Job summary
In this role, you will support and uphold the Trust's values by providing a compassionate, respectful, and effective response to patient complaints, concerns, and enquiries within the Patient Advice and Liaison Services (PALS) office. You will be responsible for communicating with staff, patients, carers, and relatives in a way that is clear, empathetic, and appropriate to their individual needs and understanding. Each contact is unique, and you will manage a wide range of cases with professionalism and sensitivity. You will also support staff in dealing with complex or sensitive situations, offering an impartial and independent approach that promotes fair resolution and benefits both patients and staff. This role plays a key part in fostering a culture of openness, trust, and continuous improvement across the organisation.
Please note that interviews for this role will be conducted in person. Virtual interviews via Teams will not be considered.
Main duties of the job
To provide a frontline response to listen to and resolve patients and service users concerns. Liaising with senior managers to coordinate a response and resolution in a responsive and timely way. To support staff in resolving ward based concerns for inpatients by visiting the ward alongside responding to email and telephone enquiries. Liaising with other service providers and signposting to other agencies and services where appropriate. Identifying service improvements and escalating to senior managers for consideration
Our team is driven by common values and vision shaping the service we deliver. Our purpose is to support patients in resolving problems or offering support or signposting at what can be a very difficult time for them. We have to be self motivators, objective and unbiased.
About us
Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.
Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.
We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.
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Details
Date posted
23 July 2025
Pay scheme
Agenda for change
Band
Band 4
Salary
£28,860 to £31,671 a year per annum incl HCAS (pro rata)
Contract
Permanent
Working pattern
Part-time, Job share
Reference number
151-ES-3
Job locations
Wexham Park Hospital
Wexham St
Slough
SL2 4HL
Employer details
Employer name
Frimley Health NHS Foundation Trust
Address
Wexham Park Hospital
Wexham St
Slough
SL2 4HL
Employer's website
https://www.fhft.nhs.uk/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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