Quality and Patient Care

Buckinghamshire Healthcare NHS Trust; Amersham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A regional healthcare provider in Amersham is looking for a compassionate PALS & Complaints Officer to join their Patient Experience team. This key role involves handling patient concerns, providing information, and ensuring compliance with NHS regulations. Ideal candidates will have experience in conflict resolution and a strong understanding of patient rights. The position offers opportunities for flexible working and professional development.

Benefits

Learning and development opportunities

Flexible working opportunities

Health and wellbeing services

Qualifications

• Evidence of working in NHS Complaints or Advice Services.
• Experience dealing with conflict situations.
• Understanding of patient liaison and confidentiality.

Responsibilities

• Deliver impartial Patient Relations and Experience Service.
• Manage formal complaints from receipt to resolution.
• Liaise with teams for local resolution meetings.

Skills

Clear written and verbal communication

Conflict resolution

Collaboration with teams

Education

Degree Level or equivalent Experience

Short courses related to NHS Complaints

Tools

Datix or similar software databases

Job description

Job overview

We are seeking a compassionate, proactive, and highly organised PALS & Complaints to join our Patient Experience team. This pivotal role acts as the first point of contact for patients, families, and carers who need advice, support, or wish to raise concerns about their care. You will provide a visible, responsive service that promotes trust, resolves issues quickly, and ensures compliance with NHS Complaints Regulations.

Main duties of the job

Key Responsibilities

• Deliver an impartial and effective Patient Relations and Experience Service by listening, understanding, and resolving concerns promptly.
• Provide clear information and signposting about Trust services and patient rights.
• Manage formal complaints from receipt to resolution, ensuring investigations and responses meet policy and statutory requirements.
• Liaise with clinical and non‑clinical teams to facilitate local resolution meetings and negotiate solutions.
• Maintain accurate records on Datix and contribute to trend analysis for service improvement.
• Support learning from feedback and help embed a culture of openness and continuous improvement.

Working for our organisation

What does Buckinghamshire Healthcare NHS Trust offer you?

• As part of our BHT family, you’ll benefit from learning and development opportunities to support your career progression.
• We offer flexible and agile working opportunities, alongside your NHS benefits of generous annual leave entitlement, pension and access to NHS discount schemes.
• We provide a range of health and wellbeing services to promote a healthy, happy workforce.

Why work for us?

• We’re committed to promoting inclusion and making sure all colleagues feel they belong. We encourage new colleagues from a diverse range of backgrounds to apply.
• As an employer, we aim to create a workplace where differences are valued, and colleagues treat one another with dignity and respect.
• Greater diversity within our BHT family improves positive outcomes for the people and communities we serve.

What do we stand for?

• Our vision is to provide outstanding care, support healthy communities and be a great place to work.
• Our mission is to provide personal and compassionate care every time.
• Our CARE values are collaborate, aspire, respect and enable.

Person specification

Education, Qualification and Training

Essential criteria

• Evidence of working in the area of NHS Complaints / Advice Services with evidence of relevant short courses and self‑study.

Desirable criteria

• Degree Level or equivalent Experience.

Experience

Essential criteria

• Experience of dealing with conflict situations, facilitating resolution and identifying solutions.
• Experience of working with patients and the public in an advisory capacity.
• Understanding of patient and public involvement, patient liaison, claims and formal complaints within the NHS.
• An excellent understanding of confidentiality and consent issues.
• Experience of using Datix or similar software databases.

Skills, Abilities and Knowledge

Essential criteria

• Clear written and verbal communication for letters, emails, and reports.

Desirable criteria

• Skilled in mediating between patients and staff to achieve timely local resolution.
• Handle multiple cases, meet deadlines, and maintain accurate records.
• Collaborate effectively with clinical and non‑clinical teams, external agencies, and advocacy services.

Special Circumstances

Essential criteria

• Able to travel to other sites and off site as necessary.

PPE requirements

Buckinghamshire Healthcare NHS Trust requires all colleagues to wear appropriate personal protective equipment (PPE) in accordance with our infection prevention and control procedures.

COVID‑19 and Flu vaccinations remain the best way to protect yourself, your family, your colleagues and of course our patients from the viruses when working in our healthcare settings. We encourage our staff to be vaccinated when recommended.

Application deadline

This post will close on the closing date stated at midnight, however if we receive a large number of applications or there is a change in circumstance, we may be required to close a job before the advertised date.

Application information

If you are offered a job, information will be transferred into the national NHS Electronic Staff Records (ESR) system.

Shortlisting

The monitoring and safeguarding sections are not made visible to the shortlisting panel. The safeguarding section may be made visible to the interview panel, dependent on the role being recruited into.

Travel expenses

It is Trust policy that travel expenses for interviews will not be reimbursed.

Smoking

All Trust sites are NO SMOKING. Smoking in all areas of the buildings and premises is prohibited.