Patient Safety & Experience Administrator

Job description

Job responsibilities

To provide an effective, efficient and confidential secretarial and administrative service to the Patient Safety and Experience Team with minimal supervision.

To maintain accurate and timely data entry to patient safety and experience spreadsheets as required.

Support the Patient Experience telephone Helpline rota and hold own Complaints quick resolution caseload ensuring accurate recording of data via electronic database system.

Provide appropriate and timely information to individuals and signpost to enable access to services in line with Complaints process.

Collect and input data into the electronic recording system for complaints, concerns and patient safety incidents.

Managing and ensuring appropriate action of generic email inboxes.

To maintain electronic appointment diaries as required.

Typing and distribution of confidential correspondence within timescales.

To deal with in-coming and out-going mail/e-mail as appropriate.

To deal with telephone calls and other enquiries effectively by assessing urgency/priority in absence of more senior staff.

To receive and respond to internal and external correspondence, taking appropriate and timely action as required, in accordance with Trust and/or departmental standards and processes.

Any other duties commensurate with the Band.

To maintain up to date filing and archive filing systems, disposing of archived records and documentation according to Trust policy and ensuring the confidentiality and safekeeping of such documents.

General duties including, filing, photocopying, distribution etc. and the upkeep of the photocopier.

To support new and/or less experienced staff as required.

Works within standard operating procedures/work instructions and relevant Policies and Procedures.

Ensure the work environment is tidy and complies with health and safety guidelines.

Participate in in-house training as required.

To contribute to the delivery of National Patient Safety Strategy and programmes as identified within key objectives.

To input and merge incidents on a daily basis onto the Ulysses incident management system.

Provide admin support for Patient Safety and Experience meetings, including drafting agenda, collating papers, typing up minutes / action logs and any other administration required relevant to the meeting.

To act as a point of contact for all customer enquiries, courteously receiving visitors and answering personal callers and telephone enquiries using own initiative from experience gained.

To organise venues, refreshments, equipment and any necessary materials for events and meetings.

To prioritise own workload to meet the needs of the Patient Safety and Experience team and ensure all deadlines are met.

Providing cover for colleagues within wider Patient Safety and Experience team as necessary and at the demands of the service.

Maintain a database to collect information on compliments, complaints, concerns and incidents received in all services provided by CDDFT producing reports for Trust Board and Governance Committees.

Assist the Patient Safety and Experience Team in awareness raising events, surveys and feedback processes.

Person Specification

Special Requirements

Essential

• Able to travel across Trust sites to meet the requirements of the post.
• Approachable and friendly.
• Present a professional image at all times.
• Driving posts musty have valid Full UK driving licence.

Special Skills & Knowledge

Essential

• Ability to prioritise own workload in order to meet deadlines.
• Good communication skills written and verbal.
• Ability to communicate accurately in a courteous and effective manner with a wide range of staff, professionals and members of the public.
• Courteous telephone manner, handling sensitive and difficult telephone conversations.
• Ability to analyse and report data to a high standard.
• Self-reliant and able to work effectively as part of a team.
• Knowledge of computer packages, e.g. Word, Excel, Outlook and PowerPoint.
• IT Skills.
• Ability to analyse and present data using Excel and Access packages.
• Ability to use email and maintain and update paper and electronic diaries.
• Knowledge of Data Protection and Caldicott.
• Principles and understanding of the need to maintain strict confidentiality.
• Positive attitude and flexible approach.
• Effective and accurate minute taking.
• Flexible approach to work and adaptable to change.
• Committed to quality customer care/delivering excellent customer service.
• Ability to work as a member of a team.
• Able to work with minimal supervision following set procedures.
• Excellent verbal and written communication skills, with the ability to deal with and prepare routine verbal and written correspondence and the ability to obtain information and pass on comprehensive and confidential messages.
• Able to use own initiative to resolve routine queries, in line with departmental procedures.

Experience

Essential

• Experience in a similar administrative role reflecting the knowledge & skills above.

Desirable

• Relevant experience of working in a busy office environment.
• Experience of working on hospital incident system e.g. Ulysses or Datix.

Qualifications

Essential

• Good standard of education - minimum of 4 GCSE's (or equivalent) at Grade C or above including English Language.
• NVQ Level 3 in Business Administration or Customer Care or equivalent demonstrable knowledge or 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.

Employer details

Employer name

County Durham & Darlington NHS Foundation Trust

Address

Darlington Memorial Hospital NHS Trust

Hollyhurst Road

Darlington

County Durham

DL3 6HX

Employer's website

https://www.cddft.nhs.uk/ (Opens in a new tab)