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Patient Experience Senior Advisor

5 months ago

Brighton, United Kingdom Sussex Community NHS Foundation Trust Full time

A new and exciting opportunity has arisen for an experienced, motivated, senior advisor to join the Patient Experience Team.

We see every complaint is an opportunity for us to better understand and improve the quality of our services. We are striving to create a complaints service that learns from the concerns raised whilst reflecting the Parliamentary and Health Service Ombudsman's user-led vision for raising concerns and complaints.

This role will include meeting patients, service users and relatives, as well as speaking regularly on the telephone offering support, information and guidance in sometimes difficult and sensitive situations.

Ideally you will have experience of working in a customer service role or in an NHS setting. The ability to be able to travel independently will be a requirement of this role.

This is an exciting, and rewarding post within a supportive team who are focused on improving the experiences of our patients and their families. Working for the Trust you will be based at Brighton General Hospital with access to parking, pool cars, flexible working and our extensive Trust wellbeing program.
- As the Senior Advisor, the postholder will promote a culture of excellence in user experience for people who access our services for advice, to raise a concern or provide feedback.
- The Senior Advisor will manage their own caseload of complex complaints and ensure their own work and the work of the tea is delivered to a high standard and in accordance with regulations.

Positive 2021 NHS Staff Survey results
The Care Quality Commission (CQC) rates our quality of services as good with outstanding features
Stunning locations in Sussex, surrounded by the South Downs and the coast
A great working environment in the community, in patients’ homes and our
community hospitals
Excellent training and development opportunities
Real Living Wage Employer, with great rates of pay
Flexible working options, including job sharing, annualised hours, career breaks, parental leave and adoption leave
Supportive team environments
Cost-effective and convenient workplace nurseries
Thriving BAME, Disability and Wellbeing, LGBT+ and Religion and Belief staff networks
Accredited Level 3 Disability Confident Leader, committed to creating inclusive workplaces

Document all stages of the PALS query/complaint process to an appropriate level of detail.
Monitor, allocate and review work of the team.
Provide quality assurance on the work of the team to ensure it is of the highest standard

Ensure accessible standards are maintained at all times.
Manage complaints in a timely, sensitive and confidential manner.
Escalate more complex PALS/Complaints/Patient Experience issues to the Patient Experience Lead.
Signpost patients on to external or specialist advocacy services as appropriate
Support individuals who may be upset, distressed, emotional and where there may be other barriers to communication