Patient Experience & PALS Coordinator

The Royal Wolverhampton NHS Trust; Wolverhampton; On-site; GBP 31,000 - 38,000; Full time

Job summary

A leading NHS Trust in the West Midlands is seeking a dedicated Patient Experience Coordinator to manage the Patient Advice and Liaison Services (PALS) and complaints process effectively. The successful candidate will coordinate responses, provide customer service, and gather patient feedback to enhance care quality. With responsibilities including compliance management and training for staff, this role requires strong communication skills and experience in a health or service environment. Salary ranges from £31,049 to £37,796 annually, pro rata.

Qualifications

• Experience in a co-ordination role in health or customer service.
• Knowledge of PALS and NHS complaints procedures.
• Experience of producing reports and presentations.
• Ability to manage and supervise staff in complaints management.

Responsibilities

• Coordinate complaints and responses according to national guidance.
• Facilitate resolution of low-level problems raised by service users.
• Spread the ethos of patient experience throughout the Trust.
• Provide guidance to those accessing the PALS and complaints service.
• Produce relevant reports and training materials.
• Monitor progress in complaint investigations.

Skills

Customer service

Communication skills

Interpersonal skills

Negotiation skills

Presentation skills

Education

Degree or equivalent professional qualification

Tools

Excel

Job description

A leading NHS Trust in the West Midlands is seeking a dedicated Patient Experience Coordinator to manage the Patient Advice and Liaison Services (PALS) and complaints process effectively. The successful candidate will coordinate responses, provide customer service, and gather patient feedback to enhance care quality. With responsibilities including compliance management and training for staff, this role requires strong communication skills and experience in a health or service environment. Salary ranges from £31,049 to £37,796 annually, pro rata.