Job summary
This is an opportunity to work in the Patient Experience Team as a Patient Experience Administrator. You will be able to bring your skills to the team who work together in order to assist patients, relatives, carers with their enquiries and help resolve any problems or concerns they have.
The role of Patient Experience Administrator will support the co-ordination of the concerns and complaints procedure and will involve liaising with staff, patients and relatives as well as monitoring adherence to timescales and preparing reports. The post holder will require excellent customer service, communication and organisational skills with attention to detail. The work involves dealing with people at who may be going through a difficult time in their lives and you must be able to complete the necessary tasks whilst acting in a caring and compassionate manner.
For further information please contact Jareth Knell, Patient Experience Administrator on 01926 495321 extn 8013.
Main duties of the job
Provide admin support and coordination of the Trust's complaints procedure using Datix management system.
Manage Patient Experience email account and reply to patients, relatives and carers who raise concerns.
About us
Come and join a Trust rated Outstanding by the CQC. South Warwickshire University NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further. In addition our staff survey results have placed us 4th in the country for recommended place to work.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.Our values can be summed up in one sentence. We are 'Trusted to provide safe, inclusive, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Job description
Job responsibilities
Provide high quality administration and secretarial support to the Patient Experience Team.
Produce correspondence to a high standard, using a range of MS office software products.
Be responsible for inputting compliments received onto the Trusts computer system (DATIX).
Prepare data for monthly and quarterly patient experience reports and any ad hoc report requests received. Provide data for the annual report as requested.
Acknowledge receipt of formal complaints in 3 working days and enter the complaint information on the Datix system.
Support with sending out of complaint responses when confirmed by the Patient Experience Officer, close the complaint on Datix ensuring all findings, recommendations and regrading are recorded accurately.Organise copies of correspondence and/or healthcare records and ensure these are sent to the appropriate Directorate, Lead Investigator or external sources in line with the Information Governance Policy.
Support with maintaining accurate records on Datix of PALS contacts, compliments, hospital bereavements, formal and informal complaints.
Arrange meetings as requested by members of the Patient Experience Team, liaise with the Complainant / PALS contact / Bereaved family member. Send out confirmation of meeting and arrange where to meet Complainant / Contact, and escort to meeting room. Arrange for car parking ticket where applicable.
Ensure recording device is set up for meetings or if necessary take and transcribe notes of meetings when required. Download recordings onto disc and save in Patient Experience shared drive in the appropriate section, send disc to complainant.
Locate, obtain and track medical records using LORENZO system.
Be responsible for managing an effective system of filing, scanning of documents and organise annual archive of paper complaint files.
Job description
Job responsibilities
Provide high quality administration and secretarial support to the Patient Experience Team.
Produce correspondence to a high standard, using a range of MS office software products.
Be responsible for inputting compliments received onto the Trusts computer system (DATIX).
Prepare data for monthly and quarterly patient experience reports and any ad hoc report requests received. Provide data for the annual report as requested.
Acknowledge receipt of formal complaints in 3 working days and enter the complaint information on the Datix system.
Support with sending out of complaint responses when confirmed by the Patient Experience Officer, close the complaint on Datix ensuring all findings, recommendations and regrading are recorded accurately.Organise copies of correspondence and/or healthcare records and ensure these are sent to the appropriate Directorate, Lead Investigator or external sources in line with the Information Governance Policy.
Support with maintaining accurate records on Datix of PALS contacts, compliments, hospital bereavements, formal and informal complaints.
Arrange meetings as requested by members of the Patient Experience Team, liaise with the Complainant / PALS contact / Bereaved family member. Send out confirmation of meeting and arrange where to meet Complainant / Contact, and escort to meeting room. Arrange for car parking ticket where applicable.
Ensure recording device is set up for meetings or if necessary take and transcribe notes of meetings when required. Download recordings onto disc and save in Patient Experience shared drive in the appropriate section, send disc to complainant.
Locate, obtain and track medical records using LORENZO system.
Be responsible for managing an effective system of filing, scanning of documents and organise annual archive of paper complaint files.
Person Specification
Qualifications
Essential
- Good standard of general education at GCE/GCSE level or equivalent, including Maths and English Language
- NVQ Level 4 Business Administration qualification
- ECDL or equivalent IT qualification
Desirable
- RSA Level 3 or equivalent
Experience
Essential
- Experience of working in a busy office environment without supervision
- Experience of liaising with a range of professionals at all levels
- Experience of working with patient administration systems, such as Lorenzo
- Experience of maintaining efficient and effective office systems and processes
- Excellent standards of accuracy and organisational skills
- Experience of dealing with enquiries of a confidential and sensitive nature, with tact and diplomacy
Desirable
- Experience of working with Datix system
- Previous experience of working in the NHS
Skills
Essential
- Good working knowledge of all Microsoft Office systems, e.g. Word, Excel, Outlook and databases
- Advanced keyboard skills
- Knowledge of data protection and patient confidentiality legislation
- Able to prioritise and manage time effectively
- Excellent communication skills
- Ability to use active listening skills
- Able to respond to routine questions/queries, advise how to access services, know when to refer to others
- Ability to establish/keep records and produce reports, provide data on request
- Ability to respond flexibly to the demands of working in a complex and diverse environment
- Ability to develop effective working relationships with different levels and disciplines within the organisation
- Initially deal with challenging contacts from the public face-to-face and via the telephone
- Minute taking and meeting/events organisation
- Knowledge of the PALS and Bereavement Services and the Trusts Formal Complaints Procedure
Personal Qualities
Essential
- Motivated and enthusiastic
- Organised and professional
- Tactful and diplomatic
- Willingness to participate in the development of systems and processes within the Patient Experience Team
- Adaptable and flexible approach to work
- Ability to work and communicate with people at all levels
- Ability to deal with unpredictable workload and frequent interruptions
- Able to work as a team member
Other
Essential
- Smart personal presentation and appearance
- Evidence of ongoing personal development
Desirable
- Car owner/driver willing to travel in the course of undertaking duties
- Ability to work occasionally outside of normal office working hours
Person Specification
Qualifications
Essential
- Good standard of general education at GCE/GCSE level or equivalent, including Maths and English Language
- NVQ Level 4 Business Administration qualification
- ECDL or equivalent IT qualification
Desirable
- RSA Level 3 or equivalent
Experience
Essential
- Experience of working in a busy office environment without supervision
- Experience of liaising with a range of professionals at all levels
- Experience of working with patient administration systems, such as Lorenzo
- Experience of maintaining efficient and effective office systems and processes
- Excellent standards of accuracy and organisational skills
- Experience of dealing with enquiries of a confidential and sensitive nature, with tact and diplomacy
Desirable
- Experience of working with Datix system
- Previous experience of working in the NHS
Skills
Essential
- Good working knowledge of all Microsoft Office systems, e.g. Word, Excel, Outlook and databases
- Advanced keyboard skills
- Knowledge of data protection and patient confidentiality legislation
- Able to prioritise and manage time effectively
- Excellent communication skills
- Ability to use active listening skills
- Able to respond to routine questions/queries, advise how to access services, know when to refer to others
- Ability to establish/keep records and produce reports, provide data on request
- Ability to respond flexibly to the demands of working in a complex and diverse environment
- Ability to develop effective working relationships with different levels and disciplines within the organisation
- Initially deal with challenging contacts from the public face-to-face and via the telephone
- Minute taking and meeting/events organisation
- Knowledge of the PALS and Bereavement Services and the Trusts Formal Complaints Procedure
Personal Qualities
Essential
- Motivated and enthusiastic
- Organised and professional
- Tactful and diplomatic
- Willingness to participate in the development of systems and processes within the Patient Experience Team
- Adaptable and flexible approach to work
- Ability to work and communicate with people at all levels
- Ability to deal with unpredictable workload and frequent interruptions
- Able to work as a team member
Other
Essential
- Smart personal presentation and appearance
- Evidence of ongoing personal development
Desirable
- Car owner/driver willing to travel in the course of undertaking duties
- Ability to work occasionally outside of normal office working hours
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).
