PALS Coordinator

Role overview

This position sits within the Patient Advice and Liaison Services (PALS) team and focuses on handling patient complaints, concerns, and enquiries with empathy, respect, and professionalism. You will act as a calm and effective first point of contact, making sure patients, carers, relatives, and staff are listened to and supported in a way that matches their individual situation and understanding.

The post requires an impartial approach when helping resolve difficult or sensitive matters, while also supporting staff to navigate complex cases fairly. A key part of the role is contributing to an open culture, building trust, and helping the organisation improve continuously.

This is a hospital-based role at Wexham Park and does not include home working. Interviews will be held face to face only; online interviews through Teams will not be offered.

Visa and right to work

This vacancy is not available for Skilled Worker visa sponsorship. Candidates must already have the legal right to work in the UK for the full length of the contract.

Main purpose of the job

You will respond to patient and service user concerns directly, working to find practical resolutions quickly and appropriately. The role involves working with senior managers to organise timely responses, supporting ward-based concerns for inpatients through on-ward visits, and managing email and telephone enquiries.

You will also liaise with external service providers and refer people to other agencies or services when needed. Another important part of the role is identifying opportunities to improve services and escalating them to senior management for review.

Team and organisation

The team is guided by shared values and a clear service vision. Its purpose is to help patients when problems arise or when they need support and direction during a difficult time. The role calls for someone who is self-driven, fair, objective, and unbiased.

Frimley Health NHS Foundation Trust is an inclusive and disability-confident employer and has received Gold recognition through the Armed Forces Employment Recognition Scheme. The Trust offers strong development opportunities, including professional, management, leadership, and clinical training. It also values flexible working wherever possible and aims to support healthy work-life balance.

The Trust serves more than 900,000 people across Berkshire, Hampshire, Surrey, and South Buckinghamshire. Its long-term strategy, FHFT 2030, aims to make it the best place to receive care and the best place to work in the NHS. The organisation is also investing in new facilities, digital innovation, quality improvement, and sustainability, including its electronic patient record system, Epic, launched in 2024.

Qualifications and experience

Applicants should have a Customer Care or Healthcare NVQ Level 3, a diploma, or equivalent knowledge and experience. You should be comfortable using computers and familiar with email, internet tools, and Microsoft Office applications such as Outlook, Word, Excel, PowerPoint, and MS Teams.

The role also requires the ability to organise your own workload in a busy setting, along with strong oral and written communication skills, including letter writing. Desirable experience includes working with risk management reporting systems and electronic patient records, as well as prior frontline NHS experience.

Skills and approach

You should be committed to ongoing learning, confident with computer systems, and able to communicate professionally and clearly. A calm, respectful manner and the ability to handle challenging interactions sensitively are important for success in this post.

Additional information

This vacancy is based at Wexham Park. The advert indicates that the role is full time and onsite. No salary, number of openings, or start date was specified.

Please note that the source text referenced an attached job description and person specification for the complete list of duties and requirements.