Princess Alexandra Hospital NHS Trust
Patient Experience Assistant Band 3
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The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave, a national programme that’s changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.
This means we’re working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.
We’re a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.
Join us and help shape the future of care in West Essex.
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This role is a six-month internal secondment opportunity. Working as part of a small friendly team, the successful candidate will be a core member of the Patient Advice & Liaison Service (PALS) providing a first point of contact for patients, service users, and people seeking PALS support in relation to complaints, concerns, comments, and compliments.
Main Duties of the Job
PALS is an advice and liaison service.
- First point of contact for people seeking PALS support.
- Providing advice, support, and guidance for service users in a friendly and efficient manner.
- Dealing with incoming and outgoing telephone calls and mail.
- Administration of a computer database to record contacts and cases.
- Working to help find solutions to concerns.
Detailed Job Description And Main Responsibilities
This is a core role for anyone wishing to help our patients, their families, and carers, whilst also supporting colleagues within the organisation.
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The post holder will be a first point of contact for people seeking PALS support and advice, concerns, comments, and compliments.
- They will be the link between the public and our hospital services.
- PALS is an accessible service that listens to patients and offers support, help, and information to resolve concerns and enquiries as quickly and effectively as possible; forwarding enquiries onto the appropriate hospital team where a more involved resolution is required.
Handling incoming and outgoing calls and mail forms much of the role, as does speaking to the public and other service users.
Good communication with both the public and a wide range of colleagues is therefore very important.
Maintaining patient confidentiality and adherence to appropriate policies and procedures is essential.
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