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Job summary

Main area
PALS
Grade
NHS AfC: Band 4
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
223-PAL-594
Employer
The Shrewsbury and Telford Hospital NHS Trust
Employer type
NHS
Site
The Royal Shrewsbury Hospital
Town
Shrewsbury
Salary
£28,392 - £31,157 per annum/pro rata
Salary period
Yearly
Closing
10/08/2026 23:59

Employer heading

The Shrewsbury and Telford Hospital NHS Trust logo

PALS Officer

NHS AfC: Band 4

Job overview

The PALS team provides an accessible and responsive service by offering on the spot advice, support and resolution for patients, relatives and members of the public who wish to raise concerns about their care. 

We are seeking to appoint a committed and energetic individual who has the right values and behaviours to join our team. This individual must be enthusiastic, motivated, showing sensitivity and tact and able to demonstrate excellent communication and interpersonal skills.

Educated to diploma level (or equivalent) you should be able to demonstrate an ability to manage conflict, mediate between parties to resolve problems and work with people from a diverse range of backgrounds. In addition to helping others, you will benefit from this excellent opportunity to develop your skills which will support your career progression.    

The Trust runs the PALS Service from both The Royal Shrewsbury Hospital and The Princess Royal Hospital, Telford. 

The post will be primarily based at The Royal Shrewsbury Hospital with cross site working at The Princess Royal Hospital, Telford, required.

Main duties of the job

  • To listen and support patients and service users to raise informal concerns.  In so doing, you will need to then liaise with the relevant clinical areas to try and address the concerns raised, in a timely manner.
  • To advise and guide patients and service users in dealing with problems with their healthcare needs.
  • In this challenging post, you will join a team that aims to resolve concerns quickly and efficiently and uses the feedback obtained to influence and improve the patient experience.
  • Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives and staff to ensure that concerns are resolved and improvement is embedded. 

Working for our organisation

Our Poppy’s Promise Commitment

We believe that compassionate care sits at the heart of everything we do. Every member of our team —  clinical or non-clinical — plays a vital role in ensuring that patients, families, and colleagues are treated with dignity, empathy, and respect at all times.

We expect all staff to demonstrate compassion not only through their words, but through their actions: by listening attentively, communicating clearly and kindly, and recognising  individual needs, feelings, and circumstances of those in our care.

Effective communication is central to safe and high-quality healthcare. We value colleagues who take the time to understand others, explain information in a  meaningful way, and respond to concerns with patience and understanding.

By joining our team, you are committing to uphold these values — ensuring that every patient feels heard, respected, and valued, and that compassion is embedded in every interaction, every day.

Working with the PALS Service will provide an excellent overview of the patient journeys in the health system and an opportunity to belong to a team who put the Trust's values into practice with every patient or relative contact they have.  You will be part of a very inclusive team who work strongly together to ensure patients and relatives are supported and listened to.  You will be supported to learn new skills and gain knowledge for the PALS and Complaints system.

 

Detailed job description and main responsibilities

For full duties and responsibilities please refer to the attached document entitled Job Description.

Person specification

Qualifications

Essential criteria
  • Educated to Diploma level or equivalent experience
  • ECDL or equivalent IT and keyboard skills
Desirable criteria
  • Counselling qualification

Experience / Knowledge

Essential criteria
  • Previous experience of working in PALS or a customer care setting
  • Experience of working in the NHS with knowledge and understanding of current healthcare and patient safety issues
  • Knowledge of the NHS complaints regulations
  • Experience of using word, excel, databases and PowerPoint

Employer certification / accreditation badges

Apprenticeships logoPositive about disabled peopleAge positiveDisability confident leaderMindful employer.  Being positive about mental health.Pregnancy Loss PledgeDefence Employer Recognition Scheme (ERS) - Gold

Application numbers

In the event of a high response to this advertisement, this post will be closed. Early applications are advised.

Documents to download

Apply online now

Further details / informal visits contact

Name
Julia Palmer
Job title
Head of PALS and Complaints
Email address
[email protected]
Telephone number
01743 261123

If you have problems applying, contact

Address
The Shrewsbury and Telford Hospital NHS Trust
Shrewsbury Business Park
1 Douglas Court
Shrewsbury
Shropshire
SY2 6LG
Telephone
01743 492402
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