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PALS (Patient Advice and Liaison Service) Officer

Job Description

We are seeking to appoint Patient Advice and Liaison Support (PALS) Officers to support us to strengthen the service user and carer voice across our care groups within the organisation.

You will join a very committed, professional and friendly customer care team and be the interface within local services to actively listen to service users and carers feedback and concerns and seek to find local solutions for people. You will also be the interface between local services and our complaints officers for where local resolution isn't an option.

You will be compassionate with a solution focused approach and a commitment to service improvement and organisational development.

The postholder will:

• Actively listen to service user and carer feedback and concerns within their designated care group.
• Seek to find local resolutions for people.
• Be the interface between service users/carers, the service and complaints officers and follow Trust policies and procedures for PALS and handling of complaints.
• Keep full and accurate records for audit trail purposes.
• Be proactive in spotting themes and making suggestions for service improvements.
• Liaise with managers and senior leaders to inform the Trust quality improvement and organisational development agenda ensuring the service user voice is represented.
• Demonstrate integrity by taking responsibility for your actions and feeding back to service users and carers with regards to actions taken and progress

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