Job summary
We are looking for a compassionate and proactive Patient Relations Officer (Complaints) to join our dedicated team
This is a key front-line role in helping to deliver a high-quality, patient-centred experience. As a key member of the Patient Relations Team, you will provide an effective, responsive, and empathetic service to patients, families, carers, and enquirers - aligned with national standards, best practice and our patient relations policies.
You'll offer accurate information, confidential support, and practical advice, with a strong focus on manging cases that have been referred to the Parliamentary and Health Services Ombudsman (PHSO). This is a fast-paced role that demands excellent customer care skills and a calm, solution-focused approach.
Main duties of the job
The Patient Relations Officer will ensure effective handling of complaints within their assigned areas of responsibility, including cases that have been referred to the Parliamentary and Health Service Ombudsman. As a key member of the Patient Relations Team, the post holder will facilitate the processing of complaints received by the Trust for investigation and written response. They will also work closely with Patient Advice and Liaison Services (PALS) to de-escalate and promptly resolve concerns wherever possible including any 'here and now' issues identified in the complaint investigation.
They will operate within complaints handling processes and systems, adhering to standard operating procedures and case managing complaints for investigation within agreed timescales, meeting response KPIs. This will involve the monitoring, analysis and reporting of complaints data and information, with escalation of more complex/serious cases as appropriate. The post-holder will provide expert professional support and guidance on all matters relating to complaints and raising concerns.
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Job description
Job responsibilities
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications
Essential
- Educated to Degree level or substantial experience at a comparable level
- Minimum English qualification -- GCSE grade A-C
Desirable
- To have an understanding of the NHS national complaints regulations.
Experience
Essential
- Experience of working with patients and families, including handling complex issues and behaviours.
- Experience of working as part of a team.
- Knowledge of the Parliamentary and Health Service Ombudsman (PHSO).
- Experience of producing reports.
- Experience of negotiating with staff of all grades/ professional groups and members of the public.
- Experience of using Radar or similar database.
- Experience of structured letter writing in a professional style.
- Proven working knowledge of Microsoft Office applications: e.g. Outlook/Word/Excel.
- Experience of managing own workload.
- Experience of facilitating meetings.
- Experience of interrogating patient record systems.
- Specialist knowledge of PALS and complaints practice, policies and compliance requirements.
- Knowledge of the NHS Complaints Regulations.
- Understanding of the issues and policies around equality.
- Knowledge relating to GDPR, duty of confidentiality, safeguarding and consent.
Desirable
- Experience of managing a complaints caseload or equivalent case handling.
- Experience/knowledge of using and developing Radar.
- Experience/knowledge of mediation.
Additional Criteria
Essential
- Excellent interpersonal and customer service skills.
- Ability to plan, prioritise and manage workload on a day-to-day basis, responding to changes requiring adjustment of plans at short notice.
- Able to identify problems and propose solutions or improvements.
- Ability to understand, manage and resolve complex, sensitive or contentious issues.
- Ability to manage conflict and diffuse difficult situations.
- Ability to mediate, negotiate with and influence others.
- Ability to write a professional letter.
- Excellent organisation skills, written and verbal communication.
- Proficient in the use of MS Office.
- Excellent standard of written English, including the correct use of grammar.
- Able to use own initiative.
- Ability to complete accurate data entry in a timely manner.
- Empathic and caring attitude.
- Interpersonal skills required include listening skills, persuading, influencing, advising, negotiating, motivating, training, reassurance.
- Ability to produce and deliver written and verbal reports.
- Able to work and travel across all UHB sites, as required by the role.
- Able to work without supervision in a challenging and busy environment while meeting tight deadlines.
- Able to think clearly under pressure, reach decisions and take appropriate actions.
- Ability to work with and engage staff at all levels.
- Empathetic, caring attitude towards patients and their carers, relatives and representatives.
- Proactive and innovative approach.
- Self-motivated.
Desirable
- Able to chair and facilitate meetings.
Person Specification
Qualifications
Essential
- Educated to Degree level or substantial experience at a comparable level
- Minimum English qualification -- GCSE grade A-C
Desirable
- To have an understanding of the NHS national complaints regulations.
Experience
Essential
- Experience of working with patients and families, including handling complex issues and behaviours.
- Experience of working as part of a team.
- Knowledge of the Parliamentary and Health Service Ombudsman (PHSO).
- Experience of producing reports.
- Experience of negotiating with staff of all grades/ professional groups and members of the public.
- Experience of using Radar or similar database.
- Experience of structured letter writing in a professional style.
- Proven working knowledge of Microsoft Office applications: e.g. Outlook/Word/Excel.
- Experience of managing own workload.
- Experience of facilitating meetings.
- Experience of interrogating patient record systems.
- Specialist knowledge of PALS and complaints practice, policies and compliance requirements.
- Knowledge of the NHS Complaints Regulations.
- Understanding of the issues and policies around equality.
- Knowledge relating to GDPR, duty of confidentiality, safeguarding and consent.
Desirable
- Experience of managing a complaints caseload or equivalent case handling.
- Experience/knowledge of using and developing Radar.
- Experience/knowledge of mediation.
Additional Criteria
Essential
- Excellent interpersonal and customer service skills.
- Ability to plan, prioritise and manage workload on a day-to-day basis, responding to changes requiring adjustment of plans at short notice.
- Able to identify problems and propose solutions or improvements.
- Ability to understand, manage and resolve complex, sensitive or contentious issues.
- Ability to manage conflict and diffuse difficult situations.
- Ability to mediate, negotiate with and influence others.
- Ability to write a professional letter.
- Excellent organisation skills, written and verbal communication.
- Proficient in the use of MS Office.
- Excellent standard of written English, including the correct use of grammar.
- Able to use own initiative.
- Ability to complete accurate data entry in a timely manner.
- Empathic and caring attitude.
- Interpersonal skills required include listening skills, persuading, influencing, advising, negotiating, motivating, training, reassurance.
- Ability to produce and deliver written and verbal reports.
- Able to work and travel across all UHB sites, as required by the role.
- Able to work without supervision in a challenging and busy environment while meeting tight deadlines.
- Able to think clearly under pressure, reach decisions and take appropriate actions.
- Ability to work with and engage staff at all levels.
- Empathetic, caring attitude towards patients and their carers, relatives and representatives.
- Proactive and innovative approach.
- Self-motivated.
Desirable
- Able to chair and facilitate meetings.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
