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Job summary

Main area
PALS and Complaints
Grade
NHS AfC: Band 4
Contract
Permanent
Hours
  • Full time
  • Flexible working
37.5 hours per week (per week)
Job ref
193-8376667CORB4PALS
Employer
Royal Berkshire NHS Foundation Trust
Employer type
NHS
Site
PALS Office Royal Berkshire Hospital
Town
Reading
Salary
£28,392 - £31,157 per annum pro rata
Salary period
Yearly
Closing
16/11/2026 23:59
Interview date
25/11/2026

Employer heading

Royal Berkshire NHS Foundation Trust logo

PALS Coordinator

NHS AfC: Band 4

At the Royal Berkshire NHS Foundation Trust we put our patients at the heart of every element of health and care that we provide. The Trust works together as a community to deliver its vision which is “Working together to provide outstanding care for our community.”

Royal Berkshire Hospital are pleased to announce that following our CQC inspection we have been rated ‘Good’ with inspectors reporting that we have made significant improvements.  The Trust’s overall rating has also improved to ‘good’.  

We are Compassionate in our thoughts, words and actions

We are Aspirational and have a true desire to be dynamic and to innovate

We are Resourceful and responsible in the way we work and live

We are Excellent in our development, fairness and sharing best practice

At the Royal Berkshire NHS Foundation Trust, we value candidates who bring their unique personalities, skills, and experiences to the Trust. When completing your application, we encourage you to highlight your individual achievements and strengths, showing us how they align with the requirements outlined in the job description and person specification. While we recognise that some applicants may use AI tools during the process, please be mindful that AI-generated responses can often lack the personal detail and relevance needed to demonstrate your suitability for the role. AI generated content is discouraged by the Trust and may diminish the candidates chances of success.

Amazing things happen at the Royal Berkshire NHS Foundation Trust; delivered by amazing people so why don’t you come and join us.  We offer a range of learning and development for all employees may you be clinical or non-clinical.  

Please note: all vacancies automatically close when 50 applications have been received.

Job overview

PLEASE NOTE: Sponsorship is not normally available for this vacancy - applicants must have the right-to-work in the UK for this role by their proposed start date. 

To provide administration support to the PALS and complaints team

To Log PALS and complaint in an accurate and timely way on to the CRM system

To have compassion and professionalism with patients when raising PALS concerns

To work in a team with all  required colleagues colleagues 

Main duties of the job

Be the first point of contact for PALS concerns and enquiries, answering the telephone and responding to emails, as well as seeing patients, relatives and carers in person.

 

Enter all enquiries onto the DATIX system, ensuring all records are accurate, enabling efficient management of the PALS department and the PALS processes. Maintain accurate and contemporaneous records on the Trust’s DATIX system.

 

Plan, organise and take full responsibility of your workload, acting independently within appropriate guidelines and where necessary referring to PALS Manager.

 

Communicate under pressure, remaining calm and avoiding conflict, dealing with people who may be in a highly emotional state or recently bereaved. These difficult conversations may be planned or unplanned.

 

 

Working for our organisation

Diversity makes us interesting… Inclusion is what will make us outstanding.

Inequality exists and the journey to eliminate it is not easy. Every step we take will be a purposeful step forward to deliver a truly inclusive culture where all our people are enabled to deliver outstanding care, where background is no barrier, and where everyone can be their authentic self and we truly represent our patient community.

We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where possible. All applicants who have a disability and meet the minimum criteria for the post can opt for a guaranteed interview.

We support flexible working wherever possible, with requests considered on an individual basis taking into account service requirements, operational needs and the requirements of the role.

Our primary method of communication will be via email. However, if you would prefer to be contacted through a different method, please inform the recruitment team.

If you need additional help with your application please get in touch by calling the recruitment team on 0118 322 6997 or 0118 322 5342.

Detailed job description and main responsibilities

Use highly refined communication skills to show empathy and compassion when liaising with patients, relatives and carers. 

 Draft written responses to PALS concerns, using a high standard of grammar and punctuation.

 Respond to all PALS concerns within the timescale set by the Trust and monitor own workload to ensure response times are met.

 

Have an understanding and ability to differentiate between issues that can be dealt with very quickly (PALS concerns) and do not need to go through the formal complaint process.

 

To liaise with external agencies, e.g. Public Health Service Ombudsman, Coroner’s Office.

  Ensure that the PALS processes adhere to Data Protection/ Confidentiality/ Caldicott / GDPR principles.

  Actively promote diversity, including race diversity, across the Trust.  Generate and sustain relationships that promote dignity, rights and responsibilities. Identify and take action to address discrimination and oppression.

 Assume a central role in problem solving and service co-ordination to ensure patients and carers receive high standards of seamless quality care.

  Work in collaboration with the interdisciplinary teams throughout the Trust to support and compliment their care and the quality of the service provided.

 Monitor and maintain the health, safety and security of self and any practitioners in work area. Identify risks in work activities and develops strategies to manage these effectively. Practice within risk management/ occupational health legislation and Trust procedures.

  1. work in line with RBH policies and procedures
  2. Develop own skills, taking responsibility for continuing professional development and performance.

This job description should be regarded as a guide to the planned duties and responsibilities of the post.  The description is not exhaustive and will be subject to periodic review in consultation with the post-holder.

Person specification

essential

Essential criteria
  • educated to A-level or equivalent
Desirable criteria
  • degree level qualification
  • NHS experience
  • problem solving

essential

Essential criteria
  • Customer Service experience
Desirable criteria
  • 5 years experience

essential

Essential criteria
  • Problem solving
  • working independantly
Desirable criteria
  • attention to detail

Employer certification / accreditation badges

Apprenticeships logoNo smoking policyCare quality commission - GoodArmed Forces Covenant Gold AwardMindful employer.  Being positive about mental health.Disability confident employerStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Florence Nightingale FoundationNational Preceptorship for Nursing Quality Mark 2024

Application numbers

This vacancy will automatically close when 50 applications have been received.

Documents to download

Apply online now

Further details / informal visits contact

Name
Matt Russell
Job title
Deputy Head of PALS and Complaints
Email address
[email protected]
Telephone number
0118 322 8025
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