Patient Advice and Complaints Officer

The Rotherham NHS Foundation Trust

This job is now closed

Job summary

An exciting opportunity has arisen to be part of the Patient Experience Team and developing Patient Advice Liaison Service (PALS). We are looking for a motivated and dedicated person to join the team, to support the delivery and management of the Trusts PALS and Complaints service. The role is a diverse position that involves contact with patients, carers, relatives, Trust staff and professionals at all levels involved in the complaints processes. The post holder must be able to deal with others in a professional, yet sensitive manner whilst ensuring accurate information is provided.The Patient Experience Team are committed to improving quality and safety through learning and change.The post holder will require a wide knowledge of health and wellbeing issues and services provided by the Trust and responsible for maintaining their own appropriate knowledge base including patient advice, concerns and formal complaints in line with the Trusts complaints process. The role is patient facing and requires staff to be onsite during working hours.This exciting opportunity is for someone who is friendly, efficient and conscientious with a passion for ensuring that the best quality health services are provided for the patients of the Trust. If you are pro active and enthusiastic to be the first contact for resolving concerns and complaints and if you want to be part of a service that is friendly and supportive this position could be for you.

Main duties of the job

The role will support to the organisation in the delivery of the Patient Advice and Liaison Service (PALS) and complaints process, relating to patient care and treatment.The PALS provides a visible and central point of contact for anyone requiring information or advice about the Trusts services or on health related matters.The post holder would be expected to facilitate the PALS and complaints processes. This includes contact with complainants, patients, carers (by telephone, email and face to face) staff and and external stakeholders, to appropriately respond to concerns within agreed timescales. As well as formulating complaints correspondence in line with the Trusts complaints process. As part of this process the post holder will also input data onto the Trusts data base, compile reports to show divisional performance as well as formulating formal complaint correspondence.The role requires meticulous attention to detail, and someone who is able to work under pressure yet has a cheerful and positive manner. Experience of working in a busy environment is desirable.The successful candidate will join the Patient Experience Team, working directly with the Complaints Manager and other members of the team. Ensuring efficient administration and office management support is offered. This will be a challenging, but rewarding role for the right candidate.The role is based at Rotherham Hospital and requires staff to be on site during office hours. 9am to 5pm.

About us

The Rotherham NHS Foundation Trust is a combined acute and community Trust serving a population of over 260,000 with over 4,500 staff. Our vision is to always act the right way and be proud to provide exceptional healthcare to the communities of Rotherham. We are working successfully with partners across South Yorkshire as part of the Integrated Care Board where we are leading and collaborating in several key work streams and service areas, including workforce development. We combine our patient first approach with innovation and care against a backdrop of system working, as encapsulated in our Trust values

AMBITIOUS - We set high standards for the services we deliver. We aim to be an outstanding Trust and we are enthusiastic about delivering excellent health care for our patients.

CARING - We embrace the importance of giving the highest possible quality of care for our patients. We also care for each other as colleagues and for the community, our resources, our environment and our future.

TOGETHER - We value the importance of working together with patients, carers and families to ensure that we provide high quality patient centred care. We are committed to working with partners and stakeholders across Rotherham, South Yorkshire and Bassetlaw to develop sustainable services for the population we serve. Getting the right leaders in the Trust is critical to achieving.

We are committed to diversity and inclusion, for both our patients and our workforce.

Date posted

24 January 2024

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year per annum, pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

C9165-23-12-038

Job locations

The Rotherham Nhs Foundation Trust

Moorgate Road

Rotherham

South Yorkshire

S60 2UD

Job description

Job responsibilities

Please see the attached Job Description and Person Specification for full details of the role and responsibilities

Job description

Job responsibilities

Please see the attached Job Description and Person Specification for full details of the role and responsibilities

Person Specification

Experience

Essential

Administrative experience including maintaining office systems
Comprehensive range of IT skills Experience of dealing on a one to one basis with members of the general public in difficult and demanding situations which require a sensitive approach
Able to work on own initiative, whilst understanding the need to seek advice when necessary
Experience in handling sensitive & confidential information
Experience of working in a busy and varied customer focused role

Desirable

NHS or equivalent health and social care experience
Experience of working within a complaints handling environment
Experience of letter writing and working to tight timescales & meeting deadlines.
Experience of working within the NHS or a healthcare setting
Experience of using Datix and Meditech databases

knowledge

Essential

Able to demonstrate an ability to learn, understand and apply complex procedures
Confident in data input, setting up spreadsheets and manipulating data

Desirable

Knowledge and understanding of NHS Complaints procedure
Ability to create detailed explanatory reports and analyse data

Qualifications

Essential

Written and verbal English (GCSE pass or equivalent)
Evidence of European Computer Driving Licence or equivalent IT qualification or experience for example, Word, Microsoft Excel e.g. use of, Formulas, Pivot Tables, Microsoft Outlook

Desirable

Evidence of customer service training or qualification

Person Specification

Experience

Essential

Administrative experience including maintaining office systems
Comprehensive range of IT skills Experience of dealing on a one to one basis with members of the general public in difficult and demanding situations which require a sensitive approach
Able to work on own initiative, whilst understanding the need to seek advice when necessary
Experience in handling sensitive & confidential information
Experience of working in a busy and varied customer focused role

Desirable

NHS or equivalent health and social care experience
Experience of working within a complaints handling environment
Experience of letter writing and working to tight timescales & meeting deadlines.
Experience of working within the NHS or a healthcare setting
Experience of using Datix and Meditech databases

knowledge

Essential

Able to demonstrate an ability to learn, understand and apply complex procedures
Confident in data input, setting up spreadsheets and manipulating data

Desirable

Knowledge and understanding of NHS Complaints procedure
Ability to create detailed explanatory reports and analyse data

Qualifications

Essential

Written and verbal English (GCSE pass or equivalent)
Evidence of European Computer Driving Licence or equivalent IT qualification or experience for example, Word, Microsoft Excel e.g. use of, Formulas, Pivot Tables, Microsoft Outlook

Desirable

Evidence of customer service training or qualification

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.