PALS Officer

Job Overview

The Patient Advice and Liaison Service (PALS) team offers a readily available, responsive support system providing immediate advice, assistance, and resolution to patients, their families, and the public who have concerns about their healthcare experience.

We are looking for a dedicated and dynamic individual who embodies the right values and behaviors to join our team. Essential qualities include enthusiasm, motivation, sensitivity, and tactfulness, coupled with outstanding communication and interpersonal abilities.

Qualifications and Experience

The successful candidate will possess at least a diploma-level education or its equivalent and demonstrate competency in managing conflicts, mediating disputes, and collaborating effectively with people from diverse backgrounds.

Work Environment

The service operates across The Royal Shrewsbury Hospital and The Princess Royal Hospital in Telford, with primary placement at The Princess Royal Hospital but with responsibilities that include coverage at both sites to fulfill service requirements.

Key Responsibilities

• Attend to and support patients and service users in raising informal issues or concerns.
• Coordinate promptly with relevant clinical departments to address and resolve raised concerns.
• Guide and advise patients and service users in handling problems related to their healthcare requirements.
• Contribute to a team that actively seeks swift and effective resolution of concerns, utilizing feedback to improve patient experience.
• Engage with patients, relatives, and staff in delicate and sensitive circumstances to ensure issues are resolved and that lessons learned lead to service improvements.

Organizational Values and Commitment

Aligned with the Trust’s Poppy’s Promise, all team members are expected to provide compassionate care, ensuring dignity, empathy, and respect are consistently upheld. This role demands a commitment to effective communication, active listening, clear and kind explanations, and recognition of individual needs.

Joining this team offers a valuable perspective on patient journeys within the health system and the opportunity to work in an inclusive and collaborative environment that prioritizes patient and relative support. Continuous learning and skill development related to PALS and the Complaints system will be supported.

Further Information

For comprehensive details on duties and responsibilities, please consult the formal Job Description document.