PALS Officer: Patient Experience & Resolution

Merseywestlancs; Knowsley; Remote; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Flexible working

Pension scheme

Staff health and wellbeing programme

Job summary

Mersey West Lancashire NHS Trust is seeking a PALS Officer to support patients, relatives and carers, resolving issues with sensitivity across NHS services. The role is primarily based at Whiston Hospital, with travel to other sites as needed.

Salient duties include guiding users, recording contacts on Inphase, and working with the Quality and Risk team. Flexible working and professional development are encouraged within a supportive NHS environment.

Qualifications

• NVQ3 level or equivalent qualification and experience
• GCSE level or equivalent qualification and/or experience
• RSA 2 in Typing / Word processing or equivalent qualification and/or experience

Responsibilities

• To provide information and guidance to patients, relatives and carers in a timely and efficient manner
• Record and feedback compliments from patients and carers; be accessible with a visible Trust presence
• Collaborate with staff and service managers to resolve concerns quickly
• Communicate with individuals in complex or sensitive situations to clarify concerns and options
• Take responsibility for recording PALS contacts on the Inphase system and share information with the right teams
• Support and signpost service users to appropriate advocacy or statutory services

Skills

Excellent communication

Problem solving

Initiative

Resilience under pressure

Teamwork

Education

NVQ3 level

GCSE level

RSA 2 typing

Job description

Mersey West Lancashire NHS Trust is seeking a PALS Officer to support patients, relatives and carers, resolving issues with sensitivity across NHS services. The role is primarily based at Whiston Hospital, with travel to other sites as needed.

Salient duties include guiding users, recording contacts on Inphase, and working with the Quality and Risk team. Flexible working and professional development are encouraged within a supportive NHS environment.