PALS Officer Job at Nottingham University Hospitals NHS Trust – Nottingham

Band 3

Main area



Band 3


Fixed term: 12 months (Secondment for internal candidate)


Full time – 37.5 hours per week

Job ref



Queen’s Medical Centre




£20,330 – £21,777 per annum

Salary period



29/08/2022 23:59

Job overview

This is an exciting opportunity based in our busy Patient Advice & Liaison Service (PALS) office working as a PALS Officer.

You will be supporting and working with the team to deliver a patient-centred service to patients, relatives and carers who raise concerns and enquiries.

You will act as a point of contact for service users, providing information, signposting and working with Trust staff and external health and social care organisations to aid in prompt resolution of concerns.

You will be responsible for managing a daily case load in a fast-paced environment and ensure that data regarding PALS concerns and enquiries are accurately recorded on the Trust’s database.

You will work closely with and support the Senior PALS Officer with daily tasks and will have previous face to face customer service experience and excellent typing and administration skills.

Main duties of the job

In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.

Able to manage a caseload of PALS concerns and enquiries.

Able to act with compassion and display empathy in sometimes challenging situations and difficult conversations.

Able to manage walk in enquiries, telephone calls and emails, working in a fast paced environment.

Confident in liaising with Divisional staff to aid resolution of concerns and enquiries.

A good working knowledge of Trust systems and processes.

Excellent typing ability and knowledge of Microsoft systems (outlook, word and Excel).

Working for our organisation

You will be working with a very friendly team who pride ourselves in not only providing excellent service to patient, relatives and carers, we are incredibly supportive of each other.

You would be primarily based at QMC but may be required to work at the City Hospital.

Hours of work are 8.30 to 4.30 Monday to Friday. We have a flexi time system in place which allows for some flexible working, whilst maintaining our service.

Detailed job description and main responsibilities

Please see full job description:
To act as an initial point of contact for patient requesting information or raising concerns within the Trust.

Provide a confidential service for people who wish to discuss aspects of their care or treatment.

Respond to matters of concern which patients/carers may wish to raise and to act as a facilitator, providing advice, support and direction, ensuring that issues are resolved as quickly and efficiently as possible.

To act as a facilitator in relation to the concerns of patients, their carers and families and to negotiate immediate solutions or resolution of issues as speedily as possible.

To respond appropriately to the emotionally demanding aspects of dealing with patients/carers in distress, or with any unpredictable aggressive behaviour displayed by patients/carers/relatives unhappy about some aspect of their care or trust service.

To ensure all correspondence or patient contact is acknowledged within the national guidance and patients or their advocates are kept informed on developments in their case.

To provide information about Trust services and advice or guidance to complainants, respondents and Trust services on the NHS complaints procedure

To provide help to patients, carers and families in accessing Trust services, local and specialist advocacy services, or other voluntary services including interpreting services as appropriate.

To refer health record requests or similar appropriate issues to the Data Management Team.

To ensure patients are referred to external or special advocacy services either where requested to do so or where this is appropriate.

Ensure that comprehensive documentation is completed and filed securely for all clients where issues of concern have been raised or when referring a client on to other professionals.

To refer service users to the complaints process in line with national and local policy, ensuring that complaints are sent to appropriate Directorate, Senior Manager, Director and/or respondent promptly on receipt.

To build and maintain good relationships with clinical and non-clinical staff across directorates, departments and with external organisations to gain public and professional confidence.

To build and maintain good relationships with key stakeholders, service user groups and the local community.

Ensure the internal and external distribution of Patient Information as required.

Ensure Patient Information stock control processes including keeping the information centre stocked with books, booklets, leaflets, audio and visual productions.

To ensure that activity relating to the 4C’s is recorded onto the DATIX database.

To prepare reports identifying trends and lessons learnt to support improvements to service delivery.

Assist in the internal distribution of Patient Information as required.

Participate in the evaluation and monitoring of the Service.

Person specification

Training and qualifications

Essential criteria

NVQ 3 in customer service, typing qualification, IT qualification

Desirable criteria



Essential criteria

Experience in working in a front facing customer service environment

Desirable criteria

Previous NHS complaints or PALS experience

Communication and relationship

Essential criteria

Able to provide information to end users, tailoring the provision of information to facilitate understanding. Able to act as a facilitator in order to achieve a desired outcome. Able to be highly empathetic towards the concerns of patients and carers. Able to receive highly sensitive information and action it whilst taking account of confidentiality issues.

Analytical skills

Essential criteria

Able to receive and manage sensitive information and decide the most appropriate course of action.

Planning & organisational

Essential criteria

Able to priorities tasks and ensure timeframes are met


Bring your whole self to work for us at NUH. We love diversity and we value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world class healthcare to the diverse patient populations we serve.

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are currently under-represented at NUH.

Covid-19 vaccination: remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We continue to encourage our current and potential colleagues to get vaccinated. For helpful advice and information about the Covid-19 vaccination and how to access visit: https://nottsccg.nhs.uk/covid-19/covid-19-vaccinations/

Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.

Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.

Easy read application: if you have a disability and find it difficult to complete our online application form, you can apply via our easy read application which you can find on the intranet https://www.nuh.nhs.uk/easy-read-job-application

Salary: The quoted salary will be on a pro rata basis for part time workers.

Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.

At Risk of redundancy: NHS employees within the East Midlands who are ‘at risk’ of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.

Skilled Workers Visa: We welcome applications from individuals who require a skilled worker visa in line with the Home Office regulations. NON-UK/NON SETTLED candidates may not be appointed, if a suitably qualified and skilled UK/SETTLED candidate is successful at interview stage as it is unlikely that the Trust is able to satisfy the Home Office Visa requirements

ID and Right to work checks: NUH authenticate all ID and right to work documentation such as passports, visa’s and driving license through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.

Transfer of information: If I have previous NHS service – I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts. I also consent to the Occupational Health Department confidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.

Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£41.90 for enhanced and £21.90 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month’s pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.

About the Company

Company: Nottingham University Hospitals NHS Trust –

Company Location:  Nottingham

Estimated Salary:

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