Job summary
An exciting opportunity has arisen to join the Patient Experience Team. This role will predominately be working within the Queen Elizabeth Hospital, Gateshead.
Informal visits/requests for further information welcomed. Please contact: Vikki Brown (Complaints Manager) or Judith Curry (Patient Experience and Volunteer Manager) on 0191 445 6047 or 0191 445 2343 or email vikki.brown@nhs.net or judith.curry@nhs.net
Main duties of the job
To assist and deputise for the Complaints Manager/Patient Experience & Volunteer Manager across the whole spectrum of duties involved in dealing with patient concerns/complaints and in the running of the patient concerns/complaints computer management system.
The post holder will:
- Act as an effective compassionate facilitator in assisting the Complaints Manager/ Patient Experience & Volunteer Manager to resolve concerns/complaints in a timely and effective way, in order to achieve the best possible outcome for patients.
- Assist the Complaints Manager/Patient Experience & Volunteer Manager to effectively manage all aspects of the concerns/complaints process ensuring compliance with the NHS complaints regulations and the Trusts Complaints Policy.
Ensure that lessons learned and changes in practice as a result of concerns raised by patients, relatives and carers are recorded.
See Job Description/Person Specification for further information.
About us
The people in this area are known for being friendly and there is a strong sense of regional identity.
Gateshead Quays has the most contemporary and stylish cultural and leisure attractions to be found along the Tyne. Next to the world famousTyne Bridgethere's the stunningMillennium Bridge, theBaltic Centre for Contemporary Artand of course the fabulous Sir Norman Foster building, TheSage Gatesheada new home for music both national and international.
More than £250 million has been invested over recent years in major new cultural and leisure facilities along the river bank. Gateshead is a pleasant combination of urban development in the east and rural land to the west. Some of the best coast and countryside in the country are all easily accessible from Gateshead. The area is well served with public transport, and air andferry links to mainland Europeare both about seven miles away.
And of course, Gateshead is home to Anthony Gormleys world famous multi-award winning sculpture, theAngel of the North. This major landmark at the entrance to Gateshead is Britains largest sculpture and is seen by more than 33 million people every year.
Job description
Job responsibilities
To assist and deputise for the Complaints Manager/Patient Experience & Volunteer Manager across the whole spectrum of duties involved in dealing with patient concerns/complaints and in the running of the patient concerns/complaints computer management system.
The post holder will:
- Act as an effective compassionate facilitator in assisting the Complaints Manager/ Patient Experience & Volunteer Manager to resolve concerns/complaints in a timely and effective way, in order to achieve the best possible outcome for patients.
- Assist the Complaints Manager/Patient Experience & Volunteer Manager to effectively manage all aspects of the concerns/complaints process ensuring compliance with the NHS complaints regulations and the Trusts Complaints Policy.
Ensure that lessons learned and changes in practice as a result of concerns raised by patients, relatives and carers are recorded.
See Job Description/Person Specification for further information.
Job description
Job responsibilities
To assist and deputise for the Complaints Manager/Patient Experience & Volunteer Manager across the whole spectrum of duties involved in dealing with patient concerns/complaints and in the running of the patient concerns/complaints computer management system.
The post holder will:
- Act as an effective compassionate facilitator in assisting the Complaints Manager/ Patient Experience & Volunteer Manager to resolve concerns/complaints in a timely and effective way, in order to achieve the best possible outcome for patients.
- Assist the Complaints Manager/Patient Experience & Volunteer Manager to effectively manage all aspects of the concerns/complaints process ensuring compliance with the NHS complaints regulations and the Trusts Complaints Policy.
Ensure that lessons learned and changes in practice as a result of concerns raised by patients, relatives and carers are recorded.
See Job Description/Person Specification for further information.
Person Specification
Qualifications
Essential
Person Specification
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).
