PALS Officer

CRH offers a wide range of exciting and rewarding opportunities for people who are passionate about providing exceptional patient care.

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Site Chesterfield Royal Hospital NHS Foundation Trust Town Chesterfield Salary £25,760 - £27,476 per annum Salary period Yearly Closing 01/10/2026 23:59

An exciting opportunity has arisen for an enthusiastic, resourceful and self-motivated Patient Advice and Liaison (PALS) Officer to join our Patient Experience and Complaints Team in a temporary role for a maximum of 6 months. This is a full time role, although job share will be considered for the right candidates.

Working as part of the Quality Governance Team, you will be responsible for ensuring an impartial, personal and effective PALS service is provided to patients, service users, relatives, carers, and Trust staff.

The PALS team provides an accessible and responsive service offering support and signposting for patients, relatives and members of the public who wish to raise queries or concerns about their care.

In this challenging post, you will work with patients, relatives and staff to ensure that complaints are resolved and improvement is embedded.

You will be educated to GCSE standard (or equivalent) in English Language & Maths with excellent communication, customer care, IT and organisational skills alongside outstanding interpersonal skills, a good telephone manner and the ability to work as part of a large multidisciplinary team.

You will have a good understanding of the NHS and experience of working with the public, including resolving issues and problems. Experience of working with complaints management systems is desirable.

We recognise that some situations you may be involved with are sensitive, complex and demanding, and we offer a supportive team environment within which you can expect supervision and personal development.

Interviews will be held in person at Chesterfield Royal Hospital.

Please be aware that we reserve the right to close the vacancy early should a high number of applications be received.

We recognise that AI tools can support application writing; however, candidates are asked to keep their use to a minimum as AI-generated content may result in generic answers that do not accurately represent your abilities.

CRH offers a wide range of exciting and rewarding opportunities for people who are passionate about providing exceptional patient care.

Our People Planshows how and why Chesterfield Royal Hospital is a great place to work. Our plan sets out our current position and outlines our priorities and the improvement actions that will help us achieve our
strategic aim of supporting and developing our
colleagues.

Key Result Areas

• To act as a compassionate point of contact for patients and other users of Trust services.
• To operate a frontline, patient facing service, taking details of complaints and raising these with relevant staff, to ensure they are dealt with in accordance with Trust Policy.
• To listen and respond to the concerns of service users relating to their experience of the Trust, explaining the options available for resolution and clarifying the outcomes sought.
• To obtain detailed information from service users, paying due care and attention to the sensitivity of their concerns, and to undertake investigation and follow-up action on their behalf.
• To ensure that issues raised with the PALS are responded to promptly and in accordance with timescales set out in Trust Policy.
• To use the Trust’s Risk Management System to record details of enquiries…