Job Description

To promote the patient advice and liaison service (PALS), throughout hospitals and communities, ensuring that information is widely shared about the support available from the PALS Service.



This Patient Experience department focuses on improving & maintaining the patient experience and facilitating better patient centred care, that is safe & sustainable for a modern healthcare system.



We are looking for enthusiastic people to join our busy & friendly PALS Team - the service covers the population of Hywel Dda. This is an exciting opportunity for people that enjoy working in a dynamic, multi-faceted & multi-disciplinary environment, both full & part time positions are available. Some hybrid working maybe required, along with the ability to travel to other Health Board sites when required.



Base location is to be confirmed upon appointment.



The successful candidates must have excellent communication & listening skills as communicating sensitively with patients and colleagues is essential. The post holder should demonstrate accuracy, attention to detail and have the ability to handle confidential and highly sensitive information. This role requires people to work under their own initiative to provide solutions for people who contact the service.



This is a demanding role requiring strong effective communication - via face to face, written & electronic correspondence dealing sensitively with callers - liaising in a professional manner with service users who could sometimes be distressed including patients, relatives, carers, advocates, medical and clinical professionals.



To be the first point of contact via telephone, face to face, email or letter, for patients, their families and carers for any requests for information, advice, support related to their care and treatment. The team are also the first point of contact for anyone raising concerns or complaints. To work with colleagues in supporting a range of patient experience, events & activities such as undertaking ward and community daily visits. Ensure patients, carers and the public have access to timely & high quality information, advice and signposting.



Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.



We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.



We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.

Our services are provided in:

Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers Numerous mental health and learning disabilities services

You will be able to find a full job description and person specification attached within the supporting documents.



The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.



The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.



Interviews will be held on 24/09/2025.