Patient Services Support Officer

6 months ago


Manchester, United Kingdom NHS Greater Manchester Integrated Care Full time

COMMUNICATION To advise people who have concerns about the options open to them to resolve their concerns informally or under the NHS complaint procedure, referring them as appropriate to the relevant service manager, PALS, other NHS organisation, local authority and to the Independent Complaints Advocacy (ICA) service or Citizens Advice Bureau (CAB) where appropriate. To advise practitioners and staff about the Patient Services function and local complaint procedures within defined timescales. To ensure service user information for the Patient Services team is kept up to date and is easily accessible, i.e. complaints leaflets, intranet/website, liaising with the organisations staff, Patient Experience, IM&T staff as necessary.

To ensure all patient information is on display for service users and arrange complainant access to translation services where necessary. Liaise with all disciplines involved in a concern, complaint, claim and MP enquiry (e.g. senior managers, clinical staff, clinicians, Lay Conciliators etc) in order to arrange meetings and facilitate on-going investigations. INFORMATION RESOURCES, ANALYSIS AND DECISION MAKING Responsible for data entry and storage of information and data.

Responsible for maintaining own casework including drafting of responses to enquiries and complaints, updating Patient Services records and inputting to the database / system. Responsible for taking and transcribing formal minutes as required to support the complaints process. Ensure all information is managed in accordance with InformationGovernance policies. PLANNING & ORGANISATION Planning and organising own workload and caseload (and supporting Patient Services colleagues), ensuring cases are resolved in accordance with Service Delivery Measures.

Responsible for agreeing timescales to respond to patient enquiries with the need to be flexible in a fast paced and demanding environment. Delivering work in line with statutory and agreed timescales PATIENT/CLIENT CARE Provide non-clinical advice to patients, clients and relatives. The review of informal patient concerns directly informs improvement in the safety and quality of services provided. POLICY & SERVICE DEVELOPMENT Propose changes to improve organisational practice, based upon the findings and recommendations arising from the resolution of informal patient concerns.

Contribute to the development and improvement of Patient Services policy, procedures and practice



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