Job summary
We have an exciting opportunity for somebody who is passionate about person-centered experience improvement, to join our team.
The post holder will be working in a corporate team within the Aneurin Bevan University Health Board (ABUHB). Working with the Head of Quality, Patient Safety & Learning, the Senior QPS Manager, Concerns Manager, complaints & PSOW and Deputy Concerns Manager you will be expected to provide operational support, and expertise to ensure that the core aspects of the Putting Things Right (PTR) guidelines and Complaints pillar of the Quality Strategy are delivered in line with the overall Health Board objectives, policies and strategies.
Main duties of the job
The post holder will be responsible for coordinating incoming concerns to the central PTR office across the Health Board through an integrated multidisciplinary team approach, ensuring helpful, respectful and supportive interactions with colleagues across the organisation.
The Concerns Support Officer will provide direction and support to the newly developed Acknowledgement Team, liaising with stakeholders, at all levels both across the organisation and externally to direct concerns received timely and efficiently.
You will work interdependently with a range of clinical and non-clinical teams to ensure that concerns are being managed in line with the PTR Guidance are provided in line with best practice guidelines and policy. The post holder will also promote a culture that focuses on the provision of high-quality person-centred care. Fundamental within this role is a responsibility to ensure a compassionate and sensitive approach to engagement with people contacting the Health Board.
You will be expected to have knowledge of the Putting Things Right Guidelines and Datix Cymru. You will be expected to be able to work autonomously and identify occasions where upward advice and escalation is appropriate.
The ability to speak Welsh is desirable for this role; Welsh and/or English speakers are equally welcome to apply.
About us
Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring.
The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Well-being Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy which opened ahead of schedule in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Other
Essential
- Ability to be independently mobile to meet the requirements of the post.
- Flexible approach to needs of the service
Values
Essential
- oAdditional demonstrable qualities that may be beneficial to the role, e.g. care, compassion, competence, communication, courage and commitment.
Aptitude and Abilities
Essential
- Highly developed communication and influencing skills
- Commitment to team working.
- Accepts responsibility for quality of work.
- Courteous and non-judgemental
Desirable
Experience
Essential
- Experience of working within a customer related service.
- Experience of working in a complex organisational environment.
- Knowledge and understanding of the PTR Process.
Desirable
- Experience of devising and delivering training.
Qualifications and/or Knowledge
Essential
- Educated to degree level or equivalent educational attainment/demonstrable experience.
- Organised and able to manage competing priorities to deliver work within tight timescales.
- Ability to prepare and proof read written reports /documents or equivalent to a high standard.
- Can demonstrate sound judgement and have the ability to act on own initiative.
- Ability to challenge senior staff as part of the investigative process.
Desirable
- Evidence of recent and relevant continuous professional development.
- Knowledge of NHS structure and working arrangements.
- Knowledge of data protection legislation and related issues.
Person Specification
Other
Essential
- Ability to be independently mobile to meet the requirements of the post.
- Flexible approach to needs of the service
Values
Essential
- oAdditional demonstrable qualities that may be beneficial to the role, e.g. care, compassion, competence, communication, courage and commitment.
Aptitude and Abilities
Essential
- Highly developed communication and influencing skills
- Commitment to team working.
- Accepts responsibility for quality of work.
- Courteous and non-judgemental
Desirable
Experience
Essential
- Experience of working within a customer related service.
- Experience of working in a complex organisational environment.
- Knowledge and understanding of the PTR Process.
Desirable
- Experience of devising and delivering training.
Qualifications and/or Knowledge
Essential
- Educated to degree level or equivalent educational attainment/demonstrable experience.
- Organised and able to manage competing priorities to deliver work within tight timescales.
- Ability to prepare and proof read written reports /documents or equivalent to a high standard.
- Can demonstrate sound judgement and have the ability to act on own initiative.
- Ability to challenge senior staff as part of the investigative process.
Desirable
- Evidence of recent and relevant continuous professional development.
- Knowledge of NHS structure and working arrangements.
- Knowledge of data protection legislation and related issues.
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).
