PALS Advisor: Patient Experience Champion

Oxford University Hospitals; Oxford; On-site; GBP 25,000 - 32,000; Full time

Job summary

The role sits within Oxford University Hospitals NHS Foundation Trust, delivering confidential and impartial support to patients, carers and the public in the Emergency Department context. You will be the first point of contact for concerns, enquiries, compliments and suggestions, helping to resolve issues promptly at the point of contact.

You will work with clinical and non-clinical teams, escalate complex cases under PALS policy, and maintain accurate case information on the Ulysses database,

Qualifications

• Degree-level education or equivalent knowledge, training and experience.
• Good literacy, numeracy and IT skills, including Word, Outlook and Excel.
• Knowledge of acute hospital priorities, NHS complaints processes, PALS core functions and national standards.
• Experience in customer service or a similar public-facing role.
• Experience handling confidential or sensitive issues.
• Excellent verbal and written communication skills.
• Ability to manage unpredictable workloads, prioritise effectively and meet deadlines.
• Empathy, professionalism, resilience and the ability to work as part of a team.
• Ability to use databases, preferably Datix or similar systems.

Responsibilities

• Providing confidential advice, guidance and support to patients, carers and the public.
• Responding to concerns received face-to-face, by telephone or by email.
• Liaising with clinical and non-clinical teams, matrons, divisional teams, complaints, legal and risk management colleagues.
• Escalating complex, sensitive, contentious or high-risk cases in line with PALS policy.
• Explaining the NHS complaints process and signposting to independent advocacy where needed.
• Recording, updating and maintaining accurate case information on the Ulysses database.
• Accessing patient records appropriately to support case resolution, while complying with information governance, data protection and Caldicott principles.
• Producing reports and sharing patient feedback to support learning and service improvement.
• Supporting junior team members and contributing to staff education and training around local resolution of concerns.

Skills

Communication skills

Empathy

Teamwork

IT skills

Literacy and numeracy

Handling sensitive issues

Education

Degree-level education

Tools

Datix

Job description

The role sits within Oxford University Hospitals NHS Foundation Trust, delivering confidential and impartial support to patients, carers and the public in the Emergency Department context. You will be the first point of contact for concerns, enquiries, compliments and suggestions, helping to resolve issues promptly at the point of contact.

You will work with clinical and non-clinical teams, escalate complex cases under PALS policy, and maintain accurate case information on the Ulysses database,