PALS Officer
Accepting applications until: 28-Apr-2026 23:59
Vacancy status: Open
Accepting applications until: 28-Apr-2026 23:59
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Accepting applications until: 28-Apr-2026 23:59
Vacancy status: Open
Accepting applications until: 28-Apr-2026 23:59
Blackpool Teaching Hospitals NHS Foundation Trust is situated on the west coast of Lancashire, with services covering the local authority areas of Blackpool, Fylde and Wyre. The Trust is part of the Lancashire and South Cumbria Integrated Care System (ICS) supporting a population of around 1.6 million people.
We have three main hospitals providing acute services to around 330,000 local residents. The organisation also provides specialist tertiary care for cardiac and haematology services, delivers community health services to over 445,000 residents including those in North Lancashire and hosts the National Artificial Eye Service across England. Plus, we provide urgent and emergency care services to an estimated 18 million people who visit the seaside resort each year. We employ over 7000 people from 68 different countries.
We welcome and encourage application from anyone with protected characteristics, as well as supporting reservists and Veterans who are looking for a rewarding and challenging career within the NHS.
Blackpool Teaching Hospitals encourages flexible working in all our roles to support staff in maintaining healthy home-life balance. Working patterns such as: part time working, self-rostering, compressed hours, annualised hours, term time, reverse term time and flexitime working can be explored.
We are seeking a compassionate, professional and highly-motivated person to respond to all patient and public enquiries the Trust receives.
The Patient and Family Relations Team deal with all concerns about care and treatment that are raised by patients, their family members, carers,
MPs and regulators such as the Parliamentary Health Service Ombudsman. Working on the phone, by email and face to face, you will be dealing with highly sensitive, emotive and complex issues. Under the guidance of the Patient Relations Manager and Patient Relations Officers, you will develop your customer service skills and learn how to resolve conflicts, keep thorough records and share good practice.
You will provide a rapid response to general concerns and offer an early resolution of complaints, embedding any learning with the clinical teams
and on the Ulysses Safeguard System. You will have a passion for improving patient care through learning from general concerns and complaints supporting a learning and improvement culture.
To apply for this role you will need to be well-organised and a committed team player, you will have some experience in a customer care role,
ideally in a healthcare context. Knowledge of the NHS Complaints procedure and basic relevant legislation such as the Data Protection Act is essential.
Interested applicants should ideally be seeking the opportunity to become involved in what can be, at times, a very challenging role but one that also provides a personal satisfaction that the job you have done has really helped someone
The post holder will:
• Manage individual informal concerns and general enquiries and which can, at times, be difficult and contentious
• Act as the first point of contact to service users. Listen to and record telephone messages, monitor the teams email inboxes at times providing ‘on the spot’ support and advice face to face or/and liaising with the Patient Relation Officer/Manager to secure appropriate management of the case.
To work collaboratively with investigating divisions to resolve concerns and enquiries
• To draft correspondence as required
• On receipt of complaint letters/e-mails to advise complainants of the different methods available to manage their complaint and "triage"
complaints appropriately.
• To signpost service users to other services, such as advocacy support, where appropriate.
• Copy medical files and complaint files for Ombudsman cases – email to the Ombudsman in the Administrative Officers absence
Please click here to view our Care and Compassion Day video
Any invitation to interview will be sent to the email account stated on your application form.
If the role you have applied for requires a Disclosure and Barring Services (DBS) check we will administer this as part of your pre-employment checks. Please note, you will be required to repay the cost on appointment. This will be collected via a salary deduction. You can choose whether to pay this over 1-3 months from your salary or as a one-off payment on commencement in post. The level of check required depends on the role that you have been offered. Currently the charges are - Basic DBS check £25.50, Standard DBS check £25.50 and Enhanced DBS check £53.50.
You are encouraged where possible, to register for the DBS update service. This is an annual registration fee of £16. By registering for the update service you will not have the additional cost of repeated disclosures.
Should you withdraw your application, you may be required to reimburse the cost of the DBS check.
DBS checks remain free of charge for volunteer positions.
By submitting an application for this vacancy you are confirming your agreement to the above in the event you are successfully appointed.
The DBS Code of Practice can be accessed here.
Please ensure that you read the Person Specification attached below as your application will be judged against this.
Please note that every effort will be made to keep the vacancy live until published closing date, though there may be instances where such interest is generated, that for administrative reasons the post may close earlier.
Please note that in line with national NHS guidelines this Trust operates a strict non-smoking policy. Members of staff are not permitted to smoke on Trust premises or grounds at any time nor take breaks during working hours for the purposes of smoking.
The Trust does not offer interview expenses to shortlisted candidates unless indicated in the advert.
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When you submit your application, the following privacy notice applies:
Your data is being collected by Blackpool Teaching Hospitals NHS Foundation Trust, whose privacy notice can be found here.
The data controller for this information is Blackpool Teaching Hospitals NHS Foundation Trust. This application tracking system is provided by Civica UK Ltd (https://www.civica.com/en-gb/product-pages/trac/) as a data processor.
To make an enquiry, a request for your personal information held as part of this process, or to arrange for any mistakes to be corrected, you may contact either the team who are handling your application or the Data Protection Officer ([email protected]).
“Electronic Staff Record: On commencement of employment with the Organisation, your personal data will be uploaded to the Electronic Staff Record (ESR). ESR is a workforce solution for the NHS which is used by the Organisation to effectively manage the workforce leading to improved efficiency and improved patient safety. Streamlining: In accepting employment with the Organisation, you accept that the following personal data will be transferred, in accordance streamlining staff movement principles, if you accept an offer with another NHS organisation, or your employment transfers to another NHS organisation, or in some cases if you are seconded to another NHS organisation: 1. Personal information (Name, address, NI number etc) – to enable the new NHS employer to verify who you are. 2. Employment information (your grade, employment dates, salary, post, sickness information etc) – to enable the new NHS employer to ensure you are paid correctly and can calculate appropriate NHS holiday and sickness entitlements. 3. Training compliance/competency information – so that you should not need to repeat some nationally recognised training, including statutory and mandatory/core skills training. 4. Full details of the exact data items shared can be supplied if required. Please be advised that immunisation and vaccination data is not currently transferred in all organisations, but may be in the future. However, please be assured that this data will not be shared without your permission – consent will be sought at such a time as the Organisation would like to share that data. Inter Authority Transfer (IAT) is the process by which certain personal data is transferred from one NHS organisation to another when you accept an offer or your employment transfers. NHS organisations have a legitimate interest in processing your data in this way in establishing the employment of a suitable workforce. The streamlining staff movement principles include data sharing arrangements which are aimed at improving efficiencies within the NHS both to make costs savings for Organisations but also to save you time when your employment transfers. Please be advised you have the right to object to your information being shared.
When you submit your application, the following privacy notice applies:
Your data is being collected by Blackpool Teaching Hospitals NHS Foundation Trust, whose privacy notice can be found here.
The data controller for this information is Blackpool Teaching Hospitals NHS Foundation Trust. This application tracking system is provided by Civica UK Ltd (https://www.civica.com/en-gb/product-pages/trac/) as a data processor.
To make an enquiry, a request for your personal information held as part of this process, or to arrange for any mistakes to be corrected, you may contact either the team who are handling your application or the Data Protection Officer ([email protected]).
“Electronic Staff Record: On commencement of employment with the Organisation, your personal data will be uploaded to the Electronic Staff Record (ESR). ESR is a workforce solution for the NHS which is used by the Organisation to effectively manage the workforce leading to improved efficiency and improved patient safety. Streamlining: In accepting employment with the Organisation, you accept that the following personal data will be transferred, in accordance streamlining staff movement principles, if you accept an offer with another NHS organisation, or your employment transfers to another NHS organisation, or in some cases if you are seconded to another NHS organisation: 1. Personal information (Name, address, NI number etc) – to enable the new NHS employer to verify who you are. 2. Employment information (your grade, employment dates, salary, post, sickness information etc) – to enable the new NHS employer to ensure you are paid correctly and can calculate appropriate NHS holiday and sickness entitlements. 3. Training compliance/competency information – so that you should not need to repeat some nationally recognised training, including statutory and mandatory/core skills training. 4. Full details of the exact data items shared can be supplied if required. Please be advised that immunisation and vaccination data is not currently transferred in all organisations, but may be in the future. However, please be assured that this data will not be shared without your permission – consent will be sought at such a time as the Organisation would like to share that data. Inter Authority Transfer (IAT) is the process by which certain personal data is transferred from one NHS organisation to another when you accept an offer or your employment transfers. NHS organisations have a legitimate interest in processing your data in this way in establishing the employment of a suitable workforce. The streamlining staff movement principles include data sharing arrangements which are aimed at improving efficiencies within the NHS both to make costs savings for Organisations but also to save you time when your employment transfers. Please be advised you have the right to object to your information being shared.