PALS Officer: Compassionate Patient Experience Advocate

Sandwell and West Birmingham NHS Trust; Smethwick; On-site; GBP 23,000 - 28,000; Full time

Job summary

Sandwell and West Birmingham NHS Trust is seeking a PALS officer to resolve patient concerns, liaise with staff and external organisations, and provide compassionate, non-clinical information and guidance. You will act as a visible contact point for patients, relatives and carers, helping to deliver a positive patient experience.

The role emphasizes handling sensitive information, working within a busy NHS environment, and contributing to service improvements across the Trust and its partners.

Qualifications

• Experience in a customer-facing role.
• Experience handling sensitive information.
• Experience in NHS or healthcare setting.
• Experience using Datix or similar systems.

Responsibilities

• Deliver caring and compassionate advice and support to patients, relatives and carers, often in distressing circumstances.
• Work as part of a team to manage a complex caseload in a fast-paced environment, delivering an excellent user experience while meeting timeliness targets.
• Maintain accurate electronic case records on the Trust's case management system (Datix).
• Work closely with wider services/clinical groups, providing insight to aid service improvements.

Skills

Customer-facing

Communication skills

Handling sensitive information

Education

GCSE English & Maths

NVQ Level 3 in Customer Service

Continuous professional development evidence

Tools

Datix

Job description

Sandwell and West Birmingham NHS Trust is seeking a PALS officer to resolve patient concerns, liaise with staff and external organisations, and provide compassionate, non-clinical information and guidance. You will act as a visible contact point for patients, relatives and carers, helping to deliver a positive patient experience.

The role emphasizes handling sensitive information, working within a busy NHS environment, and contributing to service improvements across the Trust and its partners.