Job summary
We have an exciting opportunity for a full time Patient Experience Officer to join the Patient Experience Department!
To participate in the delivery of a high quality Patient Experience service incorporating Complaints and the ethos of Patient Advice and Liaison Service (PALS).
This requires established skills in receiving, analysing and resolving a wide range of issues, which can be complex and highly sensitive.
The ability to communicate effectively and with diplomacy at all levels is paramount to this role, as is the ability to resolve issues or suggest resolutions.
Main duties of the job
To work within the Trust's Improving Patient Experience Department ensuring it meets national and local standards.
To undertake delegated duties to ensure the delivery of an effective, visible and accessible Patient Experience service which meets the required standards across all Trust services throughout Derbyshire, this includes dealing with general feedback as well as concerns, complaints, comments and compliments using Trust procedures.
To deal with formal complaints and informal concerns, resolving matters sometimes in difficult circumstances.
To offer information, advice, support and signpost people when required.
To provide a listening service for patient, carer and relative concerns ensuring that their contact with the Trust is as easy as possible
To participate in and facilitate on-going consultation and feedback mechanisms to allow the views of service users and carers to influence the way in which the Trust's services and activities are planned, delivered and developed. Use feedback as an influential source of intelligence for service improvement.
Maintain an effective problem-solving approach towards concerns and complaints raised by patients, relatives and carers, using the Trust Complaints Policy.
To support investigating officers with complaint investigations.
About us
We will offer you a salary that matches your ability and responsibilities, and provide you with every opportunity to progress in your career and increase your salary through our range of training and development courses. You will also be automatically registered as a member of theNHS Pension Scheme(unless you choose to opt out) - one of the most generous and comprehensive in the UK.
On top of your basic salary, you will receive at least 27 days' holiday each year, plus a range of other benefits such as:
- Generousrelocation packageof up to £8,000 to support you financially through your move if you are relocating from far away
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Incrementalpay increases
-
Contributorypensionscheme
-
Study leavefor sponsored courses
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Access to a range ofwork perks, including:
- Flexible working opportunities
- NHS staff discounts
- 24/7 confidential and comprehensive employee assistance programme
- Annual and monthly staff recognition schemes
- Cycle to work scheme
- Eye test vouchers
- Lease car scheme.
Job description
Job responsibilities
Please see attached Job Description and Person Specification. To apply, please click APPLY FOR THIS JOB - this link will take you to the TRAC Recruitment Site. You will need to register if you do not already have an account
To work within the Trusts Improving Patient Experience Department ensuring it meets national and local standards.
To undertake delegated duties to ensure the delivery of an effective, visible and accessible Patient Experience service which meets the required standards across all Trust services throughout Derbyshire, this includes dealing with general feedback as well as concerns, complaints, comments and compliments using Trust procedures.
To deal with formal complaints and informal concerns, resolving matters sometimes in difficult circumstances.
To offer information, advice, support and signpost people when required.
To provide a listening service for patient, carer and relative concerns ensuring that their contact with the Trust is as easy as possible
To participate in and facilitate on-going consultation and feedback mechanisms to allow the views of service users and carers to influence the way in which the Trusts services and activities are planned, delivered and developed. Use feedback as an influential source of intelligence for service improvement.
Maintain an effective problem-solving approach towards concerns and complaints raised by patients, relatives and carers, using the Trust Complaints Policy.
To support investigating officers with complaint investigations.
Job description
Job responsibilities
Please see attached Job Description and Person Specification. To apply, please click APPLY FOR THIS JOB - this link will take you to the TRAC Recruitment Site. You will need to register if you do not already have an account
To work within the Trusts Improving Patient Experience Department ensuring it meets national and local standards.
To undertake delegated duties to ensure the delivery of an effective, visible and accessible Patient Experience service which meets the required standards across all Trust services throughout Derbyshire, this includes dealing with general feedback as well as concerns, complaints, comments and compliments using Trust procedures.
To deal with formal complaints and informal concerns, resolving matters sometimes in difficult circumstances.
To offer information, advice, support and signpost people when required.
To provide a listening service for patient, carer and relative concerns ensuring that their contact with the Trust is as easy as possible
To participate in and facilitate on-going consultation and feedback mechanisms to allow the views of service users and carers to influence the way in which the Trusts services and activities are planned, delivered and developed. Use feedback as an influential source of intelligence for service improvement.
Maintain an effective problem-solving approach towards concerns and complaints raised by patients, relatives and carers, using the Trust Complaints Policy.
To support investigating officers with complaint investigations.
Person Specification
KNOWLEDGE, QUALIFICATIONS, SKILLS & EXPERIENCE
Essential
- Educated to 'A' level or equivalent experience, including English language GCSE grade C or above or equivalent.
- Customer Services NVQ Level 3 or equivalent knowledge and/or experience
- NHS/Social Care experience
- Clear understanding of the NHS Complaints Procedure (Local resolution and Ombudsman)
- Excellent telephone manner
- Good organisational skills/ability to work on own initiative
- Good keyboard skills with knowledge of word, excel, power point and database understanding
- Ability to work on own initiative and to organise and prioritise own work in order to meet deadlines. This will involve multiple cases.
- Excellent listening skills
Desirable
- Experience of working with mental health service users & carers
- Mediation/facilitation skills
- Experience of formulating sensitive, complex and clinical information in lay terms (verbal and written), and working to tight deadlines
- Experience of using Datix system
Skills
Essential
- Customer service
- Excellent communication, organisation and interpersonal skills
- Excellent telephone manner
Desirable
- Understanding of Patient Experience
Person Specification
KNOWLEDGE, QUALIFICATIONS, SKILLS & EXPERIENCE
Essential
- Educated to 'A' level or equivalent experience, including English language GCSE grade C or above or equivalent.
- Customer Services NVQ Level 3 or equivalent knowledge and/or experience
- NHS/Social Care experience
- Clear understanding of the NHS Complaints Procedure (Local resolution and Ombudsman)
- Excellent telephone manner
- Good organisational skills/ability to work on own initiative
- Good keyboard skills with knowledge of word, excel, power point and database understanding
- Ability to work on own initiative and to organise and prioritise own work in order to meet deadlines. This will involve multiple cases.
- Excellent listening skills
Desirable
- Experience of working with mental health service users & carers
- Mediation/facilitation skills
- Experience of formulating sensitive, complex and clinical information in lay terms (verbal and written), and working to tight deadlines
- Experience of using Datix system
Skills
Essential
- Customer service
- Excellent communication, organisation and interpersonal skills
- Excellent telephone manner
Desirable
- Understanding of Patient Experience
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.
