Job summary
An exciting opportunity has arisen for an enthusiastic individual to work in our busy, friendly Patient Experience Team. We provide support for service users and carers in relation to the feedback we receive, including enquiries, concerns, complaints and compliments. This requires established skills in receiving, analysing and resolving a wide range of issues, which can be complex and highly sensitive.
Main duties of the job
Working within the Trust's Patient Experience Team, ensuring we meet national and local standards. To undertake delegated duties to ensure the delivery of an effective, visible and accessible Patient Experience service which meets the required standards across all Trust services throughout Derbyshire, this includes dealing with general feedback as well as concerns, complaints, comments and compliments using Trust procedures. To respond to Closer Look and Quick Resolution complaints following Trust processes, resolving matters sometimes in difficult circumstances. To offer information, advice, support and signpost people when required. To provide a listening service for patient, carers, and relatives concerns, ensuring that their contact with the Trust is as easy as possible.
About us
Join 'Team Derbyshire Healthcare' and become part of a talented, compassionate and enthusiastic workforce committed to a vision of 'making a positive difference in people's lives'.
CQC rated us as 'GOOD' overall, commenting on how our colleagues "treated patients with compassion and kindness" and "felt positive and proud about working for the trust."
Benefits include:
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Commitment to flexible working where this is possible
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27 days annual leave/year plus bank holidays, increasing to 29 days after 5 years & 33 days after 10 years' service
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Yearly appraisal and commitment to ongoing training
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Generous NHS pension scheme
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Good maternity, paternity and adoption benefits
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Health service discounts and online benefits
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Incremental pay progression
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Free confidential employee assistance programme 24/7
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Access to our LGBT+ network, BAME Network and Christian Network
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Health and wellbeing opportunities
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Structured learning and development opportunities
Job description
Job responsibilities
Please review the Job Description and Person Specification. To apply, please click APPLY FOR THIS JOB - this link will take you to the TRAC Recruitment Site. You will need to register if you do not already have an account.
Job description
Job responsibilities
Please review the Job Description and Person Specification. To apply, please click APPLY FOR THIS JOB - this link will take you to the TRAC Recruitment Site. You will need to register if you do not already have an account.
Person Specification
Essential
Essential
- oEducated to 'A' level or equivalent experience, including English language GCSE grade C or above or equivalent.
- oCustomer Services NVQ Level 3 or equivalent knowledge and/or experience
- oClear understanding of the NHS Complaints Procedure (Local resolution and Ombudsman)
- oUnderstanding of the Data Protection issues, Freedom of Information Act, Caldecott guidelines and Confidentiality policies, when dealing with patients and the public and any information stored about them
Desirable
- oBond Solon BTEC level 5 Complaints Training
- oMediation/facilitation skills
- oExperience of working with mental health service users & carers
- oExperience of using Datix system
- oUnderstanding of Patient Experience
Experience
Essential
- oComplaints handling experience
Desirable
- NHS/Social Care experience
Person Specification
Essential
Essential
- oEducated to 'A' level or equivalent experience, including English language GCSE grade C or above or equivalent.
- oCustomer Services NVQ Level 3 or equivalent knowledge and/or experience
- oClear understanding of the NHS Complaints Procedure (Local resolution and Ombudsman)
- oUnderstanding of the Data Protection issues, Freedom of Information Act, Caldecott guidelines and Confidentiality policies, when dealing with patients and the public and any information stored about them
Desirable
- oBond Solon BTEC level 5 Complaints Training
- oMediation/facilitation skills
- oExperience of working with mental health service users & carers
- oExperience of using Datix system
- oUnderstanding of Patient Experience
Experience
Essential
- oComplaints handling experience
Desirable
- NHS/Social Care 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).
