Patient Advice and Liaison Service (PALS) Officer
At a glance
- Band
- Band 4
- Contract
- Permanent
- Pattern
- Full-time, Part-time
- Posted
- 16/09/2026
- Closes
- 28/09/2026
Sponsorship verdict
Sponsorship is not clearly stated in this advert.
The advert didn't contain a clear role-specific sponsorship line, so HiveMind can't confirm eligibility. Verify with the recruiting manager or trust HR before you apply.
Role summary
This role is for a compassionate and organised PALS Officer to join the Patient Advice and Liaison Service team. You will be the first point of contact for patients, families, and carers raising concerns or seeking information about Trust services. The role involves managing a caseload of patient concerns from initial contact to resolution, providing advice, support, and signposting. You will work closely with clinical and managerial teams to achieve timely outcomes and contribute to improving patient experience and governance processes. This is an opportunity for someone passionate about person-centred care with strong communication and problem-solving skills.
Essential criteria
- Knowledge of the function of PALS in relation to concerns and complaints.
- Experience of working within a customer care environment in an advisory capacity.
- Experience of working to deadlines.
- Experience of providing information in a clear and concise manner.
- Extensive knowledge of Microsoft Office and other applications.
- Experience of dealing with conflict and highly emotional situations.
- Fully aware of the need to maintain confidentiality and how this is achieved.
- Experience of inputting data.
Desirable criteria
- Knowledge of NHS complaints procedures, GDPR, clinical governance, health and wellbeing issues, acquired through training and experience.
- Experience in a similar role or equivalent knowledge.
- Experience of dealing with external NHS stakeholders.
- Experience of Incident Reporting system.
- Experience of working within the NHS or Healthcare setting.
- Qualifications & Training
- Educated to Level 4 NVQ in customer services or related subject plus, extensive experience in a customer facing service dealing with complex and/or sensitive enquiries, which would equate to a Level 4 qualification. Or able to evidence equally demonstrable experience.
- GCSE Maths and English at grade C or above, or equivalent qualification and/or equivalent experience.
- RSA 2 in Typing / Word processing or equivalent qualification and/or equivalent experience.
- Personal Attributes & Skills
- Excellent communication skills, including listening and negotiating skills, face to face and over the telephone.
- Able to problem solve.
- Able to use own initiative.
- Work well under pressure and autonomously whilst prioritising a diverse workload with competing priorities within a busy environment.
- Work individually or as part of a team.
- Demonstrate Our We Care Values and the DBTH Way
- Kind, Inclusive, Person-centred, Empowering, Accountable, Collaborative, Attentive Listening, Integrity and Honesty, Courage and Positivity.
- Knowledge & Experience
- Knowledge of the function of PALS in relation to concerns and complaints.
- Experience of working within a customer care environment in an advisory capacity.
- Experience of working to deadlines.
- Experience of providing information in a clear and concise manner.
- Extensive knowledge of Microsoft Office and other applications.
- Experience of dealing with conflict and highly emotional situations.
- Fully aware of the need to maintain confidentiality and how this is achieved.
- Experience of inputting data.
- Knowledge of NHS complaints procedures, GDPR, clinical governance, health and wellbeing issues, acquired through training and experience.
- Experience in a similar role or equivalent knowledge.
- Experience of dealing with external NHS stakeholders.
- Experience of Incident Reporting system.
- Experience of working within the NHS or Healthcare setting.
- Qualifications & Training
- Educated to Level 4 NVQ in customer services or related subject plus, extensive experience in a customer facing service dealing with complex and/or sensitive enquiries, which would equate to a Level 4 qualification. Or able to evidence equally demonstrable experience.
- GCSE Maths and English at grade C or above, or equivalent qualification and/or equivalent experience.
- RSA 2 in Typing / Word processing or equivalent qualification and/or equivalent experience.
- Personal Attributes & Skills
- Excellent communication skills, including listening and negotiating skills, face to face and over the telephone.
- Able to problem solve.
- Able to use own initiative.
- Work well under pressure and autonomously whilst prioritising a diverse workload with competing priorities within a busy environment.
- Work individually or as part of a team.
- Demonstrate Our We Care Values and the DBTH Way
- Kind, Inclusive, Person-centred, Empowering, Accountable, Collaborative, Attentive Listening, Integrity and Honesty, Courage and Positivity.
Useful to know
Agenda for Change 2024/25 pays Band 4 at £26,530 – £29,114 a year, across England.
This advert: £28,392 – £31,157 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 12d
Plenty of time to prepare a strong application.
Full advert · preview
Doncaster & Bassetlaw Teaching Hospitals NHS FT
Patient Advice and Liaison Service (PALS) Officer
The closing date is 28 September 2026
Job summary
We are looking for a compassionate, proactive and highly organised PALS Officer to join our Patient Advice and Liaison Service (PALS) team at DBTH In this rewarding role, you will be the first point of contact for patients, families, carers and members of the public who wish to raise concerns, seek information or provide feedback about Trust services.
Working across the Trust, you will manage a caseload of patient concerns from initial contact through to resolution, providing advice, support and signposting while working closely with clinical and managerial teams to achieve timely outcomes. You will play a key role in improving patient experience, identifying themes and learning opportunities, and supporting the Trust's complaints and governance processes.
This is an excellent opportunity for an individual with strong communication, problem-solving and customer service skills who is passionate about delivering person-centred care and ensuring that patients' voices help shape and improve services.
Main duties of the job
As a PALS Officer, you will be the first point of contact for patients, relatives, carers and members of the public seeking advice, raising concerns or providing feedback about Trust services. You
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