Patient Advice & Liaison Service Officer; PALS

Job summary

This post is Fixed term for 12 months due to maternity cover.

We are seeking a highly motivated and enthusiastic Patient Advice & Liaison Services Officer to join our Quality and Safety Team. The role is responsible for improving patient experience, dealing with enquiries and supporting the management of concerns.

The post holder will play a key role in how the Health Board listens and learns from the people of Powys, their stories and experiences, taking account of Welsh Government guidance for the People’s Experience Framework, Listening to People, and compliance with Health and Care Standards.

The Patient Advice and Liaison Service Officer’s key responsibility is to support the Governance & Patient Experience Team in promoting excellent patient experience and contributing to continuous improvements to deliver the highest possible standards of care.

The post holder will work as part of the Quality and Safety Team, developing and maintaining close working relationships with frontline staff and managers to ensure an impartial, personal, effective and efficient support service to patients, service users, relatives, carers and Health Board staff.

They will ensure that patients are supported in raising issues at the earliest stage and resolving them as soon as possible to minimise harm and anxiety. They will need to be proactive and dynamic in resolving issues as they arise or facilitating the resolution of these by liaison with relevant professional and managerial staff across the hospital site or wider Health Board.

Being the smallest Health Board in Wales means that you won't get lost in the crowd. Everybody at Powys Teaching Health Board is valued for the contribution they make to our varied and diverse portfolio of community‑based services. Together, we can continue to make a real difference to our patients and build on our unrivalled reputation.

As a supportive and progressive employer, we actively encourage you to carve out a career with us through a range of development pathways. We are also lucky to be situated in one of the most beautiful rural counties in Britain, let alone Wales! Achieving a healthy work‑life balance is essential and we prioritise your well‑being.

To start your journey with us and to learn more about what we can offer you please visit (Use the "Apply for this Job" box below). There you will find information about our benefits and values, read staff experiences and learn more about what our beautiful county has to offer.

Date posted: 12 February 2026

Pay scheme:
Agenda for change

Band:
Band 5

Salary: £31,516 to £38,364 a year

Contract:

Fixed term

Duration: 12 months

Working pattern:
Full‑time

Reference number: 070‑AC149‑1225‑A

Bronllys Hospital
Bronllys
LD3 0LU

For a detailed description of the main responsibilities for this post, the job description is attached.

The ability to speak Welsh is desirable for this post;
Welsh and/or English speakers are equally welcome to apply.

Essential

• Educated to Degree level or possess equivalent skills, knowledge and experience
• Experience of working with complex and sensitive information
• Evidence of continuous professional development
• Detailed knowledge of the NHS/HB Complaints procedure, Data Protection, Public Involvement agenda, Clinical Governance including internal knowledge and experience
• Analyse informal Complaints trends
• Undertake/implement patient surveys and analyse and report findings

Desirable

• Knowledge and experience of the administration and use of the Datix system
• Knowledge of the Listening to People requirements
• Knowledge and experience of managing Concerns in the NHS

Essential

• Previous office/secretarial experience
• Multi‑professional team working
• Significant experience in customer care
• Experience of dealing with complex issues in a large organisation

Desirable

• NHS experience
• Partnership working
• Risk management

Essential

• Communicate with staff at all levels within and outside the organisation
• Possess excellent negotiation skills to advocate on behalf of the service user
• Ability to take and…