Job summary
Following the implementation of the Patient Safety Investigation Response Framework (PSIRF), North West Anglia NHS Foundation Trust will support families by introducing a Patient Safety Incident Family Liaison Officer.
Job Summary
The role of the Patient Safety Incident Family Liaison Officer (FLO) is to support patients, families and carers through the investigation process that follows a patient safety incident relating to the service user.
The purpose of the role is to ensure patients, families and carers are treated with compassion and professionalism in respect to their individual needs. The role requires the highest degree of sensitivity, communication and integrity and will include the provision of support to those whom may be deeply distressed.
Main duties of the job
The post holder will be the main point of contact for individual patients, families and carers and will work closely with the lead Investigating officer and patient safety investigation team assigned to the incident. This will include agreeing methods and timing of communication with the patient, family members and carers, which may include face to face meetings, telephone calls and email correspondence. This will ensure that the patient, families and carers needs are met with regard to the provision of timely and accurate information during the investigation, openness and transparency and to reflect the level of involvement they wish to have in the investigation.
The post holder may also be responsible for supporting patients, families and carers through other types of investigation for example Structured Judgement Reviews and complaints.
The post holder will provide support and information through what can be a difficult process for patients, families and carers. If a patient, family or carer requires professional support the FLO will signpost the family to the relevant qualified services.
About us
We are committed to ensure a work-life balance to all our staff by offering full time and part time roles, flexible working hours on a shift pattern to fit around your family life.
We welcome and encourage applications from people of all backgrounds. We particularly encourage applications from disabled, Black, Asian and Minority Ethnic (BAME) and candidates form our local communities.
Benefits to youo 27 days annual leave for new starters, rising to 29 days after five years of service and 33 days after 10 years of service, plus 8 Bank Holidays (pro-rata for part time staff);o NHS Pension Scheme:o Flexible working opportunities;o Increased hourly rates for unsociable hours e.g. night shifts, weekends, bank holidays;o Career development and training;o Wellbeing support and activities;o In-house physiotherapy Service;o On-site canteens with subsidised meals;o Subsidised staff parking (currently free).o Free Stagecoach Bus Travel to and from work within Cambridgeshire and Peterborough
Job description
Job responsibilities
Please see the attached detailed Job Description and Person Specification for more details regarding this role.
Job description
Job responsibilities
Please see the attached detailed Job Description and Person Specification for more details regarding this role.
Person Specification
Education and Qualifications
Essential
- oNVQ Level 2 or equivalent standard of literacy and numeracy
- oCounselling Qualification or equivalent
Desirable
- oFamily Liaison Officer Training
- oInvestigation Officer Training
Experience
Essential
- Proven ability to work independently and manage their own caseload
- Experience of work with the general public within a public facing service such as health care, volunteer sector support, police
- Professional credibility with senior colleagues
Desirable
- oAn understanding of undertaking investigations
- oAn understanding of the NMC code (2018) & GMC/HCPC
- An understanding of issues affecting health and health care provision
- An understanding of undertaking investigations
- Ability to risk assess and escalate concerns
Knowledge
Essential
- oKnowledge and understanding of NHS Complaints Management arrangements and national roles for example Parliamentary Health Service Ombudsman
- oAn understanding of the bereavement process
Desirable
- oAn understanding of the Care Quality Commission regulations
- oKnowledge of Coroners Act and procedures
- Knowledge of clinical governance and its implementations
Key Skills
Essential
- oPossession of well-developed negotiation, networking and communication skills
- oExcellent skills in report writing to Board Assurance level with the ability to meet deadlines and work under pressure
- Compassionate with the ability to deal with distressed and highly emotive patients/relatives/carers with the key focus on the ability to listen
- Appreciate issues of confidentiality and demonstrate appropriateness in dealing with sensitive personal, patient and corporate information
- Excellent diary management to ensure that all families and loved ones are allocated the necessary level of support
- Ability to work well as part of a team, and communicate regularly with team members
- Ability to gather, analyse, interpret and disseminate in depth information
- Ability to work in a complex environment and cope with competing priorities
- IT skills
Desirable
- oAble to work with staff and others outside of the organisation in a positive and professional manner
Person Specification
Education and Qualifications
Essential
- oNVQ Level 2 or equivalent standard of literacy and numeracy
- oCounselling Qualification or equivalent
Desirable
- oFamily Liaison Officer Training
- oInvestigation Officer Training
Experience
Essential
- Proven ability to work independently and manage their own caseload
- Experience of work with the general public within a public facing service such as health care, volunteer sector support, police
- Professional credibility with senior colleagues
Desirable
- oAn understanding of undertaking investigations
- oAn understanding of the NMC code (2018) & GMC/HCPC
- An understanding of issues affecting health and health care provision
- An understanding of undertaking investigations
- Ability to risk assess and escalate concerns
Knowledge
Essential
- oKnowledge and understanding of NHS Complaints Management arrangements and national roles for example Parliamentary Health Service Ombudsman
- oAn understanding of the bereavement process
Desirable
- oAn understanding of the Care Quality Commission regulations
- oKnowledge of Coroners Act and procedures
- Knowledge of clinical governance and its implementations
Key Skills
Essential
- oPossession of well-developed negotiation, networking and communication skills
- oExcellent skills in report writing to Board Assurance level with the ability to meet deadlines and work under pressure
- Compassionate with the ability to deal with distressed and highly emotive patients/relatives/carers with the key focus on the ability to listen
- Appreciate issues of confidentiality and demonstrate appropriateness in dealing with sensitive personal, patient and corporate information
- Excellent diary management to ensure that all families and loved ones are allocated the necessary level of support
- Ability to work well as part of a team, and communicate regularly with team members
- Ability to gather, analyse, interpret and disseminate in depth information
- Ability to work in a complex environment and cope with competing priorities
- IT skills
Desirable
- oAble to work with staff and others outside of the organisation in a positive and professional manner
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).
