Patient Experience Officer

South Western Ambulance Service NHS Foundation Trust

Information:

This job is now closed

Job summary

The successful candidate will have recent and relevant knowledge of complaints handling and experience of managing difficult situations. They will need to be a highly experienced, self-motivated and an enthusiastic individual with exemplary written skills and have the ability to interpret complex information to produce written correspondence of a high quality. Candidates will need to demonstrate an adaptable and professional written style.

Interpersonal, prioritisation, investigation and management skills are also essential to the role.

The successful applicant will form part of the Patient Experience team based at Trust Headquarters, Exeter, delivering an outstanding, responsive and flexible service for patients, carers and members of the public who want to make a complaint, raise a concern, provide feedback or access advice relating to the service they have received. They will also provide guidance to Investigating Officers, including ensuring the highest levels of quality assurance for investigations across the organisation to maximise learning.

Main duties of the job

Actively listen to feedback from individuals, including those who are bereaved, emotionally distressed, or exhibiting challenging behaviours like agitation or aggression. Respond to them in a professional, supportive, and sensitive manner.

Collect necessary information, documents, recordings, and statements that may contain distressing content for thorough investigation.

Provide expert advice and ensure the quality of completed investigation reports.

Draft high-quality, complex response letters that comprehensively address all areas of feedback. This involves handling complex, sensitive, and contentious information.

Organise and facilitate local resolution meetings in response to patient feedback, which may involve delivering emotionally charged, complex, and sensitive information in potentially hostile or highly charged atmospheres.

Prepare and present detailed briefing papers to relevant Committees and Groups concerning issues related to patient experience feedback. This includes making judgements based on the analysis of conflicting and complex facts, information, and various options, requiring significant concentration. The reports will be complex and may contain sensitive or contentious information, necessitating well-developed persuasive, negotiating, empathetic, or reassurance skills, especially where agreement or cooperation is crucial in developing solutions to address the recommendations made.

Liaise as needed with the Health Service Ombudsman office.

About us

At South Western Ambulance Service NHS Foundation Trust (SWASFT) we have a culture where everyone is valued for being themselves. Our aim is to work together to promote the most inclusive environment possible, which attracts people from the widest range of backgrounds and experiences to enrich the work that we do together, for the benefit of all of our employees, our patients and the communities we serve. We offer flexible working opportunities, inclusive policies and a range of feedback mechanisms to support individuals and to enable a positive, welcoming environment where our people and their careers can thrive in.

We employ over 6,000 employees mainly clinical, operational and emergency response staff as well as supporting roles. We also employ Doctors and volunteers which include community first responders and fire co-responders.

We take all the steps needed to provide the most compassionate patient care possible whilst also providing an enjoyable and safe place to work. We actively promote a positive set of behaviours as being key to our performance both individually and collectively. Our recruitment, selection and screening processes are designed to uphold these standards and we invite all our candidates to actively share with us through these processes how they will bring these behaviours to life.

Date posted

30 November 2023

Pay scheme

Agenda for change

Band

Band 5

Salary

£28,407 to £34,581 a year pa

Contract

Permanent

Working pattern

Full-time

Reference number

202-5839079

Job locations

South Western Ambulance Service

Sowton Industrial Estate

Exeter

EX2 7HY


Job description

Job responsibilities

For further information about this role please see attached the job description and person specification attached.

Job description

Job responsibilities

For further information about this role please see attached the job description and person specification attached.

Person Specification

Education and qualifications

Essential

  • Ability to work under pressure and meet deadlines
  • 5 GCSEs (Grade C or above) or equivalent including English and Mathematics
  • Completion of a recognised root cause analysis course

Experience

Essential

  • Significant senior administration experience in a busy office environment.
  • Significant experience of working in a patient focused or customer service environment
  • Significant experience of quality assurance in relation to patient experience/safety activities

Desirable

  • Experience of working in an NHS organisation
  • Experience of working in a complaints or customer service role

Skills knowledge and ability

Essential

  • High level of Computer skills - IT literate (inc Word, Excel, Outlook and PowerPoint)

Desirable

  • Experience of Database management
  • High level experience of developing and delivering training courses
  • Experience of providing presentations and/or training
Person Specification

Education and qualifications

Essential

  • Ability to work under pressure and meet deadlines
  • 5 GCSEs (Grade C or above) or equivalent including English and Mathematics
  • Completion of a recognised root cause analysis course

Experience

Essential

  • Significant senior administration experience in a busy office environment.
  • Significant experience of working in a patient focused or customer service environment
  • Significant experience of quality assurance in relation to patient experience/safety activities

Desirable

  • Experience of working in an NHS organisation
  • Experience of working in a complaints or customer service role

Skills knowledge and ability

Essential

  • High level of Computer skills - IT literate (inc Word, Excel, Outlook and PowerPoint)

Desirable

  • Experience of Database management
  • High level experience of developing and delivering training courses
  • Experience of providing presentations and/or training

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.

Certificate of Sponsorship

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).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

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.

Certificate of Sponsorship

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).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

South Western Ambulance Service NHS Foundation Trust

Address

South Western Ambulance Service

Sowton Industrial Estate

Exeter

EX2 7HY


Employer's website

https://www.swast.nhs.uk (Opens in a new tab)


Employer details

Employer name

South Western Ambulance Service NHS Foundation Trust

Address

South Western Ambulance Service

Sowton Industrial Estate

Exeter

EX2 7HY


Employer's website

https://www.swast.nhs.uk (Opens in a new tab)


For questions about the job, contact:

HR Services Administrator

Ted Mason

ted.mason@swast.nhs.uk

07977851598

Date posted

30 November 2023

Pay scheme

Agenda for change

Band

Band 5

Salary

£28,407 to £34,581 a year pa

Contract

Permanent

Working pattern

Full-time

Reference number

202-5839079

Job locations

South Western Ambulance Service

Sowton Industrial Estate

Exeter

EX2 7HY


Supporting documents

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