PALS Officer

NHS Jobs; Nottingham; On-site; GBP 23,000 - 30,000; Full time

Job summary

Nottingham University Hospitals NHS Trusts is seeking a PALS Officer to provide confidential, responsive and patient‑centred information, advice and support to patients, relatives and staff. The post holder acts as the first point of contact, listens with empathy, clarifies issues and facilitates prompt local resolution while explaining the NHS complaints process.

You will maintain records on DATIX, monitor 4Cs activity, and support governance, service improvement and reporting.

Job description

The PALS Officer provides a confidential, responsive and patient-centred service for patients, relatives, carers and staff who need information, advice or support, or who wish to raise concerns, comments, compliments or complaints about Trust services. Acting as an initial point of contact, the post holder listens sensitively, manages challenging and distressing situations professionally, clarifies issues and facilitates prompt local resolution wherever possible. They explain the NHS complaints process, keep people informed about progress, and refer matters promptly to appropriate directorates, senior managers, advocacy, interpreting, voluntary, data management or specialist services. The role requires effective working relationships with clinical and non-clinical teams, external organisations, community groups and other stakeholders, while maintaining public and professional confidence. The post holder distributes and monitors stocks of patient information, records all 4Cs activity accurately and securely on DATIX, maintains comprehensive case documentation and supports the preparation of reports on activity, trends and lessons learned. They contribute to service monitoring, evaluation, governance and continuous improvement, using feedback to improve care and patient experience. The officer also follows Trust requirements for confidentiality, information governance, safeguarding, infection control, health and safety, record keeping, wellbeing, equality and all relevant policies, procedures and professional standards.

Nottingham University Hospitals NHS Trusts

Nottingham University Hospitals NHS Trusts