Patient Advice and Liaison Assistant

3 months ago

Liverpool, United Kingdom Liverpool University Hospitals NHS Foundation Trust Full time

Signpost patients/carers/relatives etc to relevant wards/departments and agencies who can facilitate their enquiry Deal with verbal concerns face to face and on the telephone with sensitivity, tact and empathy including customers who have barriers to communication, such as mental health problems, visual or hearing impairments, physical disabilities, or where English as a second language and grieving, bereaved patients and relatives. Deal with angry and /or abusive complainants on the telephone and face to face. Identify concerns provided by patients/carers/relatives etc establish their details and provide advice and support this process to resolve their concerns locally. Ensure follow-up call to ensure actions have been completed.

Attend meetings when required. Responsible for data entry of all concern/complaints data onto the Datix Complaint System. Attention to detail is essential and ensuring all information is up to date and accurate. Assist the Patient Advice and Liaison Officer to provide a number of Datix reports on a weekly, monthly and quarterly basis on theming concerns and complaints.

Maintain the tracking system for the caseload of complaints ensuring that reminders are sent to managers are laid down in the Trust's Complaints Procedure. Provide support to the Complaints Coordinator in managing their caseload of formal written complaints, ensuring that they are dealt with in the timescales laid down in the Trust's complaints procedure. In conjunction with the Complaints Co-ordinators, analyse the complaints letters as soon as they are received, acknowledge receipt of the letter and identify and list all of the salient points. Forward complaint letters to appropriate managers, with a list of all of the points to be investigated.

Support the Patient Advice and Liaison Officer and Complaints Coordinators in cooperating and negotiating with the local Independant Advocacy and Citizen Advice Bureau Services, Offices of Local Members of Parliament (MP's), the Health Service Ombudsman and other Health and Social Care providers. Provide advice and support to patients, relatives and staff regarding the NHS Complaints Procedure and in relation to the specific questions raised by complainants in their complaint. Act in a way which supports and protects patient confidentiality, treat all complainants with dignity and respect and ensure equal access to the NHS complaints procedure for all complaints. Support equality and diversity.

Contribute to Trust-wide training events regarding complaints and customer care, including the Trust Welcome Event and the customer care course and local induction. Participate in development review and maintain a portfolio of learning development.

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