Patient Experience Officer

UHCW; Coventry; On-site; GBP 28,000 - 31,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Patient Advice and Liaison Service (PALS) professional. You will act as a central contact for patients and carers, guiding concerns through appropriate channels, and supporting resolution with empathy.

The role includes updating case records and ensuring compliance with data protection. The post requires GCSE English and Maths or equivalent, NHS experience preferred, and a commitment to patient-centred care within a diverse

Qualifications

• Recognised qualifications in literacy and numeracy (minimum GCSE English and Mathematics or equivalent).
• Previous customer-facing experience in NHS or healthcare setting is desirable.
• Experience handling complaints or concerns and using MS Office applications.

Responsibilities

• Provide highly visible point of contact for patients or representatives.
• Consult with enquirers to understand and detail their enquiry or complaint.
• Produce confirmation acknowledgements of complaint details and outcomes.
• Explain and agree how an enquiry or complaint will be investigated.
• Maintain understanding of data protection regulations and share information appropriately.
• Log contacts timely and update DATIX records.
• Refer clients to advocacy services when appropriate.
• Plan and facilitate complaint meetings and resolutions.
• Communicate complex information compassionately and advise on options if dissatisfied.

Skills

Excellent communication

Numeracy

People skills

Data handling

Education

GCSE English & Maths

Tools

Datix

Microsoft Excel

Job description

Main area Quality Department, Patient Advice and Liaison Service Grade NHS AfC: Band 4 Contract Fixed term: 6 months (Secondment will be considered for internal candidates – If you are successful after interview, you must obtain approval from your current line manager to accept the offer.) Hours

• Full time
• Part time
• Compressed hours

37.5 hours per week Job ref 218-AC-B4-8373000

Site University Hospitals Coventry and Warwickshire Town Coventry Salary £28,392 - £31,157 per annum Salary period Yearly Closing 02/11/2026 23:59 Interview date 12/11/2026

Job overview

The Patient Advice and Liaison Service (PALS) provide a central and visible point of contact for any service user requiring information or advice about the Trust’s services or on health related matters. Importantly, PALS provide confidential support and advice to service users who have concerns about the Trust’s services or the care and treatment being provided.

Where PALS are unable to quickly resolve a concern, they support the service user to access the Trust’s formal complaint process and other relevant support services.

From their unique perspective, PALS play a key role in sharing patient insight to aid continuous improvement, supporting the delivery of safes care along with an excellent experience.

Please be advised that sponsorship is not eligible for this post.

Secondment will be considered for internal candidates – If you are successful after interview, you must obtain approval from your current line manager to accept the offer.

Main duties of the job

To work within our integrated Quality Department to assist patients, carers and visitors to resolve concerns and enquiries they may have with any aspect of the Trust’s services; supporting them and showing them empathy in resolving their concerns. The post holder will:

• Work as part of a team, handling concerns and informal complaints within specified time limits.
• Liaise with enquirers, identifying the key points, agreeing an action plan and timescales and supporting the contact throughout the process.
• PALS officers are an integral part of the Real time feedback work which includes speaking to patients and their families on the wards.
• Log contacts in a timely and accurately way on DATIX.
• Update and analyse DATIX to identify trends and problems to be resolved.
• Assist in the processes that ensure the department and the Trust achieve statutory standards such as Care Quality Commission requirements

Working for our organisation

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

Detailed job description and main responsibilities

• To provide a highly visible point of contact for patients or a representative raising an enquiry or complaint.
• To function as a key point of contact for patients or their representatives through consulting with them to understand and to take details of their enquiry or complaint, whether that be in person, over the telephone or by written correspondence.
• To produce high quality confirmation acknowledgements confirming the complaint details and the patient’s or their representative’s desired outcome.
• To provide comprehensive support to those accessing and using the service through explaining and agreeing with them how their enquiry or complaint will be investigated.
• To maintain an exceptional understanding of data protection regulations and the PALS Policy to ensure that patient information in only shared when it is appropriate to do so.
• To ensure all contacts are kept fully updated throughout their case.
• To refer clients to advocacy services and other health and social care services when appropriate.
• To plan and facilitate complaint meetings and other methods of resolving patient, family, and carers’ concerns.
• Communicate complex and sensitive information to patients, relatives and carers in a compassionate manner and advise them of their options if they are dissatisfied with the outcome of their enquiry or complaint.
• Maintain an excellent awareness of the Trust’s Patient Safety Process and to recognise and flag when any issues raised within a complaint may constitute a patient safety incident.
• Work in close collaboration with staff across the Patient Relations Team and wider Trust to ensure we deliver a patient centred approach to the handling of enquiries and concerns.
• Maintain accurate and up to date electronic case records on the Trust’s incident management system and on other programmes, such as Microsoft Excel.
• Maintain a good working knowledge of accessibility standards to identify any requirements of service users and to make reasonable adjustments wherever required to provide an accessible service.
• Participate in appraisals and personal reviews and work to achieve agreed set objectives.
• Participate in appropriate training and development activities.
• When required cover the work of colleagues during periods of absence or peak workloads.
• Undertake any other duties as required by the Patient Experience management/coordinators in accordance with the grade and nature of the post.

For further details of the role please see the attached job description.

Qualifications

• Recognised qualifications in literacy and numeracy (minimum GCSE English and Mathematics or equivalent)

Experience

• Previous experience of working within a ‘customer facing’ environment. Previous experience of working in a Patient Experience role Working experience of MS Office applications including MS Word, Excel, Access, PowerPoint, Outlook.
• Previous experience of handling complaints or concerns Experience of working in an NHS Organisation Experience of facilitating meetings Use of NHS systems

Knowledge

• Experience of a wide range of administration procedures. Using databases/systems to input & extract key data. Good working knowledge of Microsoft Office computer packages. For example, Word, PowerPoint, Excel, and Access. Experience of working within a customer care environment in an advisory capacity. Experience of providing information in a clear and concise manner. Experience of dealing with conflict.
• Experience of working within the NHS or Healthcare Setting Knowledge of GDPR, clinical governance, acquired through training and experience. Aware of role of Patient Advice and Liaison Service (PALS) Experience in a similar role or equivalent knowledge. Experience of Datix system

Skills

• Excellent written and verbal communication skills. Excellent numeracy skills. Excellent people skills – both face to face and on the telephone Able to apply tact and sensitivity to establish trust and confidence Able to analyse problems and initiate effective solutions. Good decision-making skills and the ability to resolve complex work-related issues quickly and effectively. Well organised with the ability to autonomously prioritise work and meet tight deadlines. Able to use judgment and initiative to provide information and support. Ability to work in a confidential and sensitive manner. Ability to work effectively both as an individual and as part of team
• The ability to strictly adhere to the Trust policy on confidentiality and equal opportunities. Flexible to suit the needs of the service.

Commitment to Trust Values and Behaviours

• Evidence of demonstrating the Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect) and the associated Values in Action behaviours in the workplace. For posts with managerial responsibility only Evidence of promoting equality, diversity and inclusion, and ensuring fair and equitable practices throughout your work experience. Evidence of promoting a culture which helps individuals live behaviours aligned to our Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect)

To ensure that we provide world-class patient care, UHCW recruits people that can demonstrate the Trust’s Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.
Before applying, we encourage you to review the Trust’s Values and Behaviours which can be accessed on the right side of this page under the job description.
The Supporting Information Section in your application should therefore reflect your understanding of the Trust’s Values and associated Behaviours. You will be expected to provide us with examples from work experience and/or personal life which demonstrate these values through your behaviour.

The Trust is committed to Equal Opportunities within the workplace. All vacancies will be considered for Job Share unless otherwise stated. All applicants who have a disability and who meet the minimum criteria for the job will be interviewed. Where a post has an overwhelming response, this Trust may use random selection in order to reduce numbers to interview, any disabled applicants will automatically be guaranteed an interview and will be exempt from this process.

In submitting an application form, you authorise University Hospital Coventry & Warwickshire NHS Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you, including Occupational Health data (inoculations and screening tests). This data will be transferred using NHS Electronic Staff Record and third-party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post.

UHCW NHS Trust, by virtue of its Green Plan, is committed to ensuring that the way we provide services minimises the impact on the environment and the future health of the public e.g. zero waste to landfill, reducing our carbon footprint and increasing our recycling and reuse percentages.

If you are successful at interview you will receive a conditional offer of employment and we’ll ask you for information so that we can carry out pre‑employment checks. You must successfully complete all pre‑employment checks to progress to a final unconditional offer.

We must confirm the identity of our staff and their right to work in the United Kingdom. We will ask you to submit proof of your identity and right to work documents via a secure digital platform approved by the Home Office, named TrustID. Alternatively, you may be asked to attend our office with original documents.

Depending on you level of exposure with patients you may be required to undertake a Standard or Enhanced DBS. The cost of this check will be charged to you and will be deducted from your salary over the first 3 months of employment at the current rate.

All correspondence will be sent by email; please check your account regularly including your Junk/SPAM folders