# Patient Experience Officer > NHS job listing from Job Clerk for University Hospitals Coventry and Warwickshire NHS Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/patient-experience-officer/a010182d-4211-4c54-a3dc-27182448086e - **Markdown:** https://www.jobclerk.com/job/patient-experience-officer/a010182d-4211-4c54-a3dc-27182448086e.md ## Summary - **Status:** Live - **Employer:** University Hospitals Coventry and Warwickshire NHS Trust - **Location:** University Hospital - **Workplace type:** onsite - **Profession:** Officer (discipline unspecified) - **Grade:** Band 4 - **Salary:** £28,392 - £31,157 per annum - **Contract type:** 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.) - **Employment type:** Full time, Part time, Compressed hours, 37.5 hours per week - **Closing date:** 2026-11-02T23:59:00.000Z - **Posted:** 2026-10-19T14:40:43.930Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Warwickshire/Coventry/University_Hospitals_Coventry_Warwickshire_NHS_Trust/Quality_Department_Patient_Advice_Liaison_Service/Quality_Department_Patient_Advice_Liaison_Service-v8373000 - **Application URL:** https://apps.trac.jobs/job-advert/8373000?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.uhcw.nhs.uk ## Job Content ### 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. Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested. 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 ### 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 acknowledgments 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. ## Person Specification ### Skills **Essential** - - 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 **Desirable** - - The ability to strictly adhere to the Trust policy on confidentiality and equal opportunities. - Flexible to suit the needs of the service. ### Knowledge **Essential** - - 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. **Desirable** - - 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 ### Experience **Essential** - - 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. **Desirable** - - Previous experience of handling complaints or concerns - Experience of working in an NHS Organisation - Experience of facilitating meetings - Use of NHS systems ### Qualifications **Essential** - - Recognised qualifications in literacy and numeracy (minimum GCSE English and Mathematics or equivalent) **Desirable** - - IT Qualification/ experience - Customer care training - Communication - Skills training - Conflict Resolution training ### Commitment to Trust Values and Behaviours **Essential** - - 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) ## Documents - [candidate guide (pdf, 10.3mb)](https://www.healthjobsuk.com/documents?ddoc=2471) - [job description and personal specification (pdf, 456.4kb)](https://www.healthjobsuk.com/documents?vdoc=10706430) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.