Patient Advice & Liaison Service Officer (PALS)

Powys Teaching Health Board; Bronllys; On-site; GBP 30,000 - 40,000; Full time

Job summary

A health service organization is seeking a motivated Patient Advice & Liaison Services Officer in Bronllys, UK. This role focuses on improving patient experiences, managing enquiries, and supporting concern resolutions. Candidates should have relevant education, experience with sensitive information, and strong communication skills. The organization values personal development and offers career pathways in a supportive environment. Welsh language skills are desirable but not mandatory.

Benefits

Career development opportunities

Supportive work environment

Work-life balance emphasis

Qualifications

• Educated to Degree level or possess equivalent knowledge and experience.
• Experience of working with sensitive information.
• Knowledge of the NHS/HB Complaints procedure.

Responsibilities

• Support role in promoting excellent patient experience.
• Manage patient enquiries and concerns effectively.
• Facilitate issue resolution with health board staff.

Skills

Communication

Negotiation

Analytical skills

Problem-solving

Time management

Education

Degree level education or equivalent experience

Tools

Datix system

Microsoft Office Suite

Job description

This post is Fixed term for 12 months due to maternity cover.

We are seeking a highly motivated and enthusiastic Patient Advice & Liaison Services Officer to join our Quality and Safety Team. With a responsibility for improving patient experience, dealing with enquiries and supporting the management of concerns.

The post holder will play a key role in how the Health Board listens and learns from the people of Powys, the patient stories and their experiences, taking account of Welsh Government guidance for the People’s Experience Framework, Listening to People, and compliance with Health and Care Standards.

Main duties of the job

The Patient Advice and Liaison Service Officer's key responsibility will be to support the role of the Governance & Patient Experience Team in promoting excellent patient experience and contributing to continuous improvements to deliver the highest possible standards of care.

The post holder will work as part of the Quality and Safety Team, and will develop and maintain close working relationships with frontline staff and managers to ensure an impartial, personal, effective and efficient support service to patients and service users, relatives and carers, and Health Board staff.

The Patient Advice and Liaison Service Officer will ensure that patients are supported in raising issues at the earliest stage and resolving as soon as possible to minimise harm and anxiety. They will need to be proactive and dynamic in resolving issues as they arise or facilitating the resolution of these by liaison with relevant professional and managerial staff across the hospital site or wider Health Board.

About us

Being the smallest Health Board in Wales means that you won't get lost in the crowd. Everybody at Powys Teaching Health Board is valued for the contribution they make to our varied and diverse portfolio of community-based services. Together, we can continue to make a real difference to our patients and build on our unrivalled reputation.

As a supportive and progressive employer, we actively encourage you to carve out a career with us, through a range of development pathways. We're also lucky enough to be situated in one of the most beautiful rural counties in Britain, let alone Wales! Achieving a healthy 'life work' balance is essential, and something we recognise by prioritising your well‑being.

To start your journey with us, and to learn more about what we can offer you please visit: https://pthb.nhs.wales/working-for-us/. There you will find information about our benefits and values, read staff experiences and more about what our beautiful county has to offer.

Job responsibilities

For a detailed description of the main responsibilities for this post, the job description is attached.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Person Specification

Qualifications and Knowledge

• Educated to Degree level or possess equivalent skills, knowledge and experience
• Experience of working with complex and sensitive information
• Evidence of continuous professional development
• Detailed knowledge of the NHS/HB Complaints procedure, Data Protection, Public Involvement agenda, Clinical Governance including internal knowledge and experience
• Analyse informal Complaints trends
• Undertake/implement patient surveys and analyse and report findings
• Knowledge and experience of the administration and use of the Datix system
• Knowledge of the Listening to People requirements
• Knowledge and experience of managing Concerns in the NHS

Experience

• Previous office/secretarial experience
• Multi‑professional team working
• Significant experience in customer care
• Experience of dealing with complex issues in a large organisation
• NHS experience

Skills and Attributes

• Communicate with staff at all levels within and outside the organisation
• Possess excellent negotiation skills to be able to advocate on behalf of the service user
• Ability to take and transcribe minutes as and when required
• Well‑developed verbal and written communication skills
• Articulate and escalate important issues in a clear and logical way
• Analytical and problem‑solving skills
• Ability to make balanced and sound judgments
• Ability to produce specialist written reports on all related areas
• Evidence of meeting demanding deadlines within required timeframes
• Computer skills, with working knowledge of databases, spreadsheets and presentation packages
• Good organisational and time management skills and ability to carry out tasks within tight deadlines
• Some ability to speak, read and/or write Welsh, or an eagerness to learn

Other

• Flexible and adaptable approach to work
• Highly motivated
• Reliable and committed
• Enthusiastic, constructive and creative in the face of challenges

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.