Patient and Family Relations Officer

2 weeks ago


Blackpool, United Kingdom Blackpool Teaching Hospitals NHS Foundation Trust Full time

We are recruiting one Band 5 Patient Relations Officer to work full time in our Patient Relations Team in the main entrance of Blackpool Victoria Hospital. This post is to cover an internal secondment for a two-year period, with the possibility of permanency in the future.

As a Patient and Family Relations Officer you will ensure that you provide advice and support to our staff and patients and you will take a proactive approach to help resolve issues relating to our services and if required provide guidance on how to make a formal complaint.

You will need emotional resilience to manage patient expectations and record all feedback and concerns on Ulysses to produce regular reports at request.

The Patient and Family Relations Officer will work in partnership with all our nursing and medical colleagues, divisional complaint staff, local advocacy groups and PALS departments in neighbouring trusts. At times you will be asked to respond to FOI requests, PHSO enquiries and assist with concerns from local MP’s and GP surgeries.

You will be responsible for supervising complex enquiries received into the patient relations support team, managing staff sensitivities and challenging situations.

The post holder must comply with all relevant policies, procedures and training on infection prevention and control.

Blackpool Teaching Hospitals NHS Foundation Trust is ideally situated just a forty five minute drive from Manchester. The Trust provides services to the 440,000 residents of Blackpool, Fylde & Wyre and North Lancashire, as well as specialist tertiary care for Cardiac and Haematology patients.

As one of the United Kingdom’s largest coastal resort, Blackpool has plenty to offer its residents - it’s not just a good place to work; it’s a great place to live. In addition to its bustling centre and historic seafront, the town is world famous for its many attractions, including the famous Blackpool Tower. Blackpool also offers a number of scenic cycling routes round our local parks and across the surrounding countryside, as well as boasting panoramic views of the coast on its picturesque Promenade. Further afield, Blackpool also benefits from less than three-hour connections via rail to Edinburgh in the north and London in the south.
- Ensure all formal complaints are acknowledged within 3 days; liaise with the complainant to discuss and confirm their complaint, whether a meeting with the investigating division is required or response letter from the CEO and the timescale for this to be completed. - Work alongside the Patient Relations Manager to monitor complaint investigations, action plans and lessons learned
- Utilise persuasive and negotiating skills to obtain co-operation from others to meet deadlines both on the formal complaint and informal concern side
- Work with external bodies such as the Parliamentary Health Services Ombudsman (PHSO), Social Services, local agencies, other Trust’s and Advocacy Services as necessary and statutory and non-statutory organisations to obtain information and refer clients as necessary
- Assist in the design and delivery of training programmes for induction, customer care, letter writing and complaints handling
- Actively promote the Patient Relations Service through, internal and external presentations, attendance at corporate and external events



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