Job summary
- Main area
- Nursing & Quality
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Part time
- Job share
- Job ref
- 151-ES-3-A
- Employer
- Frimley Health NHS Foundation Trust
- Employer type
- NHS
- Site
- Wexham Park Hospital
- Town
- Slough
- Salary
- £28,859 - £31,670 per annum incl HCAS
- Salary period
- Yearly
- Closing
- 24/09/2025 23:59
- Interview date
- 07/10/2025
Employer heading
PALS Co-ordinator
Band 4
Job overview
In this role, you will support and uphold the Trust’s values by providing a compassionate, respectful, and effective response to patient complaints, concerns, and enquiries within the Patient Advice and Liaison Services (PALS) office. You will be responsible for communicating with staff, patients, carers, and relatives in a way that is clear, empathetic, and appropriate to their individual needs and understanding. Each contact is unique, and you will manage a wide range of cases with professionalism and sensitivity. You will also support staff in dealing with complex or sensitive situations, offering an impartial and independent approach that promotes fair resolution and benefits both patients and staff. This role plays a key part in fostering a culture of openness, trust, and continuous improvement across the organisation.
• Please note that interviews for this role will be conducted in person. Virtual interviews via Teams will not be considered.
• Working days will be Monday, Tuesday, Thursday and Friday
• Previous applicants need not apply
• Post could close early so please complete application as soon as possible
In your supporting information please detail why you feel you will be a good fit for the PALS Co-ordinator role, including any transferable skills you may have.
Main duties of the job
To provide a frontline response to listen to and resolve patients and service users concerns. Liaising with senior managers to coordinate a response and resolution in a responsive and timely way. To support staff in resolving ward based concerns for inpatients by visiting the ward alongside responding to email and telephone enquiries. Liaising with other service providers and signposting to other agencies and services where appropriate. Identifying service improvements and escalating to senior managers for consideration
Our team is driven by common values and vision shaping the service we deliver. Our purpose is to support patients in resolving problems or offering support or signposting at what can be a very difficult time for them. We have to be self motivators, objective and unbiased.
Working for our organisation
Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.
Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.
We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.
Detailed job description and main responsibilities
For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.
Person specification
Qualifications
Essential criteria
- Customer Care or Healthcare NVQ level 3/diploma or equivalent knowledge and experience
Desirable criteria
- NHS experience
Experience
Essential criteria
- Computer Literate with a knowledge of email, Internet & Microsoft Office packages including Outlook, Word, Excel, PowerPoint and MS teams
- Ability to plan and organise own workload in a busy environment
- Highly developed oral and written skills including letter writing
- Customer Service experience
Desirable criteria
- Experience of using risk management reporting systems and electronic patient records
Skills
Essential criteria
- Committed to continual learning
- Computer Skills
- Exceptional communication skills and professional manner
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Laura Hiles [email protected]
- Job title
- PALS Lead
- Email address
- [email protected]
- Telephone number
- 03006153365
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