Patient Experience Officer

2 weeks ago


Southall, United Kingdom West London NHS Trust Full time

West London NHS Trust is looking to recruit an enthusiastic and dynamic person, who, working as part of the Central Clinical Governance (Patient Experience) Team, will provide advice and support to patients, their carers and families. The post holder will provide a visible and effective Patients Advice and Liaison Service, ensure the Trust learns from user feedback and comments to help continually improve the service it provides, support preparation of patient experience reports, act as the case handler and first point of contact for corporate complaints and provide administrative support for the service.

Working as part of the Central Clinical Governance (Patient Experience) Team you will provide advice and support to patients, their carers and families; and help negotiate immediate solutions or resolutions of issues as speedily as possible.

Developing close working relationships with clinical services, you will ensure that an impartial, personal, effective and efficient Patient Advice and Liaison Service (PALS) is provided to service users, relatives, patients, members of the public and Trust staff.

Work in a supportive capacity to key members of staff within the Clinical Governance (Patient Experience) Team to assist in the delivery of an effective service.

To provide a visible and effective Patients Advice and Liaison Service, by ensuring patients, service users, carers and the public have access to and receive timely, high quality information, advice and signposting about the Trust and related health and social care services.

To support in ensuring the Trust learns from user feedback and comments to help continually improve the service it provides.

To support the Patient Experience Lead in the preparation of patient experience reports, as required, as part of the Quality and Board assurance process.

To provide verbal and written advice and information to patients, carers and staff requiring assistance with regards to the Patient Advice and Liaison Service and complaints procedure.

To travel between the Trust’s sites to support meetings, forums or events as required.

To produce and update all PALS information and ensure it is readily accessible.

To provide administrative support to the Patient Experience team, specifically, to organise, and coordinate relevant meetings, and take minutes / maintain an action log for those meetings.

To act as the case handler and first point of contact for corporate complaints.

To work with other Trust complaint handlers and support the co-ordination and collation of PALS and complaints data relating to the organisation, to ensure that the Trust operates the procedures effectively and within any specified targets.

To log user feedback, such as Care Opinion, Friends and Family Tests and other surveys and questionnaires as required.

To support the Patient Experience Team functions.

West London NHS Trust is one of the most diverse providers of mental health, community and social care in the UK.

Our 3,982 staff care for people in hospital and in the community, helping them to recover and go on to lead full and productive lives. We aim to be the best organisation of our kind in the country.

We provide care and treatment for more than 800,000 people living in the London boroughs of Ealing, Hammersmith & Fulham and Hounslow, delivering services in the community (at home, in GP surgeries and care homes), hospital, specialist clinics and forensic (secure) units.

We’re rated good overall by the Care Quality Commission (CQC).

Together, we’re committed to promoting hope and wellbeing, working with patients, service users, carers, families and partners across the communities we serve.

We are keen to ensure that our workforce reflects the community it serves, particularly in terms of ethnicity, gender, disability, LGBTQ+ and experience of mental illness.

The post holder will provide advice and support to patients, their carers and families. The post holder will provide a visible and effective Patients Advice and Liaison Service, ensure the Trust learns from user feedback and comments to help continually improve the service it provides, support preparation of patient experience reports, act as the case handler and first point of contact for corporate complaints and provide administrative support for the service.


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