Patient Experience Officer

3 weeks ago


Harrogate, United Kingdom Harrogate and District NHS Foundation Trust Full time

Are you an excellent communicator with a passion for person-centered care?

Would you like to help patients, carers and their families to help to bring about positive changes within the Trust to improve patient and carer experience?

As part of the Quality Team, our Patient Experience Officer role supports the delivery of the Trust’s Making Experiences Count Policy, where learning from experience and swift resolution of issues is key.

We are looking for a positive, proactive individual with proven communication skills and previous experience in handling and responding to concerns and complaints. The position involves seeing a caseload through from initial contact to final resolution. This means the role can be very rewarding as you are able to help bring about resolution of patient concerns and support people through the entirety of our process.

If you can stay calm and focused under pressure, manage sometimes difficult situations, enjoy advising and helping others, and want to add value to collecting, measuring and enhancing patient, service user, carer and public experience of the NHS, then we would love to hear from you.

The post holder will deal directly with patients and public, independent contractors and other healthcare professionals either through face to face, telephone or written correspondence, ensuring all feedback is handled appropriately, in line with national guidance and the Trust’s MEC policy and procedure.

Working closely with the Patient Experience Coordinator and the Patient Experience Manager, this post supports the delivery of the Trust’s Making Experiences Count (MEC) policy and procedures, and contributes to incident administration processes in support of the Trust’s Risk Management Strategy.

The post holder will link in with the Clinical Effectiveness Team and the Patient Safety Team, to ensure action plans are followed through and actions have been taken to ensure learning from feedback has taken place.

The post holder will link with the other departments that receive feedback in the Trust to ensure that all feedback is captured and reported.

The post holder will foster constructive relationships within the Trust and externally to ensure that there is sound and effective two way communication arrangements with healthcare professionals, service users and the public in dealing and responding to complaints and incidents. The work is at the highest level of the Trust dealing with sensitive issues and the post holder must ensure that appropriate confidentiality is maintained.

The Patient Experience Team function sits within the wider HDFT Quality Team and our aim is ensure the patient and carer voice is placed at the heart of everything we do. We liaise with patients, carers, the public, partners and stakeholders to ensure we listen to what matters most to those accessing our services.

At Harrogate and District NHS Foundation Trust we provide 'outstanding' care to both our patients and our staff. We support staff through benefits, health and wellbeing initiatives and opportunities for personal and professional development.
- An inclusive and supportive culture - our Trust encourages staff to bring their whole selves to work and active Staff Networks identify areas for improvement.
- Staff Recognition - as well as regular appraisals, we recognise staff with our Making a Difference, Team of the Month Awards & Colleague Recognition Awards
- Employee Support and wellbeing - we have a comprehensive Employee Assistance Programme, counselling service and fast track physiotherapy service for employees.
- Staff Benefits - We have a range of staff benefits and schemes to support staff health, engagement, wellbeing and inclusion.

We take our organisational values and behaviours seriously. Please familiarise yourself with them prior to applying. They are:
Kindness

Integrity

Teamwork

Equality

1. Responds to anxious and distressed members of the public and staff and provides impartial advice on the NHS and Trust MEC Policy and Procedure in a professional and competent manner. Provides assistance to all parties to achieve effective, speedy local resolution, wherever possible on the spot.
3. Links with the Patient Experience Volunteers to provide a seamless service to patients and the public in the resolution of any concerns.
4. Liaises with the Directorate Leads to provide assistance/check progress of investigation.
5. Acts as a point of contact for enquiries relating to complaints, patient feedback, claims and other risk management issues and escalates issues to Patient Experience Co-ordinator or Patient Experience Manager as appropriate.
6. Manages a delegated caseload of cases, liaising with Corporate and Clinical Directorates to ensure that complaints are properly investigated in line with NHS and Trust Complaints Policy and Procedure.
7. Closes all delegated cases on Datix Web system, ensuring that key data is validated, categorisation codes checked, contact information ver



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