At a Glance
- Tasks: Support patients and families by resolving queries and concerns with compassion.
- Company: Join Chesterfield Royal Hospital, a leader in patient care and support.
- Benefits: Competitive salary, flexible working options, and personal development opportunities.
- Other info: Dynamic team environment with opportunities for career advancement.
- Why this job: Make a real difference in patient experiences while growing your career.
- Qualifications: GCSEs in English and Maths; strong communication and customer care skills required.
The predicted salary is between 25760 - 27476 £ per year.
CRH offers a wide range of exciting and rewarding opportunities for people who are passionate about providing exceptional patient care.
With more than 350 different careers on offer there is a job for you no matter what your interests, skills, or qualifications.
Site Chesterfield Royal Hospital NHS Foundation Trust Town Chesterfield Salary £25,760 - £27,476 per annum Salary period Yearly Closing 01/10/2026 23:59
Job overview
An exciting opportunity has arisen for an enthusiastic, resourceful and self-motivated Patient Advice and Liaison (PALS) Officer to join our Patient Experience and Complaints Team in a temporary role for a maximum of 6 months.
This is a full time role, although job share will be considered for the right candidates.
Working as part of the Quality Governance Team, you will be responsible for ensuring an impartial, personal and effective PALS service is provided to patients, service users, relatives, carers, and Trust staff.
Main duties of the job
The PALS team provides an accessible and responsive service offering support and signposting for patients, relatives and members of the public who wish to raise queries or concerns about their care.
In this challenging post, you will work with patients, relatives and staff to ensure that complaints are resolved and improvement is embedded.
You will be educated to GCSE standard (or equivalent) in English Language & Maths with excellent communication, customer care, IT and organisational skills alongside outstanding interpersonal skills, a good telephone manner and the ability to work as part of a large multidisciplinary team.
You will have a good understanding of the NHS and experience of working with the public, including resolving issues and problems.
Experience of working with complaints management systems is desirable.
We recognise that some situations you may be involved with are sensitive, complex and demanding, and we offer a supportive team environment within which you can expect supervision and personal development.
Interviews will be held in person at Chesterfield Royal Hospital.
Please be aware that we reserve the right to close the vacancy early should a high number of applications be received.
We recognise that AI tools can support application writing; however, candidates are asked to keep their use to a minimum as AI-generated content may result in generic answers that do not accurately represent your abilities.
Working for our organisation
CRH offers a wide range of exciting and rewarding opportunities for people who are passionate about providing exceptional patient care.
Our People Planshows how and why Chesterfield Royal Hospital is a great place to work.
Our plan sets out our current position and outlines our priorities and the improvement actions that will help us achieve our
strategic aim of supporting and developing our
colleagues.
- Detailed job description and main responsibilities
- 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 Trust’s 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 Trust’s 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.
Person specification
Qualifications and Training
- Educated to GCSE standard (or equivalent) in English Language
- Educated to GCSE standard (or equivalent) in Maths
- Microsoft Office training
- Administration Training
Experience
- Working with the public, including resolving issues and problems
- Experience of working in customer care
- Experience of communicating in sensitive situations
- Experience of working in an office environment
- Experience of working in a fast-paced environment
- Experience of working in a team
- Microsoft Office experience, including Outlook, Word and Excel
- Experience within a healthcare environment
- Experience of using complaints management / record systems
- Experience of using databases
- Experience of using Patient Administration Systems
- Experience of using Microsoft Teams
Skills and Knowledge
- Good understanding of the NHS
- Strong interpersonal and active listening skills
- Ability to work as part of a team as well as using own initiative
- Sensitivity towards the needs of others
- Excellent verbal and written communication skills
- Excellent telephone manner
- Ability to communicate with staff at all levels
- Ability to communicate with patients/public from all backgrounds
- Ability to pass on information in a clear and diplomatic way
- Through, with attention to detail
- Problem-solving skills
- Ability to deal with a variety of tasks simultaneously
- Able to prioritise workload and consistently meet deadlines
- Understands equality, diversity and inclusion
- Understanding of the NHS Complaints Procedure and NHS Complaints Regulations (2009)
- Negotiation and mediation skills
- Awareness / understanding of consent processes
- Personal Attributes
- Polite
- Patient and calm under pressure
- Reliable/trustworthy
- Resilient
- Non-judgemental approach
- Professional appearance
- Flexible to support the needs of the service
- Proud to CARE Values
- Compassion
- Ambition
- Respect
- Encouragement
- Proud to CARE
- Flexible Working
If you're looking for flexible or predictable working arrangements, please speak to us about how we might be able to accommodate this.
If it works for our service and patients, we will do our best to make it work for you.
Chesterfield Royal Hospital NHS Foundation Trust is committed to ensuring the safety of all our staff and patients therefore encourages and supports staff to be vaccinated against COVID19 as this remains the best line of defence against the virus.
UK Points-based immigration system
Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications.
Please note that from 1 January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (Ro I) nationals require sponsorship unless you have permission to work via another route.
Non UK / Ro I candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship here
Work in the UK - GOV. UK (www. gov. uk)
It is vital that you provide full and accurate details of your current immigration status on the application form.
Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years.
- Guidance can be found here
- Criminal records checks for overseas applicants - GOV. UK (www. gov. uk)
If you are applying for a vacancy in health or adult social care, you may be eligible to apply for the Health and Care Worker visa instead, which is cheaper to apply for and you do not need to pay the annual immigration health surcharge.
This role is part of the integrated health and social care community across Derbyshire, where there are many opportunities to work across different locations and providers developing new and different skills.
Whilst this role is initially based in Chesterfield there may be future opportunities to be based at different locations within the health and social care community which we may talk to you about in the future.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
- Opening hours: 8.30am-5pm, Monday-Friday
- #J-18808-Ljbffr
PALS Officer in Chesterfield employer: Chesterfield Royal Hospital
Chesterfield Royal Hospital NHS Foundation Trust is an exceptional employer, offering a dynamic work environment where strategic health leaders can thrive. With a strong commitment to patient safety and clinical excellence, employees benefit from flexible working arrangements and opportunities for professional growth within a supportive team culture dedicated to making a meaningful impact in healthcare.
Contact Details:
Chesterfield Royal Hospital Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land PALS Officer in Chesterfield
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Chesterfield Royal Hospital.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Chesterfield Royal Hospital.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Chesterfield Royal Hospital, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace PALS Officer in Chesterfield
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 Chesterfield Royal Hospital.
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 Chesterfield Royal Hospital.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Chesterfield Royal Hospital. 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 Chesterfield Royal Hospital. 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 Chesterfield Royal Hospital
✨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 Chesterfield Royal Hospital’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!
