Job summary
The Patient Experience Team are looking for a motivated individual with experience of complex complaint handling, who has a passion for patient experience and using the tools available to support Trust wide learning through the experiences of our service users.
The post holder will be responsible for managing a complaints caseload from receipt to local resolution. To act as an expert advisor on complaints handling and PALS cases, providing support, advice and guidance to all levels of staff, ensuring that statutory and organisational requirements are met and that complaint handling delivers the best outcome for the complainant and for the service involved. Facilitate effective, efficient and confidential handling of complaints across the Trust using discretion, initiative, tact and diplomacy and including the development and maintenance of appropriate administrative systems, maintaining the central complaints database (Safeguard), the checking of responses to complaints, and to assist in the collation of reports.
To support the development and implementation of training programmes and the co-ordination of Patient Information across the Trust.
Main duties of the job
To have an extensive knowledge and understanding of the NHS complaints process and an ability to prioritise work in a customer focused setting. Manage complaints, ensuring they are dealt with in line with the Trust Concerns and Complaints policy and PHSO requirements.
Organise and facilitate meetings with complainants and relevant staff in order to facilitate resolution of concerns or complaint. Work as a flexible team player supporting and deputising for other team members as necessary.
Support the development of effective systems to collect, monitor, review and learn from patient and public feedback.
Facilitate, promote and advocate effective communication between users and healthcare professionals to resolve conflict and concerns, often in emotional and distressing circumstances, exploring the most suitable and appropriate form of action needed to meet their needs.
Prepare and deliver presentations/training sessions to a variety of audiences, in relation to complaints and PALS.
Contribute to analysis, and present detailed information on trends and themes from complaints, PALS concerns.
To support the co-ordination, monitoring and archiving of Patient Information across Trust, ensuring national guidelines are adhered to.
The post holder will be required to undertake any other duties and responsibilities within the framework of the post.
About us
The Patient Experience Team presently consists of eight staff, four of whom are Patient Advice and Liaison Officers (PALS).
We are a public, patient facing team who work closely with all divisions within the Trust and have close relationships with the Trust Senior Management Team.
Our aim is to work collaboratively with our colleagues and service users to positively support improved outcomes and shared learning for our Trust.
Job description
Job responsibilities
For the detailed job description and main responsibilities, please see attached job description and person specification for the role.
Job description
Job responsibilities
For the detailed job description and main responsibilities, please see attached job description and person specification for the role.
Person Specification
Education
Essential
- Educated to degree level or equivalent work experience
Desirable
- Educated to A Level equivalent with GCSE C and above in English
Experience
Essential
- Must have experience of working within an organisation that is public focussed and in providing mediation or customer care services within sensitive environments
Desirable
- Patient experience in health care setting
Experience
Essential
- Excellent written skills with high level attention to detail and ability to effectively communicate with staff and family
Desirable
- Ability to apply conflict resolution techniques to people with challenging behaviour
Knowledge
Essential
- Knowledge of NHS Complaints Regulations and PHSO Complaints Standards
Desirable
- Knowledge of the organisational arrangements with primary and secondary healthcare services
Experience
Essential
- Skilled in diplomacy, negotiation, IT packages, problem solving and customer care
Desirable
- Experience of Ulysses/Datix or equivalent packages
Experience
Essential
- Excellent time management skills with ability to autonomously organise and manage a complex caseload
Desirable
- Ability to deliver patient experience training packages to a broad audience
Person Specification
Education
Essential
- Educated to degree level or equivalent work experience
Desirable
- Educated to A Level equivalent with GCSE C and above in English
Experience
Essential
- Must have experience of working within an organisation that is public focussed and in providing mediation or customer care services within sensitive environments
Desirable
- Patient experience in health care setting
Experience
Essential
- Excellent written skills with high level attention to detail and ability to effectively communicate with staff and family
Desirable
- Ability to apply conflict resolution techniques to people with challenging behaviour
Knowledge
Essential
- Knowledge of NHS Complaints Regulations and PHSO Complaints Standards
Desirable
- Knowledge of the organisational arrangements with primary and secondary healthcare services
Experience
Essential
- Skilled in diplomacy, negotiation, IT packages, problem solving and customer care
Desirable
- Experience of Ulysses/Datix or equivalent packages
Experience
Essential
- Excellent time management skills with ability to autonomously organise and manage a complex caseload
Desirable
- Ability to deliver patient experience training packages to a broad audience
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.
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).
Additional information
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.
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).
