Patient Experience & Complaints Officer (PALS)

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

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