Feedback and Engagement Officer

2 months ago

Torquay, United Kingdom Torbay and South Devon NHS Foundation Trust Full time

The Feedback and Engagement Officer will work directly with patients/clients and their carers to provide information, facilitate speedy resolution of concerns and to refer patients and their carers to external or specialist support and advocacy services as required.

They will work with colleagues across this organisation (and others) to promote and develop the service and create effective links and working relationships between the Feedback and Engagement Team and other departments.

The post holder will also liaise with other PALs, advice and advocacy services in both the local and national health and social care community in such a way as to ensure a seamless service for patients.

The Feedback and Engagement Officer will manage complaints, ensuring that that all complaints are recorded, reported and managed in accordance with the requirements of NHS Complaints Regulations and the Trust’s own complaints policy.

They will also work with the Quality and Experience Lead and Integrated Service Units to ensure that complaints are analysed to identify trends.

The post-holder will work to ensure the Trust has effective processes in place for ensuring service improvements are identified and monitored as a result of a complaint or concern being raised where appropriate.
- To manage complaints and feedback for Torbay and South Devon NHS Foundation Trust, ensuring compliance with acknowledgement and response times.
- To be a point of contact for enquirers, complainants and their representatives and be responsible for assisting with the triaging of calls received, providing information, help, advice and assistance with all enquiries and concerns.
- To hold a caseload of complaints and enquiries and to be a point of contact for staff and services within the Trust.
- Respond flexibly to the need and concerns of patients, carers and their representatives liaising with colleagues to effectively resolve issues and monitor improvements.
- Locate and provide general and specialist information for patients, carers, volunteers, and the general public.
- Work with relevant agencies to ensure that high-quality customer care is delivered to the patients.
- Work with staff and service teams to ensure actions are taken to improve services as a result of issues and complaints raised by patients, users or carers.
- To attend local resolution meetings with patients, carers or their representatives to try and answer questions and resolve concerns or complaints.
- Build and maintain good relationships with clinical and non-clinical staff.
- Maintain awareness of confidentiality, complaints, and the needs of vulnerable groups such as the elderly, ethnic minority populations, and people with learning disabilities.
- Utilise the Risk Management System to record enquiries.

Why Work With Us

The team is friendly, welcoming and very enthusiastic about the service it provides.

They strive on building excellent working relationships and respect each other’s individual ways of working.

They contribute to continuous service improvements. The team are very supportive of each other and have regular contact and team meetings for support.

The service is supported by clinical psychology to ensure individuals wellbeing and that they are supported emotionally.
- An exciting opportunity has arisen within our PALS and Complaints Team for an enthusiastic and motivated individual with excellent communication and administrative skills.
- The PALS and Complaints Team are a dedicated, caring and friendly team, offering advice and support to patients/clients, their families and the general public. This involves managing highly sensitive and difficult situations and communicating with people who might be distressed and/or upset. The post holder therefore requires excellent communication and diplomacy skills and an ability to maintain confidentiality at all times.
- The post-holder will be required to work autonomously providing high quality support. The post-holder must be able to cope well in a highly pressurised and fast moving setting and have excellent attention to detail.
- The post-holder will improve the experience of patients/clients and their relatives by providing help, support and advice on the services provided by Torbay and South Devon NHS Foundation Trust.
- The post-holder will contribute to the smooth running of the service, ensuring that complaints and concerns are dealt with in a timely and efficient manner in line with NHS complaints regulations and the Trust’s complaints policy.
- Experience of customer care/complaints handling would be an advantage and good knowledge of health and/or social care systems is essential.

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