PALS Co-ordinator

Job overview

In this role, you will support and uphold the Trust’s values by providing a compassionate, respectful, and effective response to patient complaints, concerns, and enquiries within the Patient Advice and Liaison Services (PALS) office. You will be responsible for communicating with staff, patients, carers, and relatives in a way that is clear, empathetic, and appropriate to their individual needs and understanding. Each contact is unique, and you will manage a wide range of cases with professionalism and sensitivity. You will also support staff in dealing with complex or sensitive situations, offering an impartial and independent approach that promotes fair resolution and benefits both patients and staff. This role plays a key part in fostering a culture of openness, trust, and continuous improvement across the organisation. This is a hospital based role within Wexham Park that does not offer home working.

Please note that interviews for this role will be conducted in person. Virtual interviews via Teams will not be considered.

Visa Sponsorship: This position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the right to work in the UK for the full duration of the contract.

Main duties of the job

To provide a frontline response to listen to and resolve patients and service users concerns. Liaising with senior managers to coordinate a response and resolution in a responsive and timely way. To support staff in resolving ward based concerns for inpatients by visiting the ward alongside responding to email and telephone enquiries. Liaising with other service providers and signposting to other agencies and services where appropriate. Identifying service improvements and escalating to senior managers for consideration

Our team is driven by common values and vision shaping the service we deliver. Our purpose is to support patients in resolving problems or offering support or signposting at what can be a very difficult time for them. We have to be self motivators, objective and unbiased.

Detailed job description and main responsibilities

For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.