Job overview

The PALS team provides an accessible and responsive service by offering on the spot advice, support and resolution for patients, relatives and members of the public who wish to raise concerns about their care. 

We are seeking to appoint a committed and energetic individual who has the right values and behaviours to join our team. This individual must be enthusiastic, motivated, showing sensitivity and tact and able to demonstrate excellent communication and interpersonal skills.

Educated to diploma level (or equivalent) you should be able to demonstrate an ability to manage conflict, mediate between parties to resolve problems and work with people from a diverse range of backgrounds. In addition to helping others, you will benefit from this excellent opportunity to develop your skills which will support your career progression.    

The Trust runs the PALS Service from both The Royal Shrewsbury Hospital and The Princess Royal Hospital, Telford.  The post will be primarily based at The Princess Royal Hospital but will be required to work at both sites to meet the needs of the service.

Main duties of the job

• To listen and support patients and service users to raise informal concerns.  In so doing, you will need to then liaise with the relevant clinical areas to try and address the concerns raised, in a timely manner.
• To advise and guide patients and service users in dealing with problems with their healthcare needs.
• In this challenging post, you will join a team that aims to resolve concerns quickly and efficiently and uses the feedback obtained to influence and improve the patient experience.
• Dealing with highly sensitive situations on a daily basis, you will work with patients, relatives and staff to ensure that concerns are resolved and improvement is embedded. 

Working for your organisation

Our Poppy’s Promise Commitment

We believe that compassionate care sits at the heart of everything we do. Every member of our team —  clinical or non-clinical — plays a vital role in ensuring that patients, families, and colleagues are treated with dignity, empathy, and respect at all times.

We expect all staff to demonstrate compassion not only through their words, but through their actions: by listening attentively, communicating clearly and kindly, and recognising  individual needs, feelings, and circumstances of those in our care.

Effective communication is central to safe and high-quality healthcare. We value colleagues who take the time to understand others, explain information in a  meaningful way, and respond to concerns with patience and understanding.

By joining our team, you are committing to uphold these values — ensuring that every patient feels heard, respected, and valued, and that compassion is embedded in every interaction, every day.

Working with the PALS Service will provide an excellent overview of the patient journeys in the health system and an opportunity to belong to a team who put the Trust's values into practice with every patient or relative contact they have.  You will be part of a very inclusive team who work strongly together to ensure patients and relatives are supported and listened to.  You will be supported to learn new skills and gain knowledge for the PALS and Complaints system.

Detailed job description and main responsibilities

For full duties and responsibilities please refer to the attached document entitled Job Description.