PALS Officer


Company:	NHS Jobs
Salary:	£25,760 to £27,476 a year
Hours:	Full-time
Location:	Chesterfield, S44 5BL
Job type:	Contract
Posting date:	17 Sept 2026
Closing date:	1 Oct 2026

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Summary

Key Result Areas To act as a compassionate point of contact for patients and other users of Trust services. To operate a frontline, patient facing service, taking details of complaints and raising these with relevant staff, to ensure they are dealt with in accordance with Trust Policy. To listen and respond to the concerns of service users relating to their experience of the Trust, explaining the options available for resolution and clarifying the outcomes sought. To obtain detailed information from service users, paying due care and attention to the sensitivity of their concerns, and to undertake investigation and follow-up action on their behalf. To ensure that issues raised with the PALS are responded to promptly and in accordance with timescales set out in Trust Policy. To use the Trusts Risk Management System to record details of enquiries from service users. To liaise with divisions to ensure a timely and appropriate resolution is provided for complainants. To attend meetings as appropriate to the role. To undertake regular data quality checks on own work, so that the service can produce robust and detailed reports. To undertake data analysis and reporting as appropriate to the role, including in relation to overdue responses. To support divisions to review and track complaints as appropriate, including providing tracker reports. To support patients, carers and families access specialist advocacy, other voluntary or support services, including interpreting, as appropriate. To support the Complaints Coordinator with continuous improvement, including review of processes and tasks. To support the Assistance and Complaints Team to deliver education and training to key induction and education modules within the Trust. To actively promote the service to contribute to a learning culture and improve patient experience and safety. To support the Trusts peer review process for complaints. To take comments from service users, ensure that they are acknowledged and recorded appropriately, and relayed to the relevant staff, service or division. To ensure that leaflets and other sources of information regarding sources of advice and support are available across the Trust. To ensure that issues which may involve a safeguarding concern or potential Police involvement are communicated to the Complaints Team Leader and Quality Lead for Patient Experience and Complaints and/or Quality Delivery Manager/Head of Quality Governance. To act as an ambassador for the Trust, maintaining a professional and calm demeanour.

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