PALS Officer: Patient Experience & Resolution

Transformation Unit; Great Yarmouth; Hybrid; GBP 26,000 - 27,000; Full time

Job summary

James Paget University Hospitals NHS Foundation Trust is seeking a PALS Officer to join the Patient Advice and Liaison Service. The role is band 3, full-time (37.5 hours per week) with a permanent contract and may require 7-day service in the future, including some weekend work.

The post focuses on handling PALS enquiries, concerns and feedback from patients, carers and visitors, providing frontline support and signposting, and ensuring timely resolution where possible.

Qualifications

• Excellent communication skills and interpersonal handling with patients and staff.
• Proficient IT skills with databases and case management systems.
• Ability to respond to senior clinicians to reach resolution.
• Experience working in or with healthcare settings is desirable.

Responsibilities

• Manage day-to-day PALS enquiries and concerns in person, by phone, and by email.
• Record all contacts and outcomes in the Trust’s risk management system (QSAFE).
• Provide non-clinical advice and practical support to patients, carers and visitors.
• Identify and escalate safety concerns where appropriate.
• Promote the PALS service and keep information up to date on the Trust website.

Skills

Excellent communication

IT skills with databases

Respond to senior clinicians

Work under pressure

Education

5 GCSEs including English

Communications skills training

Healthcare environment experience

Job description

James Paget University Hospitals NHS Foundation Trust is seeking a PALS Officer to join the Patient Advice and Liaison Service. The role is band 3, full-time (37.5 hours per week) with a permanent contract and may require 7-day service in the future, including some weekend work.

The post focuses on handling PALS enquiries, concerns and feedback from patients, carers and visitors, providing frontline support and signposting, and ensuring timely resolution where possible.