Patient Relations Support Officer

Job description

Job responsibilities

The post holder will be responsible for the provision of high quality, administrative support to the Patient Relations Team including the Associate Director of Patient Relations and the Head of Patient Relations.

To provide high quality administration and secretarial support to the Patient Relations Team.

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

To maintain accurate records of PALS contacts, compliments, formal and informal complaints, as advised by the other members of the Patient Relations Team.

To be responsible for the inputting of data onto the Trusts complaints system (DATIX).

Screen and answer incoming telephone calls, dealing with enquiries in a helpful and diplomatic manner whilst maintaining confidentiality at all times

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

To be responsible for managing an effective system of filing, archiving and scanning of documents.

To assist in the production of monthly, quarterly and annual complaint reports.

Participate in dealing with routine enquiries to the Patient Information Centre, via the telephone or in person.

To maintain and order stationery required by the team.

To arrange meetings as requested by members of the Patient Relations Team.

To take and transcribe notes of meetings when required, or to make arrangements for the recording of meetings

Locate, obtain and track medical records when necessary

To assist the Patient Relations Team with auditing formal and informal complaint and compliment data.

To handle the Patient Relations Teams incoming and outgoing mail.

Assist with outreach work this involves eliciting the views of patients on wards and in other settings and the Equality and Diversity agenda.

The post holder will also be expected to:

Assist with duties appropriate to the grade during period of staff absence

To provide short-term cover for colleagues during periods of leave.

To ensure that all Trust standards are maintained and monitored to improve the quality of care to all who come into contact with services provided by the Royal Wolverhampton NHS Trust.

Every employee has a duty to take reasonable care of the health and safety of him / herself and of other persons who may be affected by his/her acts or omissions at work, and to co-operate with the Royal Wolverhampton NHS Trust to ensure that statutory and Trust regulations are complied with.

To participate in appraisals and personal reviews and work to achieve agreed set objectives.

Participate in appropriate training and development activities

To participate in team, professional and personal development activities and promote commitment to continuous development and improvement.

Ensure that all staff consciously review mistakes, complaints and incidents/near misses as well as successes to improve performance and the level of customer care.

All employees will have an organisational and individual responsibility towards safeguarding vulnerable adults, young people and children. Where employees are working with children, young people and families they have a responsibility to cooperate in national safeguarding policy around early intervention activities appropriate to improving health outcomes.

To abide by Infection Prevention and Control policies relevant to their area of work, and undertake the necessary level of training. This will be appraised through the KSF review process or other relevant professional review process.

This job description is subject to review at any time in consultation with the post holder.

Person Specification

Qualifications

Essential

• Knowledge and experience of office administration up to NVQ level 3 or equivalent experience

Desirable

• RSA 2

Experience/Skills

Essential

• IT skills / DATIX knowledge
• Experience of working with members of the public

Desirable

• Knowledge of good office and administrative practice
• Experience of working in a health-related environment
• Knowledge and experience of organisational procedures and practices

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).

Employer details

Employer name

The Royal Wolverhampton NHS Trust

Address

The Royal Wolverhampton NHS Trust

Wolverhampton Road

Wolverhampton

WV10 0QP

Employer's website

https://www.royalwolverhampton.nhs.uk/ (Opens in a new tab)