Job summary
Are you a highly adaptable, experienced NHS complaints professional? If so we have the role for you. Yorkshire Ambulance Service is looking for a dynamic and enthusiastic Patient Relations Manager following the retirement of the previous post holder.
The post holder will ensure we have exceptional standards of complaint responses and customer care when dealing with people who are giving us feedback.
You will work with the Head of Nursing and Patient Experience to embed a culture of learning from feedback and ensure our patient experience framework comes to life and allows us to proactively engage with learning from complaints, concerns, comments and compliments.
The successful candidate will lead the Patient Relations Team in line with our Trust values of Kindness, Respect, Teamwork and Improvement and will support all team members to deliver their best.
The Patient Relations Manager is a highly influential role in the organisation and requires exceptional communication skills and the ability to obtain, use and report data to senior leaders to support improvements and learning.
Main duties of the job
- Working with a high degree of autonomy, ensure YAS receives and responds to patient and public feedback in a timely and responsive way, in accordance with the Trust's procedure on complaints, concerns, comments and compliments (Four Cs)
- To ensure that patients, carers, members of the public and colleagues from other health service organisations know how they can contact YAS to make a complaint, express a concern, make a comment or make a compliment
- Requires influencing and negotiating skills when communicating highly sensitive and at times distressing information. The nature of the role means that there may be barriers to understanding which will need to be overcome
- To ensure the Patient Relations team achieves high standards of customer care
- To provide day to day management of the Patient Relations Department, ensuring staff's health and wellbeing is considered and supported
- To identify and resolve disagreements and conflicts, this includes working in situations which can be emotional and/or highly distressing
- To work without direct supervision and use initiative to deal with unplanned events, escalating where necessary
- To work in partnership with other colleagues in the Quality and Professional Standards Directorate to deliver Directorate work programmes and objectives
- To ensure that full records are kept for all cases and that these are handled appropriately in line with confidentiality and information governance standards
About us
Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.Benefits:o Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)o 27 days annual leave, increasing to 33 with service.o Contributory Pension.o NHS Discounts including shops, restaurants, gyms etc.o Car lease and other salary sacrifice schemes.o Dedicated employee assistance and counselling service.o Opportunities for research participation, career progression and ongoing development.o Well respected, committed and supported staff networks for our workforce.
Check out our YAS One Team Simulation! https://www.nwyhelearning.nhs.uk/elearning/yorksandhumber/yas/yasoneteam/index.html
Job description
Job responsibilities
- To ensure that YAS is compliant with NHS Litigation Authority, Care Quality Commission, PHSO and other regulatory body standards for complaints management.
- To monitor themes and trends in cases reported and understand how these relate to operational and clinical performance putting this information into management reports.
- Report regularly at Trust meetings including, Central Incident Review Group and Trust Learning Group
- To develop and maintain excellent working relationships with colleagues across YAS, (in particular those in the operations directorate, 111, EOC, PTS and A&E) to achieve serviceimprovements and recognise good practice based on learning from feedback from patients, and their families
- Be the nominated Information Assets Owner (IAO) for the identified information assets of the Patient Relations Team working closely with the other Trust IAOs and managing the Information Asset Administrators (IAAs)
- To deputise for Head of Nursing and Patient Experience at designated meetings or activities
Job description
Job responsibilities
- To ensure that YAS is compliant with NHS Litigation Authority, Care Quality Commission, PHSO and other regulatory body standards for complaints management.
- To monitor themes and trends in cases reported and understand how these relate to operational and clinical performance putting this information into management reports.
- Report regularly at Trust meetings including, Central Incident Review Group and Trust Learning Group
- To develop and maintain excellent working relationships with colleagues across YAS, (in particular those in the operations directorate, 111, EOC, PTS and A&E) to achieve serviceimprovements and recognise good practice based on learning from feedback from patients, and their families
- Be the nominated Information Assets Owner (IAO) for the identified information assets of the Patient Relations Team working closely with the other Trust IAOs and managing the Information Asset Administrators (IAAs)
- To deputise for Head of Nursing and Patient Experience at designated meetings or activities
Person Specification
Skills/competencies
Essential
- Exceptional communication skills (including producing excellent written information which is tailored to the needs of the recipient)
- Demonstrates commitment to and enthusiasm for, high quality patient experience and customer service
- Extensive knowledge of NHS complaints processes and procedures including financial remedy and PHSO involvement
- Able to demonstrate an excellent working knowledge or the Trusts regulatory and legislative responsibilities
- Able to use and analyse data to support report writing for high level meetings
- Able to actively listen and to support people in highly distressed states
- Masters degree in relevant subject or equivalent work based experience
- First line management qualification or equivalent management or supervisory experience
- Experience of dealing with complaints/customer relations
- Positive, solution focused and outward looking.
- Self disciplined and able to work on own initiative.
Desirable
- Experience of delivering service improvement projects.
- Experience of working in an Ambulance Service.
Person Specification
Skills/competencies
Essential
- Exceptional communication skills (including producing excellent written information which is tailored to the needs of the recipient)
- Demonstrates commitment to and enthusiasm for, high quality patient experience and customer service
- Extensive knowledge of NHS complaints processes and procedures including financial remedy and PHSO involvement
- Able to demonstrate an excellent working knowledge or the Trusts regulatory and legislative responsibilities
- Able to use and analyse data to support report writing for high level meetings
- Able to actively listen and to support people in highly distressed states
- Masters degree in relevant subject or equivalent work based experience
- First line management qualification or equivalent management or supervisory experience
- Experience of dealing with complaints/customer relations
- Positive, solution focused and outward looking.
- Self disciplined and able to work on own initiative.
Desirable
- Experience of delivering service improvement projects.
- Experience of working in an Ambulance Service.
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
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).
