Job summary
An exciting opportunity has arisen within the current PALS & Complaints team at ESNEFT, on a full time, permanent basis specifically within the PALS office at Ipswich Hospital.
The focus of this post is to support service users in the resolution of their enquiries, concerns and complaints. You will work closely with a wide range of departments and staff.
To be successful in this role, you should have the following:-
- o A "can do" attitudeo Proven customer service experienceo Experience of handling complex and sensitive situationso Competence to work independentlyo A considerate team playero Excellent interpersonal skills and a good telephone mannero Confidence to deal with challenging and demanding behaviourso Ability to generate professional correspondenceo An eye for detailo Ability to work to deadlines often under pressureo Skills to be able to multi tasko GCSE in English Language, Grade C or equivalento IT skills and knowledge of Microsoft programmeso A smart and professional appearance
You will be based on site primarily in the PALS office at Ipswich Hospital but will be expected to contribute to the full PALS & Complaints team and across both ESNEFT sites as needed.
Main duties of the job
Reporting to the PALS & Complaints Manager, the post holder will support the delivery of positive Patient Experience initiatives at ESNEFT.
You will possess excellent listening and interpersonal skills including the ability to effectively manage relationships internally and externally, demonstrate empathy, impartiality and sensitivity when dealing with all forms of correspondence from patients or their representatives relating to health service concerns.
You must be able to recognise the needs of patients, their families and carers and be able to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.
Good listening skills and an awareness of the need for discretion and high levels of confidentiality are essential and the role also demands outstanding organisational and time management skills, as well as the ability to manage competing priorities against tight deadlines.
About us
We are ESNEFT and we provide hospital and community health services to almost one million people across east Suffolk and north Essex. Our dedicated staff deliver care from acute hospitals in Colchester and Ipswich, community hospitals, surgeries, community clinics and in patients' own homes.
We are the largest NHS organisation in East Anglia, employing more than 12,000 staff.
We pride ourselves on supporting our staff. We offer a wide range of training and development opportunities, as well as flexible working options.
Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
Our philosophy is that Time Matters to everyone. Across the Trust, we concentrate on improving the things we do and removing those which cause time delays for our staff and patients.
We are investing in our commitment to Time Matters with a partnership with leading electronic patient record (EPR) supplier Epic. This digital transformation will bring what's widely regarded as the world's best EPR system to ESNEFT, transforming life in hospital for staff and patients.
If you are passionate about patient care and want to develop your skills and knowledge, then we want to hear from you.
Find out about living and working here - www.youtube.com/watch?v=GkPu7HphU8A
Job description
Job responsibilities
Purpose of Role:
This means specific accountability to: Co-ordinate and facilitate the Trusts Complaints/PALS policy on behalf of the Trust and to act as a central point of contact for all concerns, complaints and compliments.
- To provide a welcoming, professional and high quality Complaints/PALS service and environment encouraging patients, carers and visitors to access the service. To ensure the service is accessible, friendly, compassionate and caring.
- Contribute to the fulfilment of schedules and meeting of deadlines to support Divisions and departments.
- Act as an interface between complainants or PALS enquirers and Trust staff.
- To build and maintain good professional working relationships with clinical and non-clinical staff across the Trust and beyond to ensure the speedy resolution of problems.
- Deal tactfully and diplomatically in a professional and empathetic manner with distressed patients/relatives/carers and members of the general public wishing to raise concerns, acknowledging their heightened level of anxiety and overcoming difficulties with any language barriers.
- Maintain the smooth running of the department ensuring targets for answering and responding to enquiries and concerns are met in line with local and national guidance.
- Ability to be flexible and prioritise workload in accordance with the provision of a front line and responsive service.
- Receive complex, sensitive or emotive complaints, and acknowledge within the timeframe set by the Trusts Complaints Handling policy.
- Prepare a draft response as appropriate.
- Undertake quality and formatting functions to ensure that complaint response letters are understandable, answer all the points raised and ensuring learning points and actions taken are identified.
- To manage the progress of investigations and exercise judgement to take appropriate actions where timescales are at risk of being exceeded.
- Maintaining an effective, efficient and confidential diary system; ensuring all PALS/complaint correspondence is kept in accordance with the current Data Protection Act.
- Ensure availability of relevant templates and tools for all staff in the management of correspondence to complainants and internal/external agencies i.e. letters & emails
- Liaise with patients, relatives and general public in person and via telephone, emails and written correspondence.
- Knowledge of the full range of administrative and secretarial procedures, including advanced keyboard skills, ensuring accurate and speedy production of documentation e.g. correspondence, agendas, minutes, reports etc.
For full details of the responsibilities and duties of this role please see the attached job description.
Job description
Job responsibilities
Purpose of Role:
This means specific accountability to: Co-ordinate and facilitate the Trusts Complaints/PALS policy on behalf of the Trust and to act as a central point of contact for all concerns, complaints and compliments.
- To provide a welcoming, professional and high quality Complaints/PALS service and environment encouraging patients, carers and visitors to access the service. To ensure the service is accessible, friendly, compassionate and caring.
- Contribute to the fulfilment of schedules and meeting of deadlines to support Divisions and departments.
- Act as an interface between complainants or PALS enquirers and Trust staff.
- To build and maintain good professional working relationships with clinical and non-clinical staff across the Trust and beyond to ensure the speedy resolution of problems.
- Deal tactfully and diplomatically in a professional and empathetic manner with distressed patients/relatives/carers and members of the general public wishing to raise concerns, acknowledging their heightened level of anxiety and overcoming difficulties with any language barriers.
- Maintain the smooth running of the department ensuring targets for answering and responding to enquiries and concerns are met in line with local and national guidance.
- Ability to be flexible and prioritise workload in accordance with the provision of a front line and responsive service.
- Receive complex, sensitive or emotive complaints, and acknowledge within the timeframe set by the Trusts Complaints Handling policy.
- Prepare a draft response as appropriate.
- Undertake quality and formatting functions to ensure that complaint response letters are understandable, answer all the points raised and ensuring learning points and actions taken are identified.
- To manage the progress of investigations and exercise judgement to take appropriate actions where timescales are at risk of being exceeded.
- Maintaining an effective, efficient and confidential diary system; ensuring all PALS/complaint correspondence is kept in accordance with the current Data Protection Act.
- Ensure availability of relevant templates and tools for all staff in the management of correspondence to complainants and internal/external agencies i.e. letters & emails
- Liaise with patients, relatives and general public in person and via telephone, emails and written correspondence.
- Knowledge of the full range of administrative and secretarial procedures, including advanced keyboard skills, ensuring accurate and speedy production of documentation e.g. correspondence, agendas, minutes, reports etc.
For full details of the responsibilities and duties of this role please see the attached job description.
Person Specification
Qualification
Essential
- GCSE in English Language, Grade C or equivalent
Desirable
- Recognised IT qualification
Experience
Essential
- Working in a team in a busy and complex environment
- Experience with challenging people
- Experienced in note taking
- Experience of working with multidisciplinary teams
- Creating statistical reports, documents, charts and presentations
Desirable
- Knowledge or experience of complaints handling
- Experience of working in the acute healthcare sector
- Experience of facilitating training sessions & presentations
Knowledge and Skills
Essential
- Computer literate & knowledge of Microsoft programmes (e.g. Word, Excel, PowerPoint, Outlook) and other Trust wide computer programmes (e.g. Evolve, Portal, Lorenzo).
- Using simple statistics, data analysis and interpretation and manipulation of data
- Data entry, text processing, storage of data and updating databases
- Excellent communication skills, both verbal and written
Desirable
Person Specification
Qualification
Essential
- GCSE in English Language, Grade C or equivalent
Desirable
- Recognised IT qualification
Experience
Essential
- Working in a team in a busy and complex environment
- Experience with challenging people
- Experienced in note taking
- Experience of working with multidisciplinary teams
- Creating statistical reports, documents, charts and presentations
Desirable
- Knowledge or experience of complaints handling
- Experience of working in the acute healthcare sector
- Experience of facilitating training sessions & presentations
Knowledge and Skills
Essential
- Computer literate & knowledge of Microsoft programmes (e.g. Word, Excel, PowerPoint, Outlook) and other Trust wide computer programmes (e.g. Evolve, Portal, Lorenzo).
- Using simple statistics, data analysis and interpretation and manipulation of data
- Data entry, text processing, storage of data and updating databases
- Excellent communication skills, both verbal and written
Desirable
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.
