PALS Officer in Oxford

Job overview

The PALS Team at the Oxford University Hospitals NHS Foundation Trust is looking for an enthusiastic and committed team member to work within the Complaints and Patient Services Team, which comprises of the Complaints team, PALS team and Corporate Reception team across all organisation sites. The role is primarily site based so the ability to travel to any site at short notice is vital.

You will be part of a small team managing PALS concerns for our patients and their families. You will need excellent communication (verbal and written), organisation and time management skills, alongside a proactive approach to develop and improve the service.

The team is hardworking and the department is very busy with ever changing priorities. The department has a teamwork ethic, supporting each other to ensure we provide the best service to our patients and their families. We are looking for someone who is a natural problem-solver, and understands a person-centred approach is always required. As a key member of the PALS team, the post-holder will have responsibility for the delivery of PALS, which is a professional, supportive, informal, impartial and confidential service.

Main duties of the job

The Postholder will work independently, using their own initiative and be directly responsibility for :

• Confidential advice and support to patients, carers and the public
• Resolving problems and concerns quickly – providing support and guidance at the ‘point of contact’ face-to-face, email and / or telephone
• Answering general queries or obtaining information about a patient’s care or treatment as appropriate under IG guidance
• Providing excellent customer service to enquirers and colleagues
• Explaining the NHS Complaints Procedure and how to access free, independent support from outside the NHS with making a complaint
• Providing a professional advice service on how to get more involved in the NHS

Working for our organisation

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals – the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. For more information on OUH please view

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.

We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.

These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the .