At a Glance
- Tasks: Be the go-to person for patients and families raising concerns about their healthcare.
- Company: Join Chelsea and Westminster Hospital, one of England's top-performing NHS trusts.
- Benefits: Flexible working arrangements, supportive environment, and opportunities for personal growth.
- Other info: Dynamic team atmosphere with a commitment to equality and inclusivity.
- Why this job: Make a real difference in patients' lives by resolving their concerns with empathy.
- Qualifications: Strong communication skills and a knack for problem-solving in sensitive situations.
The predicted salary is between 36855 - 45045 £ per year.
PALS Officer | Chelsea and Westminster Hospital NHS Foundation Trust
Company
Company: Chelsea and Westminster Hospital NHS Foundation Trust
Are you an excellent communicator with good listening and people skills?
Can you work on your own initiative and be tenacious yet tactful in solving problems?
Are you comfortable talking to people who are emotionally distressed or angry?
We are seeking to recruit and PALS and Complaints officer to join our Patient Experience team.
The successful applicant will be the first point of contact for patients, their families and carers raising concerns about their health care.
You will possess excellent listening and interpersonal skills including the ability to effectively manage relationships, demonstrate empathy and understanding, impartiality and tact.
The successful applicant must also be able to recognise the sensitive needs of patients and their carers and be able to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.
The role also requires the person to work closely with colleagues within the Trust and external agencies, have good organisational and time management skills and the ability to manage competing priorities against tight deadlines.
You will also be the first point of contact for patients, carers and staff to advise on the Trust’s complaints process.
The team is often the first point of contact for patients who want to make a complaint or raise a concern and work closely with the complaints team aiming to provide a highly visible service for patients.
To support the administration and response to concerns and complaints for a defined division across all Trust sites.
To support patients and the public in resolving their concerns and formal complaints and achieve resolution as early as possible and to promote the learning of lessons from complaints.
To administer and utilise a system of feedback on the concern and complaints process for patients and the public, and to work on continuous improvement for the PALS and Complaints team.
To ensure high standards of record keeping in association with concerns and formal complaints
To provide administrative support to the division on the management of concerns and complaints, to include drafting and proof reading acknowledgement letters and the administration of the complaints process on the electronic system
To support the PALS and Complaints Manager in the collection of data relating to concerns and complaints
Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts.
We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London.
Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children’s services, plus specialist HIV and sexual health clinics.
The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.
We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.
We welcome applications for flexible working arrangements, accommodating requests where possible to support our staff and patient needs.
The Trust is committed to equality and welcomes applications from all, regardless of background.
Adjustments can be made for disabled candidates.
Early application is advised as vacancies may close once sufficient applications are received.
If you haven’t heard from us within three weeks of the closing date, your application was likely unsuccessful.
Employment is subject to a six-month probationary period.
Some roles may require weekend shifts at multiple sites.
- To be the first point of contact for patients and their representatives seeking information about the concern and complaint resolution process.
- To contact every complainant on receipt of a concern or complaint, preferably by telephone, to discuss the outcomes they are seeking from making a complaint and to ensure all issues are captured.
- To support patients and their representatives to negotiate immediate solutions or resolution of issues as speedily as possible.
To assess the risk of the concern and ensure the immediate safety of the patient.
- Face to face discussion with patients/carers about their experience of care and service and if concerns are raised work with the team to resolve these where possible at source.
- Support the divisional team in responding to concerns and formal complaints for an identified division within the Trust’s agreed time frame and to a high standard.
- To be responsible for the pathway of individual concerns and complaints from receipt to response letter sign off, completing data entry on Datix as required.
- To signpost enquirers to appropriate alternative sources of information and advice, such as leaflets, support groups, websites, clinicians or specialist nurses.
- To work closely with the Divisional Director of Nursing, Head of PALS & Complaints and the PALS & Complaints Managers to ensure that concerns and complaints are monitored and progressed within agreed time scales.
- Work collaboratively with colleagues across the Trust, especially the other PALS & Complaints Officers to support the process for the trust.
- To keep accurate records in line with the concerns and complaints policy and as required by the Trust.
- To ensure that the Datix database is kept up to date with the progress of each concern or complaint.
- To work within the Trust’s complaint management policy/process.
- Be responsible for sending acknowledgement letters to complainants and ensuring they are kept up to date with the progress of their concern or complaint.
- Communicate complex and sensitive information to patients and their relatives.
- To elevate any issues in a timely way to the PALS & Complaints Managers.
- Assist in the development and circulation of trackers for the local concerns and complaints meetings.
- To support operational and clinical managers of the Trust when investigating concerns or complaints, eg obtaining medical records.
- To ensure compliance with information governance requirements including obtaining consent, maintaining confidentiality and appropriate information storage in line with Trust and national policy and legislation.
- Where appropriate draft closing letters for resolved concerns and complaints.
- Work to ensure all responses are proof read and signed off by the CEO in line with Trust policy.
- To monitor and evaluate learning from concerns and complaints both at an individual level and through the monitoring of themes and trends for the division.
- This advert closes on Monday 24 Aug 2026
- Chelsea and Westminster Hospital NHS Foundation Trust
- Chelsea and Westminster Hospital NHS Foundation Trust
- #J-18808-Ljbffr
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We think this is how you could land PALS Officer | Chelsea and Westminster Hospital NHS Foundation Trust in London
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We think you need these skills to ace PALS Officer | Chelsea and Westminster Hospital NHS Foundation Trust in London
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Allscreens Nationwide Ltd.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Allscreens Nationwide Ltd.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Allscreens Nationwide Ltd. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Allscreens Nationwide Ltd. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Allscreens Nationwide Ltd’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
