Patient Experience & Complaints Officer

Transformation Unit; Sefton; Hybrid; GBP 28,000 - 31,000; Part time

Job summary

Mersey and West Lancashire Teaching Hospitals NHS Trust is seeking a Patient Experience & Complaints Officer (Band 4) to join the Quality and Risk team. Based primarily at Whiston Hospital, the role involves guiding patients and their families, resolving concerns and providing information about hospital services.

The post may require travel across Trust sites and a commitment to excellent patient care. With a patient-facing focus and collaborative duties with staff and managers, the successful

Qualifications

• Experience in customer-facing roles is desirable.
• Strong communication and listening skills are essential.
• Ability to work under pressure and resolve concerns efficiently.

Responsibilities

• Provide support, guidance and information to patients, relatives and carers about Trust services and resolve concerns.
• Collaborate with staff and service managers to address service users' questions and issues promptly.
• Communicate empathetically in challenging situations to clarify concerns and outline options.
• Respond to diverse inquiries about Trust services and ensure appropriate information sharing within policy.

Job description

Main area Administration Grade NHS AfC: Band 4 Contract Permanent Hours Part time - 30 hours per week (Mon - Fri (Core Office Hours)) Job ref 409-8232347

Employer Mersey and West Lancashire Teaching Hospitals NHS Trust Employer type NHS Site Southport Hospital Town Kew, Southport Salary £28,392 - £31,157 Per Annum, Pro Rata Salary period Yearly Closing 25/10/2026 23:59 Interview date 03/11/2026

Patient Experience & Complaints Officer

NHS AfC: Band 4

After applying via NHS Jobs, your submitted application will be imported into our preferred Third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via the NHS Jobs website. By applying for this post you are agreeing to "name of trust" transferring the information contained in this application to its preferred applicant management system. If you are appointed to a post information will also be transferred into the national NHS Electronic Staff Records system.

Job overview

An exciting opportunity has arisen for an enthusiastic individual to join the Trust within the Quality and Risk team as a PALS officer.

This role involves providing support, guidance and advice for people who have concerns about various aspects of care or who want general information about our Trust services. The successful candidate will be a person who enjoys the challenge of resolving concerns whilst working with patients and families in this front facing customer services role.

The post is predominantly based at Whiston Hospital but there may be occasions when you may be required to travel and work across Trust sites.

Please be aware, that we may close a vacancy earlier than stated, should a sufficient number of applications be received, you are therefore advised to apply at your earliest convenience.

Working for our organisation

Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.

We strongly believe that the communities we serve should all have access to Five Star Patient Care.

Our Services:

Acute Care

Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.

Primary Care

Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.

Community Services

Providing adult community services for St Helens and wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.

Specialist Regional Services

We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.

Achievements:

• Rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
• National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme

Detailed job description and main responsibilities

• To support individual patients, relatives and carers to obtain answers to queries and resolve problems and concerns quickly and efficiently which may be received from various sources. Record and feedback compliments received by patients and carers. Be accessible with a visible presence in the Trust.
• Work collaboratively with staff and service managers to ensure that any concerns or problems raised by service users, carers and their families can be resolved as quickly as possible.
• Communicate with people who may be in complex and sensitive situations and who may be highly emotional, aggressive or anxious. This involves using communication skills on a daily basis to help service users/carers to clarify concerns and provide/identify options.
• Respond to diverse, sensitive and sometimes complex enquiries and concerns raised by the public, service users and carers about Mersey & West Lancashire Teaching Hospitals NHS Trust services referring to any applicable