Patient Experience Administrator

Job responsibilities

Provide high quality administration and secretarial support to the Patient Experience Team.

Produce correspondence to a high standard, using a range of MS office software products.

Provide administration for the Friends and Family Test.

Send completed FFT cards within the required timeframe and ensure FFT cards are ordered and available to wards / departments. Respond to enquiries regarding FFT.

Provide administration for the Child Death Process, liaising with the Patient Experience Officer, upload information onto the ECDOP system as requested.

Support arrangements for Child Death Overview Meetings liaising with other agencies to ensure all appropriate people attend.

Be responsible for inputting compliments received onto the Trusts computer system (DATIX).

Prepare data for monthly and quarterly patient experience reports and any ad hoc report requests received. Provide data for the annual report as requested.

Acknowledge receipt of formal complaints in 3 working days and enter the complaint information on the Datix system.

Support with sending out of complaint responses when confirmed by the Patient Experience Officer, close the complaint on Datix ensuring all findings, recommendations and regrading are recorded accurately.

Organise copies of correspondence and/or healthcare records and ensure these are sent to the appropriate Directorate, Lead Investigator or external sources in line with the Information Governance Policy.

Support with maintaining accurate records on Datix of PALS contacts, compliments, hospital bereavements, formal and informal complaints.

Keep the Trusts Intranet & Internet for the Patient Experience Team, up to date, to ensure patients and staff can locate relevant information easily.

Ensure stock of Posters/Leaflets/Literature and keep topped up in all areas, liaise with leads.

Arrange meetings as requested by members of the Patient Experience Team, liaise with the Complainant / PALS contact / Bereaved family member. Send out confirmation of meeting and arrange where to meet Complainant / Contact, and escort to meeting room. Arrange for car parking ticket where applicable.

Ensure recording device is set up for meetings or if necessary take and transcribe notes of meetings when required. Download recordings onto disc and save in Patient Experience shared drive in the appropriate section, send disc to complainant

Ensure all recording and video interpreting equipment is kept fully charged and available for use. Manage any requests for lending of equipment to other departments within the Trust.

Locate, obtain and track medical records using LORENZO system.

Be responsible for managing an effective system of filing, scanning of documents and organise annual archive of paper complaint files.

Maintain and order stationary required by the team.

Assist the Patient Experience Team with auditing formal and informal complaint and compliment data.

Handle the Patient Experience Teams incoming and outgoing mail.

Manage lost property electronic record and ensure is it kept up to date and available on the Patient Experience shared drive.

Contact patients / relatives / visitors regarding property that has been found.

Attend internal and external meetings as nominated by the Patient Experience Manager and report back to Patient Experience Team

Qualifications

Essential

• Good standard of general education at GCE/GCSE level or equivalent, including Maths and English Language
• NVQ Level 4 Business Administration qualification
• ECDL or equivalent IT qualification

Desirable

• RSA Level 3 or equivalent

Experience

Essential

• Experience of working in a busy office environment without supervision
• Experience of liaising with a range of professionals at all levels
• Experience of working with patient administration systems, such as Lorenzo
• Experience of maintaining efficient and effective office systems and processes
• Excellent standards of accuracy and organisational skills
• Experience of dealing with enquiries of a confidential and sensitive nature, with tact and diplomacy

Desirable

• Experience of working with Datix system
• Previous experience of working in the NHS

Skills

Essential

• Good working knowledge of all Microsoft Office systems, e.g. Word, Excel, Outlook and databases
• Advanced keyboard skills
• Knowledge of data protection and patient confidentiality legislation
• Able to prioritise and manage time effectively
• Excellent communication skills
• Ability to use active listening skills
• Able to respond to routine questions/queries, advise how to access services, know when to refer to others
• Ability to establish/keep records and produce reports, provide data on request
• Ability to respond flexibly to the demands of working in a complex and diverse environment
• Ability to develop effective working relationships with different levels and disciplines within the organisation
• Initially deal with challenging contacts from the public face-to-face and via the telephone
• Minute taking and meeting/events organisation
• Knowledge of the PALS and Bereavement Services and the Trusts Formal Complaints Procedure

Personal Qualities

Essential

• Motivated and enthusiastic
• Organised and professional
• Tactful and diplomatic
• Willingness to participate in the development of systems and processes within the Patient Experience Team
• Adaptable and flexible approach to work
• Ability to work and communicate with people at all levels
• Ability to deal with unpredictable workload and frequent interruptions
• Able to work as a team member

Other

Essential

• Smart personal presentation and appearance
• Evidence of ongoing personal development

Desirable

• Car owner/driver willing to travel in the course of undertaking duties
• Ability to work occasionally outside of normal office working hours

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).