Job summary
We are currently seeking a Patient Relations Coordinator to play a key role in the Patient Relations Team which is part of the wider Quality & Safety Team of the Quality, Governance and Performance Assurance Directorate.
The post is a full time role primarily carrying out complaint investigations and being the named point of contact for the complainant.
You will be responsible for managing a busy caseload, liaising with senior managers to agree outcomes and responses to complaints and to ensure the relevant actions are taken within the services to achieve learning and service development as a result of feedback from patients and the public.
The role is hybrid working but does require 2 to 3 days per week office based.
Main duties of the job
The Patient Relations Coordinator manages all verbal and written contact with complainants and maintains high quality records of all investigations and correspondence ensuring that regulatory and contracted time targets aremetand complainants are kept adequately informed of progress throughout the period of investigation.
We are therefore seeking someone who has excellent written and verbal communication skills and can evidence their ability to deal with an unpredictable workload, ensuring key priorities and deadlines are met through effective time management.
Experience and knowledge of complaints processes and procedures is essential as is the use of IT systems for case management.
You will be educated to degree level or will be able to demonstrate an equivalent level of experience as detailed in the person specification.
About us
Yorkshire Ambulance Service (YAS) serves over 5 million people in the Yorkshire region covering an urban and rural area of almost 6,000 square miles and operates over vastly differing terrain ranging from isolated moors and dales to citycentres, large urban areas and coastal stretches.
YAS provides 24 hour urgent and emergency healthcare services through our IUC and Emergency Communicationcentres.
The Patient Relations team is based centrally, provides the Patient Advice and Liaison service for the whole of the trust and receives and manages the coordination of all complaints, concerns, comments and compliments for the A&E Service and the Patient Transport Service.
Ahighly-organisedteam player is being sought to complement the existing experienced members of the Patient Relations team who work closely together and support each other to meet team goals.
Job description
Job responsibilities
- To receivethe four Cs, both oral and written which may involve frequent exposure to verbal aggression from callers.
- To meet withclients and clinical staff on a regular basis.
- To deal directly withclients and be able to respond in a sensitive manner, demonstrating sympathy and empathy to distressed patients and relatives.
- To provide guidance to patients and service users on their referral to theTrusts Patient Advice and Liaison Service.
- To adopt a flexible and creative approach when evaluating the best ways to resolve matters to the satisfaction of the person or people involved. Consideration should be given to a meeting or mediation as necessary.
- To keep the originator of the concern or complaint updated on progress.
- To identify thoseconcerns andcomplaints which cannot be resolved within theagreed timescales and agreeextensionswith the client.
- To draft high quality, substantive responses in a sensitive and open way, ensuring that all the issues and questions raised have been addressed fully and explanations and apologies given. Information regarding any follow up action should be included.
- To play a key role in meetingswith clientsensuring that theclients views and concerns are fully addressed.Making a recordof the meeting anddistributing toall present.
- To support individual patients, relatives and carers,in order toresolve problems and concerns by ensuring access to information and advice for all members of the public regarding theTrustsconcerns and complaintsprocedures.
- To advise those who haveraised a concern or made a complaint about how the NHS Complaints Procedure operates.
- To foster good relationships with external agencies such as Advocacy Services, other NHSTrusts andClinical Commissioning Groups.
- To develop working relationships with colleagues within theTrustand other organisations that are productive in terms of supporting and sharing best practice.
- To ensure that planned organisation changes relating to complaints and compliments are communicated positively to appropriate peoplee.g.staff, patients and carers.
- To consult and listen to comments from key stakeholders (managers, staff etc)in order todevelop ways that the service could be improved.
- To ensure thatclients are not discriminated against if theyraise concerns ormake complaints against the service.
- To ensure that appropriate confidentiality ismaintained at all times
Job description
Job responsibilities
- To receivethe four Cs, both oral and written which may involve frequent exposure to verbal aggression from callers.
- To meet withclients and clinical staff on a regular basis.
- To deal directly withclients and be able to respond in a sensitive manner, demonstrating sympathy and empathy to distressed patients and relatives.
- To provide guidance to patients and service users on their referral to theTrusts Patient Advice and Liaison Service.
- To adopt a flexible and creative approach when evaluating the best ways to resolve matters to the satisfaction of the person or people involved. Consideration should be given to a meeting or mediation as necessary.
- To keep the originator of the concern or complaint updated on progress.
- To identify thoseconcerns andcomplaints which cannot be resolved within theagreed timescales and agreeextensionswith the client.
- To draft high quality, substantive responses in a sensitive and open way, ensuring that all the issues and questions raised have been addressed fully and explanations and apologies given. Information regarding any follow up action should be included.
- To play a key role in meetingswith clientsensuring that theclients views and concerns are fully addressed.Making a recordof the meeting anddistributing toall present.
- To support individual patients, relatives and carers,in order toresolve problems and concerns by ensuring access to information and advice for all members of the public regarding theTrustsconcerns and complaintsprocedures.
- To advise those who haveraised a concern or made a complaint about how the NHS Complaints Procedure operates.
- To foster good relationships with external agencies such as Advocacy Services, other NHSTrusts andClinical Commissioning Groups.
- To develop working relationships with colleagues within theTrustand other organisations that are productive in terms of supporting and sharing best practice.
- To ensure that planned organisation changes relating to complaints and compliments are communicated positively to appropriate peoplee.g.staff, patients and carers.
- To consult and listen to comments from key stakeholders (managers, staff etc)in order todevelop ways that the service could be improved.
- To ensure thatclients are not discriminated against if theyraise concerns ormake complaints against the service.
- To ensure that appropriate confidentiality ismaintained at all times
Person Specification
Qualifications, Skills and Experience
Essential
- Educated to degree level or equivalent level of experience
- Ability to deal with an unpredictable workload ensuring key priorities and deadlines are met through effective time management
- Excellent written communication skills
- Experience and knowledge of complaints processes and procedures
- Competent in the use of IT systems for data or case management
- 5 GCSEs at A-C level including maths and english
Person Specification
Qualifications, Skills and Experience
Essential
- Educated to degree level or equivalent level of experience
- Ability to deal with an unpredictable workload ensuring key priorities and deadlines are met through effective time management
- Excellent written communication skills
- Experience and knowledge of complaints processes and procedures
- Competent in the use of IT systems for data or case management
- 5 GCSEs at A-C level including maths and english
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.
