Job summary
At Calderdale and Huddersfield NHS Trust we believe it is important to listen to the views and experiences of patients and carers who use our services. Their voice and influence can really drive how we do things and improve the quality of care we offer. The Patient Experience and Quality Co-ordinator role is pivotal to work within the Medical Division to manage complaints working alongside divisional colleagues. Learning what matters to patients and carers will help us run, support and develop a comprehensive range of patient feedback and quality improvement initiatives that will help make sure we give great care to patients and carers.
If you're a dynamic individual with excellent skills to offer and have a real passion for patient experience and inclusion we'd love to hear from you.
Main duties of the job
- Have a positive impact on the level of service provided, working closely with clinicians and managers to assist in the implementation of performance and quality improvement
- To act as a facilitator in relation to the concerns of patients, their carers and families and to negotiate resolution to issues as speedily as possible;
- To receive and respond professionally and appropriately to complex, sensitive and often contentious communications and enquiries over the telephone, in writing and face to face with members of the general public, patients, relatives, and members of staff;
- To assist in the training of the complaints process and deliver presentations to a wide audience;
- To proactively link Serious Incidents, other incidents and claims to complaints;
- Ensure the maintenance of a central divisional database and accurate capture of all relevant information on CHFT reporting system (Datix) of all concerns, complaints, compliments and comments;
About us
Calderdale and Huddersfield NHS Foundation Trust (CHFT) are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where required.
CHFT is open to considering a wide range of flexible working arrangements. There are opportunities to flex the days of the week, hours and times of work and place of work including: part-time, job-share, flexible working hours, flexible days, compressed hours, reduced hours, term-time-only contracts, the possibility to work from home when appropriate, annualised hours, career breaks and sabbaticals. If you have some particular requirements, please make sure you state these during the applicant process to allow these to be discussed and considered at interview stage.
Job description
Job responsibilities
- The provision of support and assistance to the Associate Director of Nursing to enable patient experience to become integral to improve the quality of services within the Medical Division.
- Have a positive impact on the level of service provided, working closely with clinicians and managers to assist in the implementation of performance and quality improvement
- To act as a facilitator in relation to the concerns of patients, their carers and families and to negotiate resolution to issues as speedily as possible;
- To receive and respond professionally and appropriately to complex, sensitive and often contentious communications and enquiries over the telephone, in writing and face to face with members of the general public, patients, relatives, and members of staff;
- To assist in the training of the complaints process and deliver presentations to a wide audience;
- To proactively link Serious Incidents, other incidents and claims to complaints;
- Ensure the maintenance of a central divisional database and accurate capture of all relevant information on CHFT reporting system (Datix) of all concerns, complaints, compliments and comments;
- Support divisional colleagues to meet key performance metrics and ensure complainants have a positive experience of the complaints
- To work with the Associate Director of Nursing to identify any recurring or emerging themes and develop quality improvement plans to address
- To provide reports to any group, sub-committee, committee as required;
- To review and assist in the drafting of complaints responses
- Assess investigatory responses from Managers / Clinicians and liaise with Service/Nurse Managers and Healthcare Professionals if a further response or clarification is required in order to complete the final response;
- Arrange and co-ordinate Peer Review Panels;
- Compile documentation for Independent Reviews, ensuring documentation is sent to relevant personnel in advance;
- Ensure all complaints are dealt with in a confidential manner in line with the Trusts Confidentiality and Information Security Policy and the Data Protection Act 1998;
- Any other duties that may be necessary to perform the role.
- The post holder will use their own judgement to find solutions to requests made of the Patient Advice and Complaints Service through the use of analytical and problems solving skills.
- To plan and organise own time and work efficiently and adhere to deadlines to enable timely response to complaints and concerns
- To ensure all messages are relayed as quickly as possible to appropriate staff and their teams
- Observe a personal duty of care in relation to equipment and resources
- Report faulty equipment
- Provide non clinical advice and information to patients, their families/carers and members of the public
- This job description is an outline only and is not definitive or restrictive in any way. It will be regularly reviewed and may be amended in the light of changing circumstances following consultation with the post holder
Job description
Job responsibilities
- The provision of support and assistance to the Associate Director of Nursing to enable patient experience to become integral to improve the quality of services within the Medical Division.
- Have a positive impact on the level of service provided, working closely with clinicians and managers to assist in the implementation of performance and quality improvement
- To act as a facilitator in relation to the concerns of patients, their carers and families and to negotiate resolution to issues as speedily as possible;
- To receive and respond professionally and appropriately to complex, sensitive and often contentious communications and enquiries over the telephone, in writing and face to face with members of the general public, patients, relatives, and members of staff;
- To assist in the training of the complaints process and deliver presentations to a wide audience;
- To proactively link Serious Incidents, other incidents and claims to complaints;
- Ensure the maintenance of a central divisional database and accurate capture of all relevant information on CHFT reporting system (Datix) of all concerns, complaints, compliments and comments;
- Support divisional colleagues to meet key performance metrics and ensure complainants have a positive experience of the complaints
- To work with the Associate Director of Nursing to identify any recurring or emerging themes and develop quality improvement plans to address
- To provide reports to any group, sub-committee, committee as required;
- To review and assist in the drafting of complaints responses
- Assess investigatory responses from Managers / Clinicians and liaise with Service/Nurse Managers and Healthcare Professionals if a further response or clarification is required in order to complete the final response;
- Arrange and co-ordinate Peer Review Panels;
- Compile documentation for Independent Reviews, ensuring documentation is sent to relevant personnel in advance;
- Ensure all complaints are dealt with in a confidential manner in line with the Trusts Confidentiality and Information Security Policy and the Data Protection Act 1998;
- Any other duties that may be necessary to perform the role.
- The post holder will use their own judgement to find solutions to requests made of the Patient Advice and Complaints Service through the use of analytical and problems solving skills.
- To plan and organise own time and work efficiently and adhere to deadlines to enable timely response to complaints and concerns
- To ensure all messages are relayed as quickly as possible to appropriate staff and their teams
- Observe a personal duty of care in relation to equipment and resources
- Report faulty equipment
- Provide non clinical advice and information to patients, their families/carers and members of the public
- This job description is an outline only and is not definitive or restrictive in any way. It will be regularly reviewed and may be amended in the light of changing circumstances following consultation with the post holder
Person Specification
Qualifications
Desirable
- Customer Care Training/ Qualification
- Risk Management Training/ Qualification
- Educated to Degree level or equivalent qualification in a relevant health or social care subject
- IT training / qualification
Experience
Essential
- Experience of complaint handling
- Experience of working with staff at all levels within an organisation
- Experience of providing mediation and/or customer care services
- Experience of Health Service or related environment
- Evaluating information, identifying key issues, problem solving, making sound judgments and decisions and implementing / recommending solutions
- Experience of influencing change and promoting learning
- Presenting Data in a meaningful way both orally and in writing
Desirable
- Experience of drafting NHS complaint responses
- Experience of using Microsoft Office and CHFT reporting systems
Person Specification
Qualifications
Desirable
- Customer Care Training/ Qualification
- Risk Management Training/ Qualification
- Educated to Degree level or equivalent qualification in a relevant health or social care subject
- IT training / qualification
Experience
Essential
- Experience of complaint handling
- Experience of working with staff at all levels within an organisation
- Experience of providing mediation and/or customer care services
- Experience of Health Service or related environment
- Evaluating information, identifying key issues, problem solving, making sound judgments and decisions and implementing / recommending solutions
- Experience of influencing change and promoting learning
- Presenting Data in a meaningful way both orally and in writing
Desirable
- Experience of drafting NHS complaint responses
- Experience of using Microsoft Office and CHFT reporting systems
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).
