Job summary
Closing Date: 06.07.25
Shortlisting to take place in the week following closing date: commencing 07.07.25
Interview expected to take place in the week following shortlisting: commencing 14.07.25
We are seeking to recruit an enthusiastic and hardworking individual to work within the Patient Experience Team. The successful candidate will act as a facilitator in relation to support patients, visitors and carers who wish to raise a concern, a complaint, make a suggestion or compliment and need information/advice.
We are also looking for an individual that can demonstrate both strong administrative skills and a passion for improving patient experience. The post holder will have a good understanding of the work carried out by PALS within the NHS and knowledge of the NHS Complaints process. This is a challenging, but rewarding post, within a supportive team, focused on improving the experiences of people accessing our services and visiting our Trust.
Main duties of the job
To operate the Management of Patient Feedback including Complaints and Concerns Policy at Bradford Teaching Hospitals NHS Foundation Trust on a day to day basis.
To support daily activity within the Patient Experience Office. To deputise in the absence of the Senior Patient Experience Officers when required.
To act as first point of contact for patients, relatives, carers and members of the public who wish to raise concerns or suggestions, or who require information or advice. Contact may be face to face, telephone, email or written correspondence. Ensuring all contact are handled politely and appropriately at all times, often managing emotional and complex issues sensitively and in a caring manner.
To build excellent working relationships with staff across the Trust, to ensure good communication and a proactive approach to front line resolution of concerns.
To proactively support the team within stipulated time scales, escalating to the Senior Patient Experience Officers when complaints risk breaching timescales.
Provide advice to patients, service users, and members of the public and staff about the complaints procedures. To assist in the co-ordination of the investigation of informal and formal complaints. Monitor the progression of investigations to ensure that responses are made within the timescales in accordance with Bradford Teaching Hospitals NHS Foundation Trust Management of Patient Feedback including Complaints and Concerns Policy.
About us
Our People Charter outlines the behaviours we can expect from one another and what you can expect from Bradford Teaching Hospitals Foundation Trust:
- We value people
- We are one team
- We care
We're keen to meet people who share these values and are passionate about delivering the highest quality of care to our patients.
Job description
Job responsibilities
Excellent customer care is a critical activity within NHS organisations at preserving patient safety, experience and driving service improvements in all areas. Concerns and complaints handling can often be a highly emotive and difficult process for complainants. It is essential that the organisation is able to listen effectively when concerns are raised, and that the correct level of support is provided to ensure that patients and their families feel able to speak out. The role of the patient experience team is to ensure that the organisation answers concerns and feedback in a manner which is open, honest, transparent and clearly understood.
Inform all parties involved in the complaint investigation if the complainant continues through the Complaints process to the Parliamentary and Health Service Ombudsman.
To notify the Senior Patient Experience Officers immediately upon receipt of a serious complaint whereby disciplinary action may need to be taken or litigation is contemplated.
To produce reports from the In Phase system as and when requested.
To undertake a range of clerical and administrative duties
Job description
Job responsibilities
Excellent customer care is a critical activity within NHS organisations at preserving patient safety, experience and driving service improvements in all areas. Concerns and complaints handling can often be a highly emotive and difficult process for complainants. It is essential that the organisation is able to listen effectively when concerns are raised, and that the correct level of support is provided to ensure that patients and their families feel able to speak out. The role of the patient experience team is to ensure that the organisation answers concerns and feedback in a manner which is open, honest, transparent and clearly understood.
Inform all parties involved in the complaint investigation if the complainant continues through the Complaints process to the Parliamentary and Health Service Ombudsman.
To notify the Senior Patient Experience Officers immediately upon receipt of a serious complaint whereby disciplinary action may need to be taken or litigation is contemplated.
To produce reports from the In Phase system as and when requested.
To undertake a range of clerical and administrative duties
Person Specification
Experience
Essential
- Experience of supporting complaints procedures within the NHS or other similar public body
- Experience of planning and organising work to deliver a high quality performance within policy and service timescales.
- Involvement in the delivery and implementation of service improvements using a range of service improvement and project management techniques
Desirable
- Experience of identifying ways in which the service can be improved at a service, team and individual level.
- Experience of working in the NHS environment
Skills
Essential
- Excellent written and verbal communication skills and able to present data in a way that is easy to understand
Knowledge
Essential
- Understanding of Information Governance and Confidentiality
- Knowledge of Patient Administration System (or equivalent system)
Qualifications
Essential
- Educated to Diploma in relevant subject or NVQ 4 level and/or able to demonstrate equivalent qualifications, skills and experience.
Person Specification
Experience
Essential
- Experience of supporting complaints procedures within the NHS or other similar public body
- Experience of planning and organising work to deliver a high quality performance within policy and service timescales.
- Involvement in the delivery and implementation of service improvements using a range of service improvement and project management techniques
Desirable
- Experience of identifying ways in which the service can be improved at a service, team and individual level.
- Experience of working in the NHS environment
Skills
Essential
- Excellent written and verbal communication skills and able to present data in a way that is easy to understand
Knowledge
Essential
- Understanding of Information Governance and Confidentiality
- Knowledge of Patient Administration System (or equivalent system)
Qualifications
Essential
- Educated to Diploma in relevant subject or NVQ 4 level and/or able to demonstrate equivalent qualifications, skills and 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.
