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University Hospitals Coventry and Warwickshire NHS Trust

Patient Experience Administration Officer

The closing date is 10 July 2025

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Job summary

The Patient Relations Administration Officer will provide administrative support to the Patient Advice and Liaison Service (PALS), in accordance with Departmental and Trust guidelines, policies and procedures.

Please be advised sponsorship is not eligible for this post.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

Main duties of the job

  1. To assist with the implementation and maintenance of an efficient office management system/procedures to enable the Department to optimise their standards of care.
  2. Deal with telephone enquiries received into the Patient Experience Team including the management of voicemails received by the Patient Advice and Liaison Service (PALS) Teams and escalate to the appropriate member of staff, ensuring that this is logged and attached to Datix.
  3. Welcome, receive and greet all visitors to the area, providing the first point of contact for all service users, resolving routine enquiries and complaints professionally and in accordance with Departmental and Trust standards and procedures referring other queries to relevant colleagues where appropriate.
  4. Collate, photocopy, scan, and input and/or distribute information and patient records on behalf of the Patient Advice and Liaison Service (PALS) Team.
  5. Monitor consent requests on Datix and seek consent when required by contacting the complainant. Ensure once appropriate consent is received that Datix is updated, and the PALS Coordinator informed.

About us

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

Details

Date posted

26 June 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,625 to £25,674 a year per annum

Contract

Permanent

Working pattern

Full-time, Compressed hours

Reference number

218-AC-B3-7297150

Job locations

University Hospitals Coventry and Warwickshire

Clifford Bridge Road

Coventry

CV2 2DX


Job description

Job responsibilities

  • Is responsible for ensuring a signed PALS response and general correspondence is posted to the appropriate person.
  • Support the PALS Coordinator to ensure the tracking of PALS responses which are due.
  • Responsible for liaising with Trust Departments to ensure availability of documentation and patient records to support PALS responses. Will be required to review notes/documentation and scan and share information appropriately.
  • Organise documents and medical records for scanning to be shared with PALS Officers.
  • Prepare agendas and make arrangements for routine and ad hoc meetings for the Head of Patient Relations and PALS Co-ordinator and the Patient Experience Team when required.
  • Maintain high quality standards by ensuring that the data entered onto Trust systems on behalf of the Complaints and PALS team is accurate, complete, and up to date including EPR.
  • Following training, provide cross-cover support for other roles within the Team in the absence of colleagues.
  • Responsible for maintaining and developing an efficient and effective electronic Department filing system.
  • Responsible for managing mail (electronic and written) received into PALS Department and ensure it is correctly recorded and added to Datix postbook or escalated to an appropriate member of staff if required.
  • Participate in an annual personal development review and work to achieve agreed objectives.
  • Participate in appropriate training and development activities relevant to the role.
  • Undertake any other tasks as required by the Head of Patient Relations or PALS Co-ordinator in accordance with the grade and nature of the post as required.
  • Prioritising daily tasks to achieve set timescales.
  • Where required order stationary and any other items.

For further details of the role please see the attached job description.

Job description

Job responsibilities

  • Is responsible for ensuring a signed PALS response and general correspondence is posted to the appropriate person.
  • Support the PALS Coordinator to ensure the tracking of PALS responses which are due.
  • Responsible for liaising with Trust Departments to ensure availability of documentation and patient records to support PALS responses. Will be required to review notes/documentation and scan and share information appropriately.
  • Organise documents and medical records for scanning to be shared with PALS Officers.
  • Prepare agendas and make arrangements for routine and ad hoc meetings for the Head of Patient Relations and PALS Co-ordinator and the Patient Experience Team when required.
  • Maintain high quality standards by ensuring that the data entered onto Trust systems on behalf of the Complaints and PALS team is accurate, complete, and up to date including EPR.
  • Following training, provide cross-cover support for other roles within the Team in the absence of colleagues.
  • Responsible for maintaining and developing an efficient and effective electronic Department filing system.
  • Responsible for managing mail (electronic and written) received into PALS Department and ensure it is correctly recorded and added to Datix postbook or escalated to an appropriate member of staff if required.
  • Participate in an annual personal development review and work to achieve agreed objectives.
  • Participate in appropriate training and development activities relevant to the role.
  • Undertake any other tasks as required by the Head of Patient Relations or PALS Co-ordinator in accordance with the grade and nature of the post as required.
  • Prioritising daily tasks to achieve set timescales.
  • Where required order stationary and any other items.

For further details of the role please see the attached job description.

Person Specification

Qualifications

Essential

  • See supporting documents

Desirable

  • See supporting documents

Experience

Essential

  • See supporting documents

Desirable

  • See supporting documents

Knowledge

Essential

  • See supporting documents

Desirable

  • See supporting documents

Skills

Essential

  • See supporting documents

Desirable

  • See supporting documents

Commitment to Trust Values and Behaviours

Essential

  • See supporting documents
Person Specification

Qualifications

Essential

  • See supporting documents

Desirable

  • See supporting documents

Experience

Essential

  • See supporting documents

Desirable

  • See supporting documents

Knowledge

Essential

  • See supporting documents

Desirable

  • See supporting documents

Skills

Essential

  • See supporting documents

Desirable

  • See supporting documents

Commitment to Trust Values and Behaviours

Essential

  • See supporting documents

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.

Employer details

Employer name

University Hospitals Coventry and Warwickshire NHS Trust

Address

University Hospitals Coventry and Warwickshire

Clifford Bridge Road

Coventry

CV2 2DX


Employer's website

https://www.jobsatuhcw.co.uk (Opens in a new tab)

Employer details

Employer name

University Hospitals Coventry and Warwickshire NHS Trust

Address

University Hospitals Coventry and Warwickshire

Clifford Bridge Road

Coventry

CV2 2DX


Employer's website

https://www.jobsatuhcw.co.uk (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Patient Experience Administration Lead

Adele Tidman

adele.tidman@uhcw.nhs.uk

02476967289

Details

Date posted

26 June 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,625 to £25,674 a year per annum

Contract

Permanent

Working pattern

Full-time, Compressed hours

Reference number

218-AC-B3-7297150

Job locations

University Hospitals Coventry and Warwickshire

Clifford Bridge Road

Coventry

CV2 2DX


Supporting documents

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