PALS Officer: Patient Experience & Quick Resolution

NUH; Nottingham; On-site; GBP 26,000 - 27,000; Full time

Job summary

Nottingham University Hospitals NHS Trust (NUH) is recruiting a PALS Officer to provide confidential, patient-centered information and support. You will help resolve concerns promptly, liaise with trusts and services, and support staff with complaints and advocacy processes.

The role emphasizes empathetic communication, accuracy in record-keeping, and contributing to service improvement through reporting and analysis. Salary is pro rata for part-time work, with a focus on patient experience.

Qualifications

• Experience in a customer service environment and handling complaints.
• Understanding of NHS complaints process and DATIX is desirable.
• GCSE English Language at level 4+ and IT qualifications.

Responsibilities

• Act as initial contact for patients asking for information or concerns.
• Respond to concerns with advice and direction; facilitate local resolution.
• Keep patients informed of progress and escalate when needed.
• Process and file documentation; support reporting and trends.

Skills

IT literacy

DATIX knowledge

Customer service

Complaint handling

Education

GCSE English Language

ECDL or IT qualification

Typing qualification

Tools

Microsoft Office

Data management systems

Job description

Nottingham University Hospitals NHS Trust (NUH) is recruiting a PALS Officer to provide confidential, patient-centered information and support. You will help resolve concerns promptly, liaise with trusts and services, and support staff with complaints and advocacy processes.

The role emphasizes empathetic communication, accuracy in record-keeping, and contributing to service improvement through reporting and analysis. Salary is pro rata for part-time work, with a focus on patient experience.