Non Clinical - PALS Officer

  • Department PALS
  • Salary £22,549.00 – £24,882 per annum
  • Closing Date 26/05/2022
  • Location The Royal Shrewsbury Hospital
  • Grade NHS AfC: Band 4
  • Job ref 223-PAO-311
  • Pension NHS Pension
  • Holidays Generous Holiday Allowance
  • NHS discount Eligible for NHS Discounts
  • Contract Fixed term: 8 months (8 months to cover a period of Maternity Leave)
  • Hours Full time - 37.5 hours per week

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 to cover a period of Maternity Leave for approximately 8 months. 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 and so the post holder 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 our organisation

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.

Car driver and therefore the ability to travel between hospital sites is essential.


The well-being of our staff is of the upmost importance to us.  If you are offered a role at our Trust, and fall into the increased and higher risk categories as set out by Public Health England (PHE) and NHSI/E, your line manager will complete an risk assessment with you.  This will be completed in conjunction with the latest guidance from Public Health England in relation to Covid-19.

By submitting your application to Trac, you are giving your consent for parts of your application data to be transferred to the NHS Electronic Staff Record (ESR) and other secure, internal NHS Workforce systems. This is to support and manage your recruitment and employment within your employing organisation. 

If successful, by completing the NHS Jobs application form you authorise the Trust to obtain any previous NHS service details including all electronically held sickness information, via the Inter Authority Transfer process on the national ESR.

If the role requires a qualification/professional registration, you will need to provide proof during the recruitment process. By submitting your application you are giving the Trust permission to check the qualification certificates provided back to the source provider. Please note that a sample of all applicant’s qualifications will be checked with the educational institution or provider.

In the event of a high response to this advertisement, this post will be closed. Early applications are advised.
Unfortunately we do not accept CVs or keep them on file. If you are unable to apply online please contact the person named in the advertisement for the post you are interested in.
We are committed to offering an interview to all applicants with a disability who meet the minimum criteria for the above position and will support reasonable adjustments wherever possible.  In addition, whilst all applicants will be judged on merit alone, we particularly welcome applications from candidates who are male, from black and minority ethnic backgrounds or who have a disability, as these are currently under-represented in our workforce.
We are committed to equal opportunities in employment. The policies and practices of the Trust aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly, flexibly and with dignity and respect.

Thank you for your interest in The Shrewsbury and Telford Hospital NHS Trust, we look forward to receiving your application for employment.

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