Patient Safety, Carer and Community Officer

Job summary

An exciting opportunity has arisen to join the newly formed Patient Safety, Carer, Community Team at RDaSH. The Patient Safety Carer Community Officer role will work across the breadth of the team portfolio, supporting the investigation and learning from complaints & patient safety incidents; be the first point of contact for patients and families raising concerns or wanting information on services.

As a Trust, our focus is the delivery of the 2023 - 2028 Clinical and Operational Strategy focused on the care and support we give to our patients their families and our communities. To do this, we continually seek to understand the experiences of our patients, carers and relatives.

Working closely with the five RDaSH care groups and corporate teams to fully engage patients and their families, and ensuring we listen to and act on their valuable feedback, concern. Being open when a patient safety incident happens and ensuring learning and improvement action is taken.

We are recruiting 3.0 wte Patient Safety Carer Community Officers (part -time working will be considered) and looking for team members who have the following attributes:

o A good team player

o Excellent communicator both written and verbal

o Highly organised and works well within a process

o A completer/finisher with good attention to detail

o Patient, family, carer focused engaging with them compassionately

Main duties of the job

• Be the key point of contact for patients, their representatives and the general public who want information about Trust services. This will involve managing requests for information submitted in person, by telephone, email, letter or Trust feedback form.
• Be responsible for listening, understanding and analysing problems, questions or requests being presented by patients and their representatives, the public and staff. Assess individual situations to differentiate between issues that can be resolved on the spot and those that warrant further investigation or resolution.
• Resolve patients concerns quickly and effectively and negotiate solutions to ensure practical and appropriate advice and support is given.
• Be the main interface for individuals wishing to make an informal or formal complaint, exercising good listening skills, empathy and firmness, together with an ability to know when a situation needs escalation
• Manage the complaints & incidents database, ensuring that requests for information are correctly entered and maintained, that reports on requests are run and trends analysed and acted upon.
• Under direction of the Patient, Carer, Community Practitioner support the capture and sharing of the learning from incidents, compliments, complaints and patient/family feedback.

About us

Rotherham Doncaster and South Humber NHS Foundation Trust (RDaSH) employ around 3700 talented colleagues who are very much appreciated, valued, and respected.

We have a wide portfolio which includes mental health, physical health, learning disability and drug and alcohol services.

We are passionate about enhancing the quality of our service and we work hard to attract and select the right colleagues for our organisation. Our goal is to employ those who share our passion for providing first class care while remaining committed to our vision and values. Please view our Strategy using the link below:

https://www.rdash.nhs.uk/documents/clinical-and-organisational-strategy-2023-to-2028/

To find out more about working for RDaSH and the fantastic benefits we offer visit our website:

https://workwithrdash.co.uk/

We are committed to inclusive cultures and really value people in our organisation, view our Allyship video on YouTube to find out more:

https://youtu.be/WMJSkLoTk4Q

The main terms and conditions of service can be found here:

https://ptracaccpublic.blob.core.windows.net/docs-employer/340/2515/Main_Terms_and_Conditions.pdf