We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.
Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments OR SUPPORT needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 OR EMAIL [email protected]
If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.
We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Aneurin Bevan University Health Board support flexible working.
Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.
This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed.
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
Job Overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY ANEURIN BEVAN UNIVERSITY HEALTH BOARD
The Patient Advice, Liaison and Support (PALS) Officer is a non-clinical role that helps shape how we listen to patients and respond to their feedback. You’ll support the development and delivery of the PALS service, following a clear and structured approach that puts people at the heart of care.
You’ll be a key point of contact for patients, carers, families, and members of the public, someone they can turn to when they have questions, concerns, or need support. Your role will be to help find quick and effective solutions, making sure people feel heard, respected, and confident in the care they receive.
Reporting to the Senior Nurse in the Patient Experience and Involvement Team, you’ll work closely with others to improve how feedback is used to make services better. This is a meaningful role where your communication skills, empathy, and problem-solving abilities will make a real difference every day.
Main duties of the job
- Support the development and delivery of the Patient Advice, Liaison and Support (PALS) service, following a clear and structured model.
- Act as a first point of contact for patients, carers, families, and members of the public who have questions, concerns, or feedback.
- Help resolve issues quickly and effectively, making sure people feel listened to and supported.
- Work closely with the Patient Experience and Involvement Team to improve how feedback is used to shape care.
- Plan and carry out engagement activities with patients and carers, helping to make sure their voices are heard.
- Build positive relationships with staff, patients, and the public, using clear communication and a respectful approach.
- Work closely with clinical teams to share feedback on what matters most to service users, and support them in improving and shaping services based on that feedback.
- Support the wider patient experience strategy by contributing to service improvements and helping to identify areas for change.
- Maintain accurate records of feedback and actions taken, ensuring confidentiality and professionalism at all times.
- Promote a culture of openness, kindness, and continuous improvement across the organisation.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Working for our organisation
Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Qualifications And/or Knowledge
Essential criteria
- Professional, technical or academic qualifications or knowledge required or the training undertaken or demonstrable experience.
- Educated to degree level or equivalent qualification or experience.
- Continual professional development.
- Good understanding of legislation governing complaints management and data protection
- Working knowledge of operating within a patient experience/engagement framework.
- Knowledge, understanding of and commitment to equal opportunities.
- Political awareness and sensitivity to the high profile of the Health Board
Desirable criteria
- European Computer Driving Licence or equivalent. Broad understanding of NHS systems and processes.
Experience
Essential criteria
- Experience of patient experience/customer services
- Relevant experience of dealing with general public/patients/ carers/health professionals on customer service issues.
- Experience of handling difficult and distressing situations.
- Ability to produce and distribute public information
- Experience of dealing with a variety of professionals and staff at different levels.
Desirable criteria
- Proven experience of working in customer services or related departments within a complex organisation
Aptitude and Abilities
Essential criteria
- Possess effective leadership and management skills
- Ability to demonstrate tact and diplomacy when working with others
- Evidence of undertaking presentation to groups.
- Advanced IT, web, social media and presentation skills
- Establishing systems and processes to ensure effective recording, monitoring and evaluation of patient feedback Problem solving skills
- Creativity – layout of documents, design of presentations and displays.
- Able to demonstrate a high level of interpersonal skills, displaying credibility, professionalism and influence.
- Ability to communicate verbally and in writing in a manner that is clear, fluent and persuasive.
- Ability to work on own initiative and organise own workload.
Desirable criteria
Values
Essential criteria
- Is a compassionate practitioner
- Able to communicate effectively with a diverse range of people
- Team player and flexible
- Committed to supporting people and improving the experience of patients and carers
- Confident and competent with an ability to appropriate challenge
Other
Essential criteria
- Ability to travel within geographical area.
- Able to work hours flexibly
