PALS Officer: Frontline Patient Experience & Resolution

The Methodist Church in Britain; Chesterfield; Sur place; GBP 17 000 - 25 000; Temps partiel

Avantages offerts par ce poste

Supervision and personal development

Supportive team environment

Résumé du poste

Chesterfield Royal Hospital NHS Foundation Trust is seeking a part-time PALS officer to join the Patient Experience and Complaints Team. The role handles frontline queries from patients, relatives and staff, guiding issues to resolution in line with Trust policy.

This temporary post (up to six months) is 15 hours per week with supervision and development on offer. Interviews are held in person at the hospital, and the vacancy may close early if applications are high.

Qualifications

• GCSE English Language or equivalent
• GCSE Maths or equivalent
• Experience resolving issues and problems with the public
• Ability to communicate in sensitive situations and work in a fast-paced office

Responsabilités

• Act as a compassionate frontline point of contact for patients and service users
• Take details of complaints and concerns and route to resolution per Trust policy
• Listen to concerns, explain options for resolution and clarify outcomes sought
• Obtain information, investigate and follow up on service users' behalf
• Respond to issues promptly within Trust policy timescales
• Record enquiries on the Trust's Risk Management System
• Liaise with divisions to secure timely, appropriate resolution for complainants
• Support data quality checks, analysis and reporting on overdue responses
• Provide tracker reports and assist divisions to review complaints
• Assist patients, carers and families to access advocacy and interpreting services
• Escalate safeguarding or police concerns when needed
• Support continuous improvement and staff training related to complaints

Connaissances

Interpersonal skills

Active listening

Verbal & written communication

Telephone manner

MS Office

Record keeping

Prioritisation

NHS knowledge

Formation

GCSE English

GCSE Maths

Outils

Risk Management System

Patient Administration Systems

Microsoft Teams

Description du poste

Chesterfield Royal Hospital NHS Foundation Trust is seeking a part-time PALS officer to join the Patient Experience and Complaints Team. The role handles frontline queries from patients, relatives and staff, guiding issues to resolution in line with Trust policy.

This temporary post (up to six months) is 15 hours per week with supervision and development on offer. Interviews are held in person at the hospital, and the vacancy may close early if applications are high.