Job summary
We are looking for a dynamic, enthusiastic person who is committed to improving the quality of services we deliver. As a Patient Information & Complaints Officer, your role is to both ensure that our patient information is understandable and relevant, and to provide a high standard of customer service and support in delivering a responsive and accessible complaints service.
The successful candidate will be a strong team player, well organised with a keen eye for detail and accuracy and the ability to identify critical issues as well as have an empathetic manner. Experience in how to produce high quality, accurate and evidence-based patient information and NHS complaints handling would be beneficial. An understanding and experience of working with cancer patients will also be an advantage.The Trust is located on two sites and although this post is based at Chelsea, we are looking to appoint an individual who is willing to work across both sites as necessary. Hybrid and flexible working options are available.
Main duties of the job
The post holder will support the Patient Information service by undertaking a portfolio of patient information work on a regular basis and as required. They will also play a key role in the provision of a robust and responsive complaints services in line with the latest legislation, national guidance and Trust policy. They will contribute to an efficient, compassionate, professional and comprehensive service working with the teams to set the standards, promote and drive improvements for complainants, patients, their families and their carers across the Trust.
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
- Promote The Royal Marsden NHS Foundation Trust as a centre of excellence through the production and publication of high quality, accurate and evidence-based information in a variety of media.
- Support and advise staff in the production of patient information and deliver regular training on best practice in how to produce this.
- Coordinate and complete in a timely fashion the production of agreed Patient Information work, in partnership with relevant professional colleagues involved in the project schedules and publishing processes.
- Meet with the Complaints, PALS, Bereavement and Patient Information Manager on a regular basis to review work plans.
- Proactively work as part of a team, handling complaints locally from receipt to resolution within specified timeframes.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
- Promote The Royal Marsden NHS Foundation Trust as a centre of excellence through the production and publication of high quality, accurate and evidence-based information in a variety of media.
- Support and advise staff in the production of patient information and deliver regular training on best practice in how to produce this.
- Coordinate and complete in a timely fashion the production of agreed Patient Information work, in partnership with relevant professional colleagues involved in the project schedules and publishing processes.
- Meet with the Complaints, PALS, Bereavement and Patient Information Manager on a regular basis to review work plans.
- Proactively work as part of a team, handling complaints locally from receipt to resolution within specified timeframes.
Person Specification
Education/Qualifications
Essential
- Educated to degree level or equivalent
Desirable
- Healthcare and/or relevant professional qualification
- Communication skills training
- An understanding of NHS policy and procedures, and guidelines in complaints management
Experience
Essential
- Demonstrable experience of working in a clinical or other pressurised service delivery environment
- Experience of Patient Information production and associated accreditations
- Experience of proof reading and good attention to detail
- Awareness of equal access and cultural issues
- Experience of producing written material (including response letters, reports and presentations) to a high standard
- Demonstrable experience of handling NHS complaints
Desirable
- Knowledge of cancer services
- Experience of working at a corporate level in a similar organisation
- Working experience of clinical risk management or governance
- Experience of chairing meetings and taking minutes
Skills/Abilities/Knowledge
Essential
- Thorough knowledge and understanding of complaints investigation, confidentiality and consent procedures in the context of clinical governance in the NHS
- Ability to communicate complex and/or contentious information clearly, and assess information and come to balanced conclusions
- Ability to communicate with professionals, patients, carers, the public, in a nonprescriptive, facilitative manner
- Understanding of the wider issues in relation to cancer care for people affected by cancer
Person Specification
Education/Qualifications
Essential
- Educated to degree level or equivalent
Desirable
- Healthcare and/or relevant professional qualification
- Communication skills training
- An understanding of NHS policy and procedures, and guidelines in complaints management
Experience
Essential
- Demonstrable experience of working in a clinical or other pressurised service delivery environment
- Experience of Patient Information production and associated accreditations
- Experience of proof reading and good attention to detail
- Awareness of equal access and cultural issues
- Experience of producing written material (including response letters, reports and presentations) to a high standard
- Demonstrable experience of handling NHS complaints
Desirable
- Knowledge of cancer services
- Experience of working at a corporate level in a similar organisation
- Working experience of clinical risk management or governance
- Experience of chairing meetings and taking minutes
Skills/Abilities/Knowledge
Essential
- Thorough knowledge and understanding of complaints investigation, confidentiality and consent procedures in the context of clinical governance in the NHS
- Ability to communicate complex and/or contentious information clearly, and assess information and come to balanced conclusions
- Ability to communicate with professionals, patients, carers, the public, in a nonprescriptive, facilitative manner
- Understanding of the wider issues in relation to cancer care for people affected by cancer
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.
