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Patient Experience Officer
4 months ago
**Are you looking for a role where you can really make a difference to patient care and experience? Are you empathetic and passionate about improving patient care?**
We are looking for someone who has outstanding verbal and written skills to help us respond to all sorts of complaints and feedback.
You will work closely with the management team to respond to complaints, highlight areas for improvement, and ensure continuous learning to ensure our patients receive the best possible service.
Confidentiality is critical to this role. Please note there will be a literacy based interview.
Main duties will include but not be limited to:
**Patient Experience**
- To play a key role in the delivery of strategic patient experience objectives and facilitate and support operational activities in relation to patient experience and involvement.
- To facilitate patients and the public to make an active contribution in the identification of improvements to the patients experience.
- To act as an expert resource on seeking out, understanding and responding to the voice of patients and staff.
- Ensure effective communication between staff, the practice, patients and other agencies/stakeholders.
- To review national and local strategies in relation to patient experience and involvement.
- Identify the complex or higher risk areas that require input or knowledge from clinicians (including safeguarding issues).
- Identify and act on potential improvements, ensuring a continuous learning cycle
- To be the patient experience expert and champion for Workington Locality
**Complaints and Incidents**
- Provide a patient support and complaints service for patients, carers and members of the public who want to make a complaint or are seeking information, help, advice and/or the resolution of concerns or enquiries.
- Follow the NCPC complaints process for formal and informal complaints, speaking to patients to understand their concerns, speaking to relevant members of staff, and coordinating investigations as needed
- Provide written formal complaints acknowledgements and responses
- The post holder will work closely with the management team to provide feedback in relation to complaint handlers, to ensure they meet the timescales agreed with the complainant and provide a thorough first response to assist in the reduction of returned complaints.
- Establish any learning from complaints and incidents which can be shared within the Practice
- Liaise with all levels of staff and other complaints services and external organisations, to resolve complaints and incidents, concerns and enquiries.
- Ensure all complaints and enquiries are managed in a proportionate and customer focussed manner, in line with the Parliamentary and Health Service Ombudsman’s Principles of Good Complaint Handling, Remedy and Good Administration.
- Provide information and support to staff on the resolution of complaints/incidents and/or patient related enquiries, in line with NCPC policies
- Support with providing information to third parties including: Healthwatch, PHSO, CQC, NHSE and local MPs as outlined in line with policies.
- Support the practice to meet contractual requirements including the completion of reports as per contract/ regulation (Edec and KO141B reports)
- Support complaints and incidents escalation processes to the Senior Administrators and management team.
**Engagement**
- Support regular campaigns and projects that engage patients and keep them well informed
- Assist in the marketing and promotion of the Practice across all sites that provides safe, personal, co-ordinated care for the community we serve.
- Act as first point of contact to provide a response or advice to ensure all internal and external enquiries are answered quickly and accurately, taking into account highly sensitive or confidential issues and using judgement where necessary to signpost to the most appropriate person
- Work with team members, Senior Administrators and the management team to identify issues and on patient engagement in services to ensure a co-ordinated approach to public and community engagement.
- Incorporate the use of a range of communication channels to engage and encourage two way dialogue with staff, patients and key stakeholders.
**Job Types**: Full-time, Part-time
Part-time hours: 30-37.5 per week
**Salary**: £22,500.00 per year
**Benefits**:
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Sick pay
Schedule:
- Monday to Friday
Work Location: In person
Application deadline: 15/06/2023
