Patient Experience Advisor

7 months ago

StocktononTees, United Kingdom North Tees and Hartlepool NHS Foundation Trust Full time

To provide an efficient and effective Patient Experience Advisor role to patients, carers, relatives, advocates and staff.

To comply with National Regulations and local policy in relation to complaint management, to ensure a high quality service is maintained.

To demonstrate excellent listening skills, compassion, empathy and sensitivity and the ability to de-escalate challenging situations.

To work closely within the Patient Experience Team to manage the daily workload. To be able to identify and manage priorities and ensure where there is a potential risk of failure to achieve deadlines, this is escalated appropriately.

To be actively involved in a variety of aspects of patient feedback, including leading on documenting and digital recording of patient stories, documenting compliments and Friends and Family data.

Producing high quality reports from digital patient feedback data.

To provide an effective and efficient complaint Advisor service to patients, carers and relatives. To ensure effective guidance is provided to the complainant.

To adhere to National guidance and local policy regarding management of complaints.

To liaise with staff and external agencies to ensure a robust system is in place to obtain responses for complaints/Ombudsman cases within deadlines.

To monitor internal complaint timescales and highlight issues in relation to these.

To identify and capture patient stories.

To manage a central register of compliments.

To analyse data to produce high quality reports.

To assist the Survey Lead in dissemination of National and Local survey data. Collating results as required.

To provide administrative/personal assistant support service to the Trust’s Patient Experience Manager and Deputy.

At North Tees & Hartlepool NHS Foundation Trust our main priority is, and always will be, to provide safe and high quality care to our patients every day; the kind of care we would want for ourselves and our loved ones. We want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.

We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development. Staff recognition is very important to us; as well as performance reviews and appraisals, we recognise staff through Star and Team of the month, colleague recognition - a note of thanks, Managers Awards, Shining Stars and Service Awards.

We support the Making Every Contact Count approach to behaviour change in the promotion of health and wellbeing of individuals and communities.

We recruit for values and “Together we are North Tees & Hartlepool”

Listening and demonstrating understanding, empathy, sensitivity, discretion and confidentiality in dealing with simple and complex complaints. To be able to de-escalate challenging conversations.

To proof read written complaint responses to a very high standard for the approval and signature of the Trust Responsible Person for signing a complaint. This requires an excellent command of the English language and attention to detail is essential to meet required standards.

Accompany the Patient Experience senior team to meetings (Trust wide or in a complainant’s home). With the responsibility for taking notes/ transcribing and formulating concise notes.

To maintain and manage a full digital register of all complaints received using Microsoft Word and Inphase,

To record patient/carer/relative compliments.

To visit wards and departments to identify, collect and document patient stories. To work with the Trust Communications team to interview and record service user’s patient stories.

To analyse data to produce high quality reports regarding patient experience.

To develop an understanding of the National and Local survey process and support the Survey Lead when required.

To support wards and departments in collecting and inputting Friends & Family data. To release a daily Friends & Family report to ensure text messages are sent to patients. To liaise with the National team with issues or queries.

  • Patient Experience Advisor

    7 months ago

    Stockton-on-Tees, United Kingdom North Tees & Hartlepool NHS Foundation Trust Full time

    To proof read written complaint responses to a very high standard for the approval and signature of the Trust Responsible Person for signing a complaint. This requires an excellent command of the English language and attention to detail is essential to meet required standards. Accompany the Patient Experience senior team to meetings (Trust wide or in a...

  • Patient Experience Administrator

    1 day ago

    Stoke-on-Trent, United Kingdom University Hospital of North Midlands NHS Trust Full time

    Job summary o Work as part of a team, handling concerns and complaints in preparation for investigation within specified time Undertake occasional non-complex complaint investigationso Liaise with complainants, identifying the key points, agreeing an action plan and timescales and supporting the complainant throughout the complaints processo Liaise...

  • Patient Advisor

    4 months ago

    Stoke-on-Trent, United Kingdom Optical Express Full time

    Job Title – Patient Advisor Location: Stoke Salary: £24, + bonuses Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. The Optical Express team work together, collectively and consistently striving for excellence. We support each other, respect...

  • Patient Advisor

    5 months ago

    Stoke-on-Trent, United Kingdom Optical Express Group Full time

    **Location: Stoke** **Salary: up to £25,000 per annum + bonuses** Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. The Optical Express team work together, collectively and consistently striving for excellence. We support each other, respect each other...

  • Patient Advisor

    6 months ago

    Stoke-on-Trent, United Kingdom Optical Express Group Full time

    **Location: Stoke** **Salary: £24,000 + bonuses** Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. The Optical Express team work together, collectively and consistently striving for excellence. We support each other, respect each other and are committed...

  • Patient Advisor

    6 months ago

    Stoke-on-Trent, United Kingdom Veincentre Full time

    **As a Patient Advisor, your primary responsibility is to provide exceptional support, guidance and advocacy to patients throughout their healthcare journey. You will serve as a vital link between patients and healthcare professionals, ensuring that patients receive the best possible care and experience.** **Key Responsibilities & Requirements** - Patient...

  • Patient Advocate

    2 months ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom beBee Professionals Full time £28,000 - £35,000

    Registered Nurse OpportunityWe are seeking a compassionate and experienced Registered Nurse to join our healthcare team at beBee Professionals in Stockton-on-Tees.Key Responsibilities:Assess and monitor patient health, administering medications and treatments as required.Collaborate with physicians and other healthcare professionals to develop patient care...

  • Recruitment Advisor

    7 months ago

    Stockton-on-Tees, United Kingdom North Tees and Hartlepool NHS Foundation Trust Full time

    An exciting opportunity is available to join our Trust working as Recruitment Advisor in our People Services Department. The post is offered on a full time and permanent basis. The post holder will be responsible for the day to day recruitment activity for the trust and will provide support and advice on the trusts recruitment processes to all...

  • No7 Advisor

    5 months ago

    Stockton-on-Tees, United Kingdom Boots Full time

    Summary Job Reference: 233219BR - Job Reference: 2 3 3 2 1 9 B R Stockton On Tees, Teeside Retail Park Permanent 35 Hours **The salary for this role is £24,245.10 - £26,884.69 depending on location.** No 7 Advisor is an exciting role helping customers and advising them about their skincare and beauty needs. **Who we are** Five iconic brands make up...

  • No7 Advisor

    5 months ago

    Stockton-on-Tees, United Kingdom No.7 Boots Full time

    Stockton On Tees, Teeside Retail Park Part-Time Permanent - The salary for this role is £24,245.10 - £26,884.69 depending on location. - No 7 Advisor is an exciting role helping customers and advising them about their skincare and beauty needs. - Who we are - Five iconic brands make up No7 Beauty Company - No7, Liz Earle, Soap & Glory, Botanics and Sleek...

  • Patient Process Facilitators

    5 months ago

    Stockton-on-Tees, United Kingdom North Tees and Hartlepool NHS Foundation Trust Full time

    Reporting to the Lead for Patient Flow and Discharge. The post holder will assist in the provision of an efficient, effective and comprehensive administrative service supporting the ward based team. The post holder will be expected to work alongside Patient Flow /Integrated Discharge Team as well as external partners to facilitate flow through the ward and...

  • Pharmacy Advisor Role

    4 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom Boots Opticians Full time

    Job DescriptionAs a Pharmacy Advisor, you will play a vital role in providing exceptional patient-centred care in our pharmacies. This involves working across the healthcare counter and the dispensary to meet the needs of our patients.Key ResponsibilitiesDeliver health advice through focussed conversations with patients, ensuring they leave feeling informed...

  • Patient Process Facilitator

    6 months ago

    Stockton-on-Tees, United Kingdom North Tees and Hartlepool NHS Foundation Trust Full time

    We have an exciting opportunity available for a permanent Patient Process Facilitator to join our ED team. You will be working as part of a well established team and the wider multi disciplinary team to promote the efficient flow of patients within the Trust and support both the medical and nursing team with diagnostic requests and result management. You...

  • Patient Care Coordinator

    4 weeks ago

    Stockton-on-Tees, Stockton-on-Tees, United Kingdom beBee Professionals Full time £28,000 - £35,000

    beBee Professionals in Stockton-on-Tees is seeking a compassionate and experienced Registered Nurse to join our healthcare team and provide patient care, administer treatments, and collaborate with other healthcare professionals.Key Responsibilities:Assess and monitor patient health, administering medications and treatments as required.Collaborate with...

  • No7 Advisor

    5 months ago

    Stockton-on-Tees, United Kingdom No.7 Boots Full time

    Stockton On Tees, Teeside Retail Park Part-Time Fixed Term The salary for this role is £24,245.10 - £26,884.69 depending on location. No 7 Advisor is an exciting role helping customers and advising them about their skincare and beauty needs. Who we are Five iconic brands make up No7 Beauty Company - No7, Liz Earle, Soap & Glory, Botanics and Sleek...

  • No7 Advisor

    5 months ago

    Stockton-on-Tees, United Kingdom Boots Full time

    Summary Job Reference: - 226711BR Stockton On Tees, Teeside Retail Park Fixed Term 21 hours per week **The salary for this role is £24,245.10 - £26,884.69 depending on location.** No 7 Advisor is an exciting role helping customers and advising them about their skincare and beauty needs. **Who we are** Five iconic brands make up No7 Beauty Company -...

  • No7 Advisor

    5 months ago

    Stockton-on-Tees, United Kingdom No.7 Boots Full time

    Stockton On Tees, Teeside Retail Park Full-Time Fixed Term The hourly rate for this role is £11.30 - £12.50 depending on location. No 7 Advisor is an exciting role helping customers and advising them about their skincare and beauty needs. Who we are Five iconic brands make up No7 Beauty Company - No7, Liz Earle, Soap & Glory, Botanics and Sleek...

  • No7 Advisor

    6 months ago

    Stockton-on-Tees, United Kingdom Boots Full time

    Summary Job Reference: - 224407BR Stockton On Tees, Teeside Retail Park Fixed Term 37.5 hours per week **The hourly rate for this role is £11.30 - £12.50 depending on location.** No 7 Advisor is an exciting role helping customers and advising them about their skincare and beauty needs. **Who we are** Five iconic brands make up No7 Beauty Company -...

  • Parts Advisor

    5 months ago

    Stockton-On-Tees, United Kingdom Pendragon Full time

    **Stratstone** **Jaguar Land Rover Stockton** **Parts Advisor** **A basic salary of £23,060 and a bonus of £3,100 with pension, critical illness, life assurance, single health care, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales service.** Do you love working with people? Can you...

  • Service Advisor

    6 months ago

    Stockton-On-Tees, United Kingdom Pendragon Full time

    **Service Advisor** **Stratstone Jaguar Land Rover Stockton** **Salary of £24,298 with £4,800 bonus, pension, critical illness pay, life assurance, 23 days holiday, plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services** Can you bring a passion for incredible customer service to a new career as...