NHS
PALS Administrator
This job is now closed
Job Description
- Req#: C9377-25-0235?language=en&page=568&sort=publicationDateDesc
- Please click 'apply now' to view the full person specification (there is no obligation to submit an application)
- Please click 'apply now' to view the full person specification (there is no obligation to submit an application)
Job summary
An exciting opportunity has arisen for a highly motivated and enthusiastic person to join our Patient Advice and Liaison Team. This role involves providing support, guidance and advice for people who have concerns and complaints about various aspects of care. You will be required to liaise with Trust staff to achieve fast resolution of concerns and support the Trusts formal complaints processes. The successful candidate will be a person who enjoys the challenge of resolving concerns whilst working with patients and families in this fast-paced role. The post holder must have excellent verbal and written communication skills, adaptable and flexible to pressures, and be able to use own initiative. Informal visits welcome for candidates shortlisted for interview.
Main duties of the job
Communication with the public and colleagues via telephone, email and face to face. Manage PALS enquiries from the public in a timely manner. Be responsible in ensuring incoming mail is received and distributed accordingly. Making sure all complaint correspondence is dealt with promptly. Responsibility for arranging meetings and organising appropriate hospitality and venues as required. To maintain an effective PALS database ensuring that the data is kept in a secure manner adhering to Caldicott guidelines/GDPR at all times. To act as the front line patient advice and liaison service dealing with enquires as they arise, efficiently, sympathetically, professionally as well as promptly. To resolve concerns and complaints wherever possible ensuring all activity is logged on the PALS database (DATIX). To ensure that all PALS enquiries/complaints are logged onto the formal complaints Datix database. To ensure complaints are done within 3 working days of receiving the complaint. Provide a first line of response to enquiries received by telephone, email or in person ensuring that these are handled confidentially, confidently in a professional manner. Exchanging confidential, sensitive or contentious information with senior managers/matrons/patients/carers which requires assertive and persuasive communication skills. To maintain accurate records, a comprehensive filing system and efficient information retrieval system and to ensure this is kept up to date.
About us
We are an acute trust caring for over one million people in Wakefield and Kirklees. Our 10,000 staff members work in patients homes, the community, and our three hospitals in Pontefract, Dewsbury, and Pinderfields (Wakefield). Committed to continuous improvement, we prioritise our people and values so we can deliver excellent patient experience. Our team is friendly, passionate and always seeking better ways to work through research and innovation. We support work-life balance and foster a diverse, inclusive environment where everyone belongs. Our staff networks offer safe spaces for honest conversations and to share ideas, thoughts and concerns so we can increase awareness and appreciation of equality, diversity, and inclusion. As a member of the team, you will have access to the NHS pension plan, a generous holiday allowance, employee health and wellbeing services and extensive benefits and support. These include onsite nurseries, childcare vouchers, car lease and home electronics schemes, working carers support, carer-friendly policies, and more. If you value caring, high standards, improvement, and respect, join the MY team to make a difference every day.
Details
Date posted
25 July 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,937 to £26,598 a year
Contract
Permanent
Working pattern
Part-time
Reference number
000482
Job locations
Pinderfields Hospital
Aberford Road
Wakefield
West Yorkshire
WF1 4DG
Job descriptionJob description
Job responsibilities
Key requirements
Good standard of education/GCSE level
Word processing RSA II
Keyboard skills and maintaining accurate databases
Microsoft Office applications particularly Outlook Word/Excel.
Experience of dealing with difficult /challenging behaviour.
Experience of working within a demanding environment.
Experience of working to targets/deadlines through frequent interruptions.
In-depth understanding of the NHS complaints procedures.
In depth understanding of the PALS function within the NHS.
Understanding the Caldicott and data protection issues, including GDPR
Please see attached job description and job specification for full details of the key requirements.
Job responsibilities
Key requirements
Good standard of education/GCSE level
Word processing RSA II
Keyboard skills and maintaining accurate databases
Microsoft Office applications particularly Outlook Word/Excel.
Experience of dealing with difficult /challenging behaviour.
Experience of working within a demanding environment.
Experience of working to targets/deadlines through frequent interruptions.
In-depth understanding of the NHS complaints procedures.
In depth understanding of the PALS function within the NHS.
Understanding the Caldicott and data protection issues, including GDPR
Please see attached job description and job specification for full details of the key requirements.
Person SpecificationPerson Specification
Qualifications
Essential
Qualifications
Essential
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
The Mid Yorkshire Teaching NHS Trust
Address
Pinderfields Hospital
Aberford Road
Wakefield
West Yorkshire
WF1 4DG
Employer's website
https://www.midyorks.nhs.uk/ (Opens in a new tab)
Employer details
Employer name
The Mid Yorkshire Teaching NHS Trust
Address
Pinderfields Hospital
Aberford Road
Wakefield
West Yorkshire
WF1 4DG
Employer's website
https://www.midyorks.nhs.uk/ (Opens in a new tab)
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.
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