Patient Advice & Liaison Service (PALS) Manager

An exciting opportunity has arisen to lead the Patient Advice and Liaison Service (PALS) at UCLH. Working within the Chief Nurse Division, the post holder will ensure we provide high-quality, effective, and efficient PALS service. The post holder will be responsible for the development, implementation, and continuous improvement of PALS systems and processes, ensuring a responsive, accessible, and patient-centred service for patients, families, carers, and members of the public across all Trust sites., The post holder will line manager the PALS team and provide specialist advice, guidance, and support to staff and divisional management teams on all matters relating to PALS and will hold operational responsibility for the day-to-day management of PALS.

The post holder will ensure that the service is responsive to the needs and concerns of patients, families, carers, and the public, supporting the early resolution of concerns and facilitating improvements in patient experience and service delivery and ensuring the patient voice is used to inform quality improvement initiatives.

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.

We provide first-class acute and specialist services across eight sites:o University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)o National Hospital for Neurology and Neurosurgeryo Royal National ENT and Eastman Dental Hospitalso University College Hospital Grafton Way Buildingo Royal London Hospital for Integrated Medicineo University College Hospital Macmillan Cancer Centreo The Hospital for Tropical Diseaseso University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.

We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.