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Patient Advice Liason Service Officer (PALS)

Cwm Taf Morgannwg University Health Board
Merthyr Tydfil
£27,461 to £33,428 a year Per annum
Closing date
1 Jun 2023

View more

Other Health Profession
Band 5
Contract Type
Full Time
Job summary

To support the role of the Governance & Patient Experience Team in promoting excellent patient experience, and contributing to continuous improvements to deliver the highest possible standards of care.

Working as part of the Governance & Patient Experience Team, the PALS Officers will develop and maintain close working relationships with frontline staff and managers to ensure an impartial, personal, effective and efficient support service to patients and service users, relatives and carers, and University Health Board Staff.

They will also ensure that patients are supported in raising issues at the earliest stage and resolving as soon as possible to minimise harm and anxiety. The PALS officer will need to be proactive and dynamic in resolving issues as they arise or facilitating the resolution of these by liaison with relevant professional and managerial staff across the hospital site or wider University Health Board.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Main duties of the job

Work autonomously within the Patient Experience Team as agreed by the line manager, working remotely from the central team and managing own work load.

Demonstrate the ability to act autonomously within a professional setting.

Execute duties based on own interpretation of the requirements of the role, initiating action in accordance with general policies and procedures.

Apply excellent time management skills in order to deliver the service.

Manage challenging situations via \face to face contact with patients, carers or relatives that can sometimes lead to difficult situations, which are managed autonomously, escalating and seeking support as necessary within the scope of the role.

Manage own time and exercise discretion to resolve concerns for patients, carer and relatives by being proactive and speaking directly with clinical staff and senior directorate management.

Participate in ongoing review of work at agreed intervals in line with organisational requirements.

Seek advice from senior colleagues in relation to complex cases.

At all times act in a manner that reflects and promotes the values and behaviours of the University Health Board and NHS Wales.

About us

Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.

We live by our core values:
  • We listen, learn and improve
  • We treat everyone with respect
  • We all work together as one team

We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.

Job description

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

Person Specification

Qualifications and/ or Knowledge


  • Educated to Degree Level or possess equivalent skills, knowledge and experience
  • Knowledge of a range of complex internal processes to a degree level equivalent
  • Experience of working with complex and sensitive information
  • Evidence of continuous professional development
  • Detailed knowledge and understanding of the NHS and partner organisations
  • Detailed knowledge of the NHS/HB complaints procedure, data protection, public involvement agenda, clinical governance including internal knowledge and experience
  • Analyse informal complaints trends
  • Undertake/ implement patient surveys and analyse and report findings
  • Clear understanding of responsibilities relating to relevant aspects of the DATA Protection Act and Freedon of Information Act.
  • Good knowledge of Risk Assessment Tools and methodologies and Clinical Governance in general
  • Clear understanding of the concept of evidence based practice and clinical effectiveness


  • Knowledge and experience of the administration and use of the DATIX system
  • Knowledge of Putting Things Right requirements
  • Understanding of the health service and clear understanding of the concept and working arrangements of diverse clinical areas
  • Knowledge and experience of managing Concerns in the NHS



  • Previous Office/ Secretarial Experience
  • Ability to analyse information and report appropriate findings using DATIX system
  • Multi- Professional team working
  • Significant experience in customer care
  • Professional credibility amongst professional groups
  • Experience of dealing with complex issues in a large organisation


  • NHS experience
  • Partnership working
  • Customer Services experience
  • Risk Management
  • Contributing to service improvements
  • Ability to challenge practice across professional groups ensuring progressive solutions

Aptitude and Abilities


  • Ability to communicate with staff at all levels within and outside the organisation
  • Possess excellent negotiation skills to be able to advocate on behalf of the service user
  • Able to engage with people and portray an empathetic approach. Ability to take and transcribe minutes as and when required
  • Well developed verbal and written communication skills
  • Excellent interpersonal skills and ability to communicate complex information in a manner suited to the audience
  • Ability to articulate and escalate important issues in a clear and logical way
  • Analytical and problem solving skills
  • Ability to make balanced and sound judgements,
  • Good organisational skill
  • Ability to produce specialist written reports on all related areas
  • Decision making skills
  • Evidence of meeting demanding deadlines within required timeframes
  • Evidence of negotiation and influencing skills in a manner appropriate to a complex and sensitive environment.
  • Computer skills, with working knowledge of databases, spreadsheets and presentations packages
  • Ability to communicate in written oral form with staff at all levels within and outside the organisation, patients and their families
  • Good organisational and time management skills and ability to carry out tasks within tight deadlines. Ability to work in challenging environment and meet demanding deadlines


  • Ability to speak Welsh



  • Flexible and adaptable approach to work
  • Highly motivated reliable and committed
  • Enthusiastic, constructive and creative in the face of challenges



  • DBS check

Any attachments will be accessible after you click to apply.


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