PALS Facilitator

Job overview

Develop your skills in frontline customer care

With 750,000 residents in Manchester and Trafford, the challenge of providing a first-class integrated health and social care system, equipped to meet the needs of a large population, is both immense and fascinating. Despite the challenge, Manchester University NHS Foundation Trust (MFT) is passionate about meeting it head-on. As England's largest NHS Foundation Trust, we encourage our 25,000 employees to work collaboratively to deliver forward-thinking services. As such, we embrace a culture of continuous improvement, resulting in progressive workplaces in which we rank our people as our most valuable asset and where you are able to pursue your interests, gain job satisfaction and provide the highest level of care for our patients and their families.

Commitment to delivering high-quality, compassionate care has led us to our current state of evolution, where  North Manchester General Hospital was brought into the MFT Group  as of April 2021.

This exciting work has enabled us to reach even more patients, and further develop our reputation for delivering exceptional specialist services. By welcoming North Manchester General Hospital our workforce will continue to grow and evolve, providing even more progression opportunities for staff who join MFT. 

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 The role

The Patient Advice Liaison Service (PALS) is at the heart of our ambitions to deliver a forward-thinking healthcare service in which everyone matters. This is where we deal with concerns about care and treatment that are raised by patients and their families; seeking an immediate resolution in partnership with Hospitals/MCS/MLCO and complainants. Working on the telephone, by email and face to face, you will be dealing with highly sensitive, emotive and complex issues.  Under the guidance of a PALS Team Leader, you will manage a medium to complex case load, manage a small team of staff and develop and build on your existing customer service skills.

Working for our organisation

MFT is one of the largest NHS Trust In England with a turnover of £2.6bn & is on a different scale than most other NHS Trusts. We’re creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.

Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you’ll benefit from a scale of opportunity that is nothing short of extraordinary.

We’ve also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research, and innovation through the introduction of Hive; our Electronic Patient Record system which launched in September 2022.

We’re proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What’s more, we’re excited to be embarking on our Green Plan which sets out how MFT continues to play its part in making healthcare more sustainable.

At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open, and transparent, protecting your health and wellbeing and shaping the future of our organisation together.