PALS Officer — Patient & Resolution

Role

the PALS Officer is the first point of contact for service users and their family/friends to raise queries and concerns about the treatment and care we provide.

The role of the PALS Officer is to ensure these contacts are escalated and monitored for resolution in a timely manner, and recorded correctly for reporting.

At times you will need to deal with challenging situations with upset and emotional patients/relatives, and so empathy and compassion, with the capability to actively listen, are essential attributes in this public facing role.

The role is based at our Northwick Park Hospital site, but there may be some occasion to travel and work at our Ealing Hospital site.

As a PALS Officer, you will be an integral part of the Patient Experience Team, ensuring queries and concerns from our patients and their relatives are handled efficiently and compassionately.

Your role will involve managing the PALS enquiries from beginning to resolution, working closely with clinical and non-clinical teams to ensure a timely and satisfactory outcome.

London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.

Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.

• Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country’s top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
• St Mark’s Hospital: an internationally renowned specialist centre for bowel disease
• Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
• Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.

We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.

Advert closed on Saturday 10 Jan 2026 and no longer accepting applications.