Liverpool Women's NHS Foundation Trust

Patient Experience Officer

This job is now closed

Job summary

To support the Head of Quality and Experience in the delivery of a proactive and effective, customer focused Patient Experience service. To be the first point of contact for patients, service users, their families and members of the public in the delivery of the PALs and Complaints services. The post holder will also be required to take a supportive role on some Trust wide initiatives.

Main duties of the job

To be part of a team supporting delivery of a proactive and effective, customer focused Patient Experience service. To be the first point of contact for patients, service users, their families and members of the public in the delivery of the PALs and Complaints services.

About us

Liverpool Women's NHS FT became part of NHS University Hospitals of Liverpool Group (UHLG) in November 2024, following the coming together with Liverpool University Hospitals NHS FT. UHLG was born from a shared aim to improve the care we provide to our patients.

UHLG is one of the largest employers in the region, with over 16,800 colleagues who are dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, UHLG is also their local NHS, providing general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.

At Liverpool Women's Hospital, each year we deliver approximately 7,500 babies, carry out around 50,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly and premature newborns, perform around 1,000 IVF cycles, and conduct over 4,000 genetic appointments.

We believe that this, along with a strong dedication to research and innovation, makes usthespecialist health provider of choice in Europe for women, babies and families.

For roles at Liverpool University Hospitals, visit their careers page.

UKVI guidelines prohibits sponsorship for all Band 2 posts. Guidelines state that many non-clinical posts are not eligible for sponsorship. Please use UKVI guidance on Skilled Worker Visas to determine your eligibility for sponsorship if you were to gain a conditional offer for this role.

https://www.gov.uk/skilled-worker-visa/your-job

Date posted

24 February 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

159-LWH-42-25

Job locations

Liverpool Women's Hospital NHS Foundation Trust

Crown Street

Liverpool

L8 7SS

Job description

Job responsibilities

PALS

To receive all PALs related queries and direct towards the relevant service as quickly as possible.

To provide information to users of the PALS service, and collect data relating to the information needs.

To interview individual patients/carers who express concern relating to treatment or care and facilitate solutions to those concerns as quickly as possible where possible or referring them on to formal complaint mechanisms.

To proactively liaise with clinical services to enable the service address and resolve any complaint or PALs query on an informal and timely basis directly with the patient and/or relative.

To provide information about local services, including voluntary and statutory agencies and to offer guidance and support to those accessing the service, providing links to services where appropriate.

To help to identify trends and themes arising from PALS ensuring that lessons are learnt.

To efficiently ensure that all PALs contacts are recorded accurately and completely on the Risk Management system on a proactive basis to allow timely trend and theme analysis.

Complaints

To operate the Managing Concerns and Complaints Policy at Liverpool Womens NHS Foundation Trust on a day to day basis.

To proactively manage complaints within stipulated time scales, escalating to the Head of Quality and Experience when complaints risk breaching timescales, completeness and quality requirements.

Provide support and advice to the Head of Quality and Experience on a day to day basis.

Deliver an informative and robust service to patients on behalf of Liverpool Womens NHS Foundation Trust.

Provide advice to patients, service users, and members of the public and staff about the complaints procedures.

To efficiently ensure that all complaints contacts are recorded accurately and completely on the Risk Management system on a proactive basis to allow timely trend and theme analysis.

To co-ordinate the investigation of Complaints. Monitor the progress of investigations to ensure that responses are made within the timescales in accordance with Liverpool Womens NHS Foundation Trust Managing Concerns and Complaints Policy. Keep the complainant informed about progress of the complaint at all times.

To gather intelligence of completion of complaints related action plans from the clinical services and store this electronically within the Risk Management system.

Offer any appropriate conciliation or mediation services as part of the local resolution process, with the agreement of all parties.

Inform all parties involved in the complaint investigation if the complainant continues through the Complaints process to the Parliamentary and Health Service Ombudsman.

To assist with the co-ordination and submission of reports on complaints.

To help to identify trends and themes arising from complaints ensuring that lessons are learnt.

To notify the Head of Quality and Experience immediately upon receipt of a serious complaint whereby disciplinary action may need to be taken or litigation is contemplated.

To arrange meetings and take notes and actions.

To provide administrative support to the Head of Quality and Experience.

Patient Experience

To support the Head of Quality and Experience to create and develop links with patient groups, clinical teams, community and voluntary groups, and members of the public to generate ideas for improving the patients experience of services and to facilitate the implementation of the improvements when required.

To agree with manager a reasonable work plan of initiatives.

To keep the Head of Quality and Experience regularly appraised of developments with feedback from patients and carers, highlighting cases that have potential to progress to formal complaints or good practice that needs sharing across services.

To support the delivery of the Friends and Family Test function when required

To assist in the coordination of the Patient Information Leaflets across the Trust when required.