Job summary
To support the Trusts values when responding to complaints and concerns in the Patient Advice and Liaison office based in our main reception. The contacts vary in each case and you will be responsible for responding in a way that the patient understands and that supports their needs. Supporting staff in complex cases where an independent approach would benefit both the patient and staff.
Main duties of the job
To provide a frontline response to listen to and resolve patients and service users concerns. Liaising with senior managers to coordinate a response and resolution in a responsive and timely way. To support staff in resolving ward based concerns for inpatients by visiting the ward alongside responding to email and telephone enquiries. Liaising with other service providers and signposting to other agencies and services where appropriate. Identifying service improvements and escalating to senior managers for consideration
Our team is driven by common values and vision shaping the service we deliver. Our purpose is to support patients in resolving problems or offering support or signposting at what can be a very difficult time for them. We have to be self motivators, objective and unbiased.
About us
There's never been a more exciting time to build your career at Frimley Health, one of the country's largest and most respected trusts
Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. We have an ongoing commitment to improving the health and care services for the 900,000 people we serve across Berkshire, Hampshire, Surrey and south Buckinghamshire.
We continue to invest in our services and facilities, including a £10 million upgrade to the hospital maternity unit as well as £49m major new Emergency Assessment Centre on our Wexham Park site. The opening of a brand new £100m state of the art hospital which replaced the existing hospital facility at Heatherwood and are planning to invest further in diagnostics and inpatient capacity at Frimley Park.
We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR - Epic - went live in June and we are already beginning to reap the benefits of this ambitious investment.
Our threecore values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other.
If you have a passion for clinical excellence, patient care and your own career development, you'll feel at home at Frimley Health.
Job description
Job responsibilities
KEY TASKS & RESPONSIBILITIES:
Respond to enquiries and concerns by telephone, email, face to face and investigate the issues whilst involving key staff in order to reach a satisfactory resolution. To respond to each enquiry in a timely and responsive way. Advise those patients that wish to formally complain of the Trusts complaints process and signpost to and offer independent advocacy services. Act as a frontline point of contact our patients, carers, service users and key partners including GPs. Log accurately all contacts and record the actions taken in order to reach a conclusion that is satisfactory to the service user. To identify those concerns that meet the thresholds of other Trusts policies such as safeguarding, serious incidents, duty of candour and to escalate any concerns to the lead PALs Co-ordinator. Support the complaints team in responding to formal complaints. Support the Patient Experience agenda and strategy alongside the wider Nursing and Quality agendas. Maintain a basic knowledge of Trust policies and procedures and developments. Build and maintain good relationships with local partners and stakeholders.
Job description
Job responsibilities
KEY TASKS & RESPONSIBILITIES:
Respond to enquiries and concerns by telephone, email, face to face and investigate the issues whilst involving key staff in order to reach a satisfactory resolution. To respond to each enquiry in a timely and responsive way. Advise those patients that wish to formally complain of the Trusts complaints process and signpost to and offer independent advocacy services. Act as a frontline point of contact our patients, carers, service users and key partners including GPs. Log accurately all contacts and record the actions taken in order to reach a conclusion that is satisfactory to the service user. To identify those concerns that meet the thresholds of other Trusts policies such as safeguarding, serious incidents, duty of candour and to escalate any concerns to the lead PALs Co-ordinator. Support the complaints team in responding to formal complaints. Support the Patient Experience agenda and strategy alongside the wider Nursing and Quality agendas. Maintain a basic knowledge of Trust policies and procedures and developments. Build and maintain good relationships with local partners and stakeholders.
Person Specification
Qualifications
Essential
- oCustomer Care or Healthcare NVQ level 3/diploma or equivalent knowledge and experience
- 2 years experience
Desirable
Experience
Essential
- Computer Literate with a knowledge of email, Internet & Microsoft Office packages including Outlook, Word, Excel, PowerPoint and MS teams
- Ability to plan and organise own workload in a busy environment
- Highly developed oral and written skills including letter writing
Desirable
- 2 years front line customer/patient focussed role with proven success
- Experience of using risk management reporting systems and electronic patient records
Person Specification
Qualifications
Essential
- oCustomer Care or Healthcare NVQ level 3/diploma or equivalent knowledge and experience
- 2 years experience
Desirable
Experience
Essential
- Computer Literate with a knowledge of email, Internet & Microsoft Office packages including Outlook, Word, Excel, PowerPoint and MS teams
- Ability to plan and organise own workload in a busy environment
- Highly developed oral and written skills including letter writing
Desirable
- 2 years front line customer/patient focussed role with proven success
- Experience of using risk management reporting systems and electronic patient records
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).
