Patient Experience Advisor
4 days ago
An exciting opportunity has arisen to be part of our Patient Experience team at Yeovil District Hospital NHS Foundation Trust. We are looking to recruit an enthusiastic and motivated people person to step into a Band 3 PALS Advisor position, dealing with patients and family enquiring about their appointments, care and treatment at Yeovil District Hospital.
You will work as part of a team, liaising with department managers to deliver a first class service to ensure patients and relatives receive efficient and timely responses to their enquiries.
You will need to work together with colleagues to ensure the patient experience is paramount, to assist the Patient Advice and Liaison Service, ensuring an accessible, confidential, patient focussed service that deals with problems and concerns as quickly as possible in accordance with national requirements and local policy, using the Safeguard reporting System. The post holder will need to adhere to deadlines, whilst dealing with emotional and sensitive situations, provide administration support to the Complaints Lead including photocopying, updating action plans, acknowledging complainants, logging cases on the Safeguard reporting system, obtaining medical records, note taking at meetings and chasing complaint responses, to act appropriately and take necessary action where situations require negotiation, act empathetically when dealing with patients and/or relatives, deal with a wide range of issues that are realised through the Patient Advice and Liaison Service, using personal judgement to analyse and compare the range of options open to the enquirer, to answer all incoming telephone calls from patients, carers and other healthcare professionals in an efficient manner, record and maintain detailed and confidential computerised records of PALS casework, to type response letters and general correspondence as requested by the Patient Experience Manager, use the hospital administration system Trakcare for all patient related data, including case note tracking.
Yeovil Hospital is an ambitious and friendly Trust that is extremely proud to provide acute care for a population of more than 225,000 people in South Somerset, North and West Dorset and parts of Mendip. The hospital has 345 beds, a busy Emergency Department, a variety of outpatient and diagnostics services, and a private patients' wing which offers a personal service in state-of-the-art clinical facilities, with all profits being invested back into NHS healthcare.
Yeovil Hospital's iCARE model, which has established the principles of exemplary patient care, patient and employee experience, has attracted national interest and is embedded in everything we do, following our vision to care for our patients as if they are one of our family. The Trust's shared vision has led to our staff rating Yeovil Hospital the best in England for employee health and wellbeing for the third year running in the annual NHS staff survey 2020.
We strive to ensure the patient is at the heart of what we do. The Patient Experience team at YDH is fairly small in size, but everyone is dedicated to helping each other. Within the Patient Experience Team we manage the Complaints and PALS service, Engagement with Patients and Families, Medical Examiner Service and Front of House/General Office function.
For a full list of duties and responsibilities, please refer to the attached Job Description and Person Specification.
**Benefits of working for us**:
- Working for a Trust voted 1stfor Health and Well-being across the UK (NHS staff survey)
- Full NHS terms and conditions including extensive holidays, Agenda for Change pay with enhancements
- Discounts for local and national retailers
- Dedicated well-being services for all employees
- Flexible working where possible
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