Patient Support & Complaints Officer - Band 4

Job summary

Are you an excellent communicator, with good listening and people skills? Can you work on your own initiative and be tenacious yet tactful in solving problems? Are you comfortable talking to people who may be distressed? Have you experience working in customer services? If this sounds like you, the Patient Support & Complaints Team (PSCT) at The Royal United Hospital is looking for an energetic and committed individual to join the team.

The team is the main point of contact for individuals wishing to raise concerns or seeking advice or information about Trust services. The post holder is required to adopt a flexible and supportive approach to resolving requests for information and addressing complaints and concerns regarding Trust services via the Patient Support & Complaints service.

We are looking for an enthusiastic, flexible person who is be able to demonstrate that they are passionate about patient care and safety and enjoys a busy working environment. Experience of handling difficult discussions and situations which reached a positive outcome are essential requirements of the role. Experience working in a busy customerservices environment, whether this is within the NHS or elsewhere will be advantageous.

For an informal discussion please contact Natalie Escott, Patient Support, Complaints & Reception Manager, on 01225 826984 .

Main duties of the job

1. Work closely with the PSCT service to provide a professional, compassionate and supportive service to complainants, patients and their families and carers and other visitors to the hospital.
2. Support the PSCT Manager and Head of Complaints in the continuous development of the PSCT service to build a responsive flexible service to meet the requirements of the complainants, patient and their families.
3. Manage individual concerns and complaints from receipt of the concern or complaint through to response and local resolution.
4. Effectively and accurately record complaints and concerns on the Trusts incident reporting and risk management system, DATIX.
5. Support the PSCT Administrator with any difficult and contentious contacts.
6. Take a pro-active approach to gathering patient feedback by visiting patients on wards and working with staff to provide real time resolution to any concerns.

About us

At the RUH we're proud to put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone's contribution in supporting the exceptional, person-centered care we pride ourselves on.

We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks - celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.

A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.

We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We've even got a pool!

We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we're providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.