PALS Co-ordinator - #186857

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. This is a hospital based role within Wexham Park that does not offer home working.

Please note that interviews for this role will be conducted in person. Virtual interviews via Teams will not be considered.

Visa Sponsorship

This position is not eligible for Skilled Worker visa sponsorship. Applicants must already hold the right to work in the UK for the full duration of the contract.

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.

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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
  
  

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
  
  

Desirable criteria

• Experience of using risk management reporting systems and electronic patient records
• Frontline NHS experience
  
  

Skills

Essential criteria

• Committed to continual learning
• Computer Skills
• Exceptional communication skills and professional manner
  
  

Frimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.

Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.

We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.

We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.

Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, savings time and carbon, whilst delivering excellent quality of care.

Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.

Apply online now