patient, relative, and carer enquiries, offering clear and compassionate guidance.
• Address concerns and complaints proactively, working with hospital divisions to resolve issues and improve patient care.
• Liaise with clinical and non-clinical teams to ensure concerns are resolved promptly and feedback is communicated effectively.
• Signpost patients and families to appropriate hospital services, community resources, and support services.
• Gather and analyse feedback from patients and families to improve patient experience and identify service improvements.
• Ensure patients and families have access to clear, accurate, and accessible information about hospital services.
• Maintain accurate and confidential records of all interactions in line with governance requirements.
• Support the implementation of patient experience initiatives aimed at improving the overall hospital service.

Main duties of the job

The PALS Office role is integral to providing an accessible service to assist patients and carers with enquiries and concerns involving Trust services. The PALS Office acts as a facilitator, working closely with staff and managers to resolve concerns timely and effectively to achieve the best outcomes for patients. They advise on NHS complaints procedures and provide information about independent advocacy services. They also feed back patients’ and carers’ views, recommending actions to resolve issues and promote service improvement. The post-holder will work within the Site Governance Team under the leadership of the Patient Advice and Liaison Team lead to deliver a high-quality, responsive, patient-centered service for all users.

Working for our organisation

Barts Health is one of the largest NHS trusts in the country and a leading healthcare provider. Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, providing safe and compassionate care. We aim to be an outstanding place to work, guided by our WeCare values, promoting inclusion, and supporting a diverse, inclusive working environment.

Detailed job description and main responsibilities

The full job description provides an overview of key tasks and responsibilities, with the person specification outlining qualifications, skills, experience, and knowledge required. Please view the attached documents for detailed information.

Person specification

Qualifications

Essential criteria

Educated to degree level or equivalent

Desirable criteria

Project management qualification or training

Certificated generic counselling qualification or training

Mediation diploma

Conflict resolution accredited training

Experience

Essential criteria

Significant experience in acute hospital organisations

Experience in counselling, PALS, customer service, or front-facing work with patients/public

Desirable criteria

Experience in other health or social care sectors

Experience with NHS complaint processes

Collaborative work with health or social care professionals

Knowledge

Essential criteria

Knowledge of Data Protection legislation and procedures

Knowledge of safeguarding legislation and procedures

Understanding of NHS complaint regulations and procedures

Knowledge of equality and diversity legislation

Proficiency with office IT systems, including databases

Ability to identify risks for self and others

High-level problem-solving skills

Desirable criteria

Knowledge of governance processes, including complaints, risk, and patient safety