PALS Officer | Blackpool Teaching Hospitals NHS Foundation Trust

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 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 team’s email inboxes at times providing ‘on the spot’ support and advice face to face or/and liaising with the Patient Relations Officer/Manager to secure appropriate management of the case.
• Work collaboratively with investigating divisions to resolve concerns and enquiries.
• Draft correspondence as required.
• On receipt of complaint letters/e‑mails advise complainants of the different methods available to manage their complaint and “triage” complaints appropriately.
• 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 Officer’s absence.

This advert closes on Tuesday 28 Apr 2026.

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