Job summary
We are seeking a compassionate, professional and highly-motivated person to respond to all patient and public enquiries the Trust receives.
Main duties of the job
The Patient and Family Relations Team deal with all concerns about care and treatment that are raised by patients, their family members, carers,MPs and regulators such as the Parliamentary Health Service Ombudsman. Working on the phone, by email and face to face, you will be dealingwith highly sensitive, emotive and complex issues. Under the guidance of the Patient Relations Manager and Patient Relations Officers, you willdevelop your customer service skills and learn how to resolve conflicts, keep thorough records and share good practice.
About us
You will provide a rapid response to general concerns and offer an early resolution of complaints, embedding any learning with the clinical teamsand on the Ulysses Safeguard System. You will have a passion for improving patient care through learning from general concerns and complaints supporting a learning and improvement culture.
To apply for this role you will need to be well-organised and a committed team player, you will have some experience in a customer care role,ideally in a healthcare context. Knowledge of the NHS Complaints procedure and basic relevant legislation such as the Data Protection Act isessential.
Interested applicants should ideally be seeking the opportunity to become involved in what can be, at times, a very challenging role but one thatalso provides a personal satisfaction that the job you have done has really helped someone
Job description
Job responsibilities
The post holder will: Manage individual informal concerns and general enquiries and which can, at times, be difficult andcontentious Act as the first point of contact to service users. Listen to and record telephone messages, monitor the teams email inboxes at times providing on the spot support and advice face to face or/and liaising with the Patient Relation Officer/Manager to secure appropriate management of the case.
To work collaboratively with investigating divisions to resolve concerns and enquiries
To draft correspondence as required
On receipt of complaint letters/e-mails to advise complainants of the different methods available to manage their complaint and "triage"complaints appropriately.
To signpost service users to other services, such as advocacy support, where appropriate.
Copy medical files and complaint files for Ombudsman cases email to the Ombudsman in the Administrative Officers absence
Job description
Job responsibilities
The post holder will: Manage individual informal concerns and general enquiries and which can, at times, be difficult andcontentious Act as the first point of contact to service users. Listen to and record telephone messages, monitor the teams email inboxes at times providing on the spot support and advice face to face or/and liaising with the Patient Relation Officer/Manager to secure appropriate management of the case.
To work collaboratively with investigating divisions to resolve concerns and enquiries
To draft correspondence as required
On receipt of complaint letters/e-mails to advise complainants of the different methods available to manage their complaint and "triage"complaints appropriately.
To signpost service users to other services, such as advocacy support, where appropriate.
Copy medical files and complaint files for Ombudsman cases email to the Ombudsman in the Administrative Officers absence
Person Specification
Desirable
Essential
- Ability to analyse information and identify themes or trends
Desirable
- Ability to analyse information and identify themes or trends
Knowledge
Essential
- Used to dealing with conflict.
- Experience of working in a changing environment
- Experience of working in the NHS or a health care setting
Desirable
- Experience of organising events small events and delivering delivering presentations to small groups
- Experience of handling patient concerns or complaints in a healthcare or public-facing setting
- Demonstrable ability to communicate calmly and compassionately with distressed individuals
Essential
Essential
- Ability to communicate effectively with patients, relatives, and staff
Person Specification
Desirable
Essential
- Ability to analyse information and identify themes or trends
Desirable
- Ability to analyse information and identify themes or trends
Knowledge
Essential
- Used to dealing with conflict.
- Experience of working in a changing environment
- Experience of working in the NHS or a health care setting
Desirable
- Experience of organising events small events and delivering delivering presentations to small groups
- Experience of handling patient concerns or complaints in a healthcare or public-facing setting
- Demonstrable ability to communicate calmly and compassionately with distressed individuals
Essential
Essential
- Ability to communicate effectively with patients, relatives, and staff
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.
