Job summary
The Patient Advice and Liaison Service will be recruiting a patient experience officer to join their established team. This role has a focus on supporting improvements to patient experience through the complaints process including timely investigation and resolution and collating Trust wide learning to positively influence and support Trust wide changes.
The role includes planning and initiating complaint investigations, ensuring complaints are investigated appropriately, thoroughly and timely monitoring progress and assisting in the resolution of potential delays.
The patient experience officer will support the PALS Team in ensuring that the Trust complies with national standards and procedures as per regulatory bodies i.e. the ICB, NHS England and the Parliamentary Health Service Ombudsman, with involvement in statistical analysis regarding performance for internal assurance and for external organisations.
The post holder as part of the PALS team will act as point of contact for complaint investigation and management for both internal and external staff and organisations.
Patient Experience officers will support with the analysis of complaints data including identifying trends at Directorate and Trust level through the Clinical Governance mechanisms and will be involved in identifying and implementing learning at a Divisional and Trust level.
Main duties of the job
The post holder will manage and co-ordinate all complaints received within the Trust and decide on how the correspondence received should be processed, e.g. formal complaint, informal complaint, and professional to professional enquiry, in line with the NHS Complaints Standards
The post holder will review, allocate and manage the cases of complaints received in the Trust.
The post holder will be responsible for ensuring that all types of complaints are appropriately, promptly and accurately recorded on DATIX to ensure accurate up-to date information is available at all times.
The post holder will work closely with divisions and directorates to develop and maintain effective relationships with Trust staff at all levels so that divisional teams are supported in the investigation of complaints, ensuring all complainants' issues are addressed.
About us
DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues. At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions. As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.We offer a range of benefits to support our people including:o Extensive range of learning opportunitieso NHS Pension Schemeo Generous holiday entitlement in line with Terms & Conditionso Comprehensive health and wellbeing supporto NHS Car Lease schemes and a range of salary sacrifice schemeo Discounts on restaurants, getaways, shopping and finance through external providers.
Job description
Job responsibilities
Please see attached to the advert a job description and person specification for further details. Please ensure you read this document carefully.Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.
Certificate of sponsorship
For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link below to check your eligibility. Check if you need a UK visa - GOV.UK
Please note that from 9th April2025, band 2 & 3 entry roles are no longer eligible for sponsorship.
Job description
Job responsibilities
Please see attached to the advert a job description and person specification for further details. Please ensure you read this document carefully.Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.
Certificate of sponsorship
For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link below to check your eligibility. Check if you need a UK visa - GOV.UK
Please note that from 9th April2025, band 2 & 3 entry roles are no longer eligible for sponsorship.
Person Specification
Knowledge and Experience
Essential
- Experience of supporting a team
- Experience working in an environment with conflicting pressures and changing workload
- Experience of working within the NHS
- Experience of managing day to day routines associated with activities that have deadlines
- Administration experience including the compilation and writing of reports, letters and the administration and management of patient experience related meetings
Desirable
- Previous complaint management within the NHS
- Knowledge of DATIX / Incident reporting systems
- Experience of collating data
- Demonstrates analytical and problem solving skills
- Analytical skills to identify key facts from large amounts of information
Qualifications/ Training
Essential
- Educated to degree level or equivalent qualification or experience.
Desirable
- Evidence of Continuing Professional Development
Personal Attributes & Skills
Essential
- Good communication and interpersonal skills including the ability to listen and communicate effectively verbally and in writing.
- Good negotiation and conflict resolution skills to manage and de-escalate potentially difficult/contentious situations
- Experience of dealing with challenging or upset people or experience or responding to complaints and concerns
- Able to work both cohesively within a small team and independently.
- Robust organisational skills with the ability to prioritise workload and meet tight timescales
- Ability to manage own workload without direct supervision
- Ability to work under pressure in a busy working environment
Desirable
- Ability to use own initiative to solve problems and work with minimal supervision as part of a team.
Person Specification
Knowledge and Experience
Essential
- Experience of supporting a team
- Experience working in an environment with conflicting pressures and changing workload
- Experience of working within the NHS
- Experience of managing day to day routines associated with activities that have deadlines
- Administration experience including the compilation and writing of reports, letters and the administration and management of patient experience related meetings
Desirable
- Previous complaint management within the NHS
- Knowledge of DATIX / Incident reporting systems
- Experience of collating data
- Demonstrates analytical and problem solving skills
- Analytical skills to identify key facts from large amounts of information
Qualifications/ Training
Essential
- Educated to degree level or equivalent qualification or experience.
Desirable
- Evidence of Continuing Professional Development
Personal Attributes & Skills
Essential
- Good communication and interpersonal skills including the ability to listen and communicate effectively verbally and in writing.
- Good negotiation and conflict resolution skills to manage and de-escalate potentially difficult/contentious situations
- Experience of dealing with challenging or upset people or experience or responding to complaints and concerns
- Able to work both cohesively within a small team and independently.
- Robust organisational skills with the ability to prioritise workload and meet tight timescales
- Ability to manage own workload without direct supervision
- Ability to work under pressure in a busy working environment
Desirable
- Ability to use own initiative to solve problems and work with minimal supervision as part of a team.
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).
