Job summary
The Patient Experience Administrator is a key member of the Patient Experience Team. This post assists in the development and implementation of administrative systems to support the Complaints and PALS teams. This includes providing general office support as well as more specific support for certain aspects of the Complaints and PALS processes.
The post-holder is crucial in ensuring the day-to-day administrative support needed to ensure the smooth running of these services.
Main duties of the job
The main duties of this role involve providing administrative and support services within the Patient Experience team. Key responsibilities include redacting complaint and PALS records for various requests, managing the filing, scanning, and photocopying of documents, and overseeing stationery stock and orders. The role also includes monitoring complaint timelines through the 'bring forward' system, updating records on Radar, and closing complaints following CEO approval. Additionally, the role requires logging compliments, attending and taking minutes at meetings such as the Divisional Patient Experience Group and Local Resolution Meetings, coordinating PHSO requests, and handling phone calls from patients, carers, and the public, offering assistance or escalating issues where needed.
About us
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.
Job description
Job responsibilities
1. Redacting complaint/PALS records as required for the Parliamentary & Health Service Ombudsman (PHSO) requests, SARS requests, Complaints Lay Review Panel or other activities.
2. Filing, scanning and photocopying documents as required, such as new complaints received.
3. Managing stationery - stock control and ordering.
4. Completing the bring forward task (monitoring complaint due dates, contacting divisions before the due date and ensuring they contact the complainant and advise of any delays. Updating this on Radar and on paper files).
5. Closing complaints once CEO sign off has been received. This includes updating the Radar record with the closed date, scanning and sending the complaint responses.
6. Receiving and logging compliments within the process for this.
7. Attending Divisional Patient Experience Group to record the meeting, take notes and produce the meeting minutes, action log and agenda.
8. Arranging and note taking as required at multi-divisional Local Resolution Meetings
9. Loading closed enquiries onto Radar.
10. Coordinating requests for the PHSO
11. Answering calls and monitoring the office phones, providing assistance to patients, carers, relatives and members of the public; addressing their concerns where possible or escalating a message to PALS and Complaints officers where appropriate.
Job description
Job responsibilities
1. Redacting complaint/PALS records as required for the Parliamentary & Health Service Ombudsman (PHSO) requests, SARS requests, Complaints Lay Review Panel or other activities.
2. Filing, scanning and photocopying documents as required, such as new complaints received.
3. Managing stationery - stock control and ordering.
4. Completing the bring forward task (monitoring complaint due dates, contacting divisions before the due date and ensuring they contact the complainant and advise of any delays. Updating this on Radar and on paper files).
5. Closing complaints once CEO sign off has been received. This includes updating the Radar record with the closed date, scanning and sending the complaint responses.
6. Receiving and logging compliments within the process for this.
7. Attending Divisional Patient Experience Group to record the meeting, take notes and produce the meeting minutes, action log and agenda.
8. Arranging and note taking as required at multi-divisional Local Resolution Meetings
9. Loading closed enquiries onto Radar.
10. Coordinating requests for the PHSO
11. Answering calls and monitoring the office phones, providing assistance to patients, carers, relatives and members of the public; addressing their concerns where possible or escalating a message to PALS and Complaints officers where appropriate.
Person Specification
Essential Criteria
Essential
- Four GCSEs grade D or above to include Grade C or above in Maths and English.
- Customer service experience
- Previous NHS experience
Person Specification
Essential Criteria
Essential
- Four GCSEs grade D or above to include Grade C or above in Maths and English.
- Customer service experience
- Previous NHS experience
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).
