Patient Advice & Liaison Officer (PALS)

Barts Health NHS Trust; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Barts Health NHS Trust is seeking two PALS Officers to join their Governance Team at the Royal London Hospital. The role involves providing guidance and support to patients, addressing concerns, and ensuring high-quality patient experiences. Candidates should possess strong communication and problem-solving skills, with an emphasis on compassionate care.

Benefits

Inclusive working environment

Opportunities for professional development

Qualifications

• Experience in a patient-facing role preferred.
• Strong interpersonal skills to engage with patients and families.
• Ability to handle sensitive information with confidentiality.

Responsibilities

• Handle patient, relative, and carer enquiries with compassion.
• Address concerns and complaints proactively.
• Liaise with clinical and non-clinical teams for resolution.

Skills

Compassionate guidance

Communication

Problem-solving

Job description

We have an exciting opportunity for two PALS Officers to join the Governance Team at the Royal London Hospital. These roles are based at the Royal London but support the PALS service across both Royal London and Mile End Hospitals, offering advice, support, and guidance to patients, relatives, carers, and visitors.

About The Role

As a PALS Officer, you will:

• Handle patient, relative, and carer enquiries, offering clear and compassionate guidance.
• Address concerns and complaints proactively, working with hospital divisions to resolve issues and improve patient care.
• Liaise with clinical and non-clinical teams to ensure concerns are resolved promptly and feedback is communicated effectively.
• Signpost patients and families to appropriate hospital services, community resources, and support services.
• Gather and analyse feedback from patients and families to improve patient experience and identify service improvements.
• Ensure patients and families have access to clear, accurate, and accessible information about hospital services.
• Maintain accurate and confidential records of all interactions in line with governance requirements.
• Support the implementation of patient experience initiatives aimed at improving the overall hospital service.
  
  

The PALS Office role is integral to providing an identifiable, accessible service to assist patients and carers with enquiries and concerns involving Trust services. The PALS Office acts as a facilitator, working closely with staff and managers to resolve concerns in a timely and effective way in order to achieve the best possible outcome for patients. They advise patients on the NHS complaints procedure and provide information about independent complaints advocacy services. They act as a catalyst for change, feeding back patients’ and carers’ views and recommending actions to resolve problems, promoting continual service improvement.

The post-holder will work within the Site Governance Team under the leadership of the Patient Advice and Liaison Team lead to provide a high quality and responsive patient-centered service for all users.

Barts Health is one of the largest NHS trusts in the country, and one of Britain’s leading healthcare providers.

The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.

Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.

We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.

For further details / informal visits contact: Name: Ayesha Campbell Job title: Head of Governance and PALS Email address: [e-mail]