Senior PALS OfficerinWorcesterinWorcesterPUBLISHED TUE 1 APR 2025

We are excited to advertise the new position of a PART-TIME (26 hours / week) Senior PALS Officer to join our Patient Advice and Liaison Service (PALS).

This is an exciting opportunity for someone who is passionate and experienced in customer care to join the PALS Team. This newly created role will suit someone who is highly motivated and looking for an opportunity to make a difference to our patients.

The Patient Advice and Liaison Service (PALS) team operates in a very busy working environment and are a key part of the Trusts wider Clinical Governance Team. PALS offer an informal, impartial and service for patients, relatives and carers who may need advice, support or information. PALS will liaise with staff across our trust to address concerns about the care we provide in an empathetic, efficient and professional manner.

The Senior PALS Officer will have operational responsibility for the PALS team in the absence of the PALS Manager, so this will be a busy but very rewarding role. You will have the opportunity to share your knowledge and put your leadership skills into practice to provide clear direction and support to the team.

The post holder must have experience in dealing with concerns, complaints handling and/or experience of working at a senior level in customer services although candidates with a clear set of transferable skills (that are demonstrated in the supporting information) will also be considered.

The post holder will also need to be able to collate and analyse PALS data to identify trends and be part of the wider team who will support divisions to drive through improvement so we keep growing and learning as a Trust.

If these are the skills you possess and you are interested in a challenging but rewarding role, we encourage you to apply.

Please ensure that your personal statement in your application form, clearly addresses each point in the person specification showing how your experience and skills make you the right person for the role.

If you would like to find out a little more about the Patient Advise and Liaison Service and how we currently operate please email Charlotte Merriman or Tracey - to arrange a telephone conversation or a Teams Meeting. You can also find out more about our PALS team on the Trust website

About us

Working with the PALS Manager and PALS Officers you will liaise with front-line staff (ward managers, matrons and departmental managers) to facilitate a real-time response to concerns and issues raised by patients, carers, relatives; supporting open communication and reducing the need for a referral through the formal complaints procedure.

You will assist the PALS Manager, Team Leader for PALS and Complaints and other senior colleagues in collating information and data to produce reports in advance of meetings. The Senior PALS Officer will also be responsible for analysing data and producing reports for use by the team, divisions and Trust.

You will use the Generic PALS email account, to provide written advice and support to patients and relatives, action specific questions raised by relatives which may include dealing with complex, sensitive and sometimes conflicting information whilst dealing with distressed service users and their families in potentially distressing situations.

You will provide support, guidance and advice to the PALS Officers. In the absence of the PALS Manger, the post holder will be responsible for the smooth running of the team and promote that the Trust complies with its strategy of Putting Patients First helping to develop, share and promote best practice to resolve problems and improve service delivery.