Patient Experience Assistant

The Princess Alexandra Hospital NHS Trust

This job is now closed

Job summary

Our Patient Experience and Engagement Team plays a critical role within the Trust and is a voice for both patients and staff.

You will join a leading team who are driving change in patient experience and engagement, Winners of the RCN Team of the Year 2022 and with our patient panel Winners of the Queens Award for Voluntary Service. We are passionate about driving improvements for our patients, families and carers.

Main duties of the job

As our patient experience assistant, you will provide first point of contact for complainants, people seeking PALS support and staff in relation to complaints, concerns, comments and compliments.

About us

The Princess Alexandra Hospital NHS Trust (PAHT) provides a full range of general acute, outpatient and diagnostic services at The Princess Alexandra Hospital in Harlow, the Herts and Essex Hospital in Bishop's Stortford, and St Margaret's Hospital in Epping.

We are on the verge of a defining moment in PAHT's history. What lies ahead is a journey of transformation and improvement that will lead us successfully into the future, enabling us to delivermodern, integrated and outstanding carethat keeps our growing and ageing population healthier.

Date posted

01 December 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,008 to £25,553 a year per annum inclusive of high cost area supplement

Contract

Fixed term

Duration

6 months

Working pattern

Full-time

Reference number

292-5742476-ASL-A

Job locations

Princess Alexandra Hospital

Harlow

CM20 1DR

Job description

Job responsibilities

To provide a full and confidential service to the Patient Experience Team and to be an initial point of contact for patients and members of the public who wish to contact the service.
To provide an easily accessible service that listens to patients, their carers and families and offers support, help and information to resolve their concerns and enquiries as quickly and effectively as possible.
To be able to direct the PALS issues onto to the PALS officers in order of urgency

Job description

Job responsibilities

To provide a full and confidential service to the Patient Experience Team and to be an initial point of contact for patients and members of the public who wish to contact the service.
To provide an easily accessible service that listens to patients, their carers and families and offers support, help and information to resolve their concerns and enquiries as quickly and effectively as possible.
To be able to direct the PALS issues onto to the PALS officers in order of urgency

Person Specification

Education and qualifications

Essential

NVQ 3 in Business Administration or equivalent experience

Experience

Essential

Experience in a customer or patient facing role
Experience of dealing with confidential information

Desirable

Competence in use of Datix and clinical systems
Basic knowledge of the key principles of patient experience improvement the complaints process and PALS

Person Specification

Education and qualifications

Essential

NVQ 3 in Business Administration or equivalent experience

Experience

Essential

Experience in a customer or patient facing role
Experience of dealing with confidential information

Desirable

Competence in use of Datix and clinical systems
Basic knowledge of the key principles of patient experience improvement the complaints process and PALS

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.

Employer details

Employer name

The Princess Alexandra Hospital NHS Trust

Address

Princess Alexandra Hospital

Harlow

CM20 1DR

Employer's website

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

Employer details

Employer name

The Princess Alexandra Hospital NHS Trust

Address

Princess Alexandra Hospital

Harlow

CM20 1DR

Employer's website

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

For questions about the job, contact:

Associate director patient engagement

Shahid Sardar

shahidsardar@nhs.net

Date posted

01 December 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,008 to £25,553 a year per annum inclusive of high cost area supplement

Contract

Fixed term

Duration

6 months

Working pattern

Full-time

Reference number

292-5742476-ASL-A

Job locations

Princess Alexandra Hospital

Harlow

CM20 1DR

Supporting documents

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