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Patient Advice and Liaison Service (PALS) Officer

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Employment type not specifiedExperience not specifiedDoncaster

Doncaster & Bassetlaw Teaching Hospitals NHS FTDoncaster

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Doncaster & Bassetlaw Teaching Hospitals NHS FT Patient Advice and Liaison Service (PALS) Officer

The closing date is 28 September 2026

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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 will manage concerns from receipt through to resolution, working closely with clinical teams and managers to achieve timely, patient-centred outcomes.

You will provide confidential advice and support, investigate concerns, facilitate communication between patients and healthcare staff, and help identify opportunities to improve patient experience. The role also involves maintaining accurate records, identifying themes and trends, and contributing to the Trust's complaints, governance and quality improvement processes.

What We're Looking For

We are seeking an empathetic, resilient and organised individual with excellent communication and interpersonal skills. You will have experience handling sensitive situations professionally, building effective relationships, and delivering high-quality customer service in a patient-facing, healthcare or public service environment.

The successful candidate will be able to manage competing priorities, communicate effectively both verbally and in writing, and demonstrate a commitment to improving patient experience and ensuring patients' voices are heard.

About us

DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.

At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions.

As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.

We offer a range of benefits to support our people including:o Extensive range of learning opportunitieso NHS Pension Schemeo Generous holiday entitlement in line with Terms & Conditionso Comprehensive health and wellbeing supporto NHS Car Lease schemes and a range of salary sacrifice schemeo Discounts on restaurants, getaways, shopping and finance through external providers.

Details

Date posted

16 September 2026

Pay scheme

Agenda for change

Band

Band 4

Salary

£28,392 to £31,157 a year Pro rata per annum

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

272-8275626

Job locations

Doncaster Royal Infirmary

Armthorpe Road

Doncaster

DN2 5LT

United Kingdom

Job description

Job responsibilities

Please see attached to the advert a job description and person specification for further details. Please ensure you read this document carefully.Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.

Certificate of sponsorship

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link below to check your eligibility. Check if you need a UK visa - GOV.UK

Please note that from 9th April2025, band 2 & 3 entry roles are no longer eligible for sponsorship.

Job description

Job responsibilities

Certificate of sponsorship

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link below to check your eligibility. Check if you need a UK visa - GOV.UK

Please note that from 9th April2025, band 2 & 3 entry roles are no longer eligible for sponsorship.

Person Specification

Knowledge & Experience

Essential

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

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

Essential

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.

Desirable

RSA 2 in Typing / Word processing or equivalent qualification and/or equivalent experience.

Personal Attributes & Skills

Essential

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

Essential

Kind, Inclusive, Person-centred, Empowering, Accountable, Collaborative, Attentive Listening, Integrity and Honesty, Courage and Positivity.

Person Specification

Knowledge & Experience

Essential

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

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

Essential

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.

Desirable

RSA 2 in Typing / Word processing or equivalent qualification and/or equivalent experience.

Personal Attributes & Skills

Essential

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

Essential

Kind, Inclusive, Person-centred, Empowering, Accountable, Collaborative, Attentive Listening, Integrity and Honesty, Courage and Positivity.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Doncaster & Bassetlaw Teaching Hospitals NHS FT

Address

Doncaster Royal Infirmary

Armthorpe Road

Doncaster

DN2 5LT

United Kingdom

Employer's website

https://www.dbth.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Doncaster & Bassetlaw Teaching Hospitals NHS FT

Address

Doncaster Royal Infirmary

Armthorpe Road

Doncaster

DN2 5LT

United Kingdom

Employer's website

https://www.dbth.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Complaints Manager

Caroline Marsden

[email protected]

01302648065

Details

Date posted

16 September 2026

Pay scheme

Agenda for change

Band

Band 4

Salary

£28,392 to £31,157 a year Pro rata per annum

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

272-8275626

Job locations

Doncaster Royal Infirmary

Armthorpe Road

Doncaster

DN2 5LT

United Kingdom

Supporting documents

Privacy notice

Doncaster & Bassetlaw Teaching Hospitals NHS FT's privacy notice (opens in a new tab)

Support links

Market insight

40 239 £

40 239 £40 239 £

Based on 20 offers with salary for Jobs in Doncaster

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