PALS / Complaints Officers (2 WTE) | University Hospitals of Derby and Burton NHS Foundation Trust

This position is advertised for a total of 2 WTE PALS & Complaints Officers to work in the Trust's Advice & Support Services to provide support for handling concerns and complaints from patients, their families and representatives. The successful candidates will be joining a vibrant and supportive team who pride themselves on helping those in need.

The postholder will be taking feedback from patients and members of the public through numerous means - emails, online forms, phone calls, and face-to-face drop-in visitors. They will then hold a caseload requiring actions, involving liaising with clinical and managerial teams to bring their concerns to resolution (e.g. facilitating appointments being booked).

The postholder will also support formal complaint processes by preparing complaint records for allocation to Lead Investigators in Business Unit teams, reviewing draft responses when prepared, and facilitating Executive sign-off of complaint responses.

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together.

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

In return we will offer:

• Development opportunities, both professional and leadership development
• On-going support from recruitment to when you join our team and beyond.
• Staff benefits including employee assistance programme, discounted gym membership, onsite fitness classes, car schemes

Key Facts:

• We see on average 4810 OP appointments a day.
• We are the 4th busiest Trauma & Orthopaedic outpatients department in England – an average of 2077 per week.
• An average of 1115 patients are seen in A&Es across our network every day – 3rd largest in the country.
• Our hospitals admit an average of 195 emergency patients daily.
• Last year we undertook almost 33,700 planned surgical operations in our 57 operating theatres.
• We are one of only 7 Trusts nationally with more than 50 operating theatres.
• We carry out more than 140 elective procedures each working day.
• UHDB is a research active University Hospital with a large and varied portfolio of clinical trials and research opportunities for all staff.

UHDB is committed to fair and transparent recruitment. We welcome authentic applications that reflect your own skills, experience and motivations for the role. While we understand that candidates may use AI tools for grammar, formatting or accessibility purposes, applications that appear to be substantially AI‑generated may be subject to additional review. If this applies to your submission, we will let you know and may ask for clarification. Please ensure your application accurately represents your experience and is written in your own words.

Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please check your eligibility before applying for this post as we may be unable to provide sponsorship.