Patient Experience Advisor

4 months ago

Sleaford, United Kingdom Lincolnshire Partnership NHS Foundation Trust Full time

This role provides an opportunity to join our established Patient Experience Team as a Patient Experience Advisor within Lincolnshire Partnership NHS Foundation Trust.

This is an important role in supporting the functions of the Patient Experience Team including the collation and administration of the Trust’s PALS/Complaints processes. The postholder will support the functions of the Patient Experience Team, providing a first point of contact for public and staff enquiries through the Trust's Patient Advice and Liaison Service (PALS).

They will need to be able to follow established processes, collate relevant patient experience data and maintain accurate records. The role will involve liaison with staff across the organisation and working to agreed deadlines. Applicants should have experience of using Microsoft Word and Excel, and experience of using Datix would be an advantage.

You must have resilience and take pride in personal responsibility for your work as well as being a team player. You will also need to be able to work in a very busy environment where priorities frequently change.

Duties include;
To act as a first point of contact for the Trust’s Patient Advice and Liaison Service (PALS) for patients, service users, carers, relatives, and members of the public, and to liaise with the enquirer to understand their concerns and agree the appropriate action to be taken.

To provide advice, support and assist managers investigating complaints including clarifying concerns, the outcome the complainant wishes to achieve, ensuring responses are sent on time and that complainants are kept up to date on the progress of their complaint.

Ensure that concerns raised by patients, service users, carers, relatives and members of the public are fully understood and answered fairly, openly and honestly.

To work with teams to encourage and promote a culture of openness, honesty and learning from feedback from patients, service users, carers, relatives, and the public.

Support the Patient Experience Lead to ensure that national targets with respect to complaint handling are met wherever possible whilst ensuring that investigations and responses to service users, carers and members of the public remain of a high quality.

Assist the Patient Experience Lead with the collation and supply of information (e.g. copies of files, chronology of events) as and when requested by the Parliamentary and Health Service Ombudsman/Local Government and Social Care Ombudsman where required.

Lincolnshire Partnership NHS Foundation Trust provides mental health services and a number of learning disability, autism and social care services in the county of Lincolnshire. Employing around 2,800 staff, and serving a population of over 766,000, our people lie at the heart of everything we do.

You could be part of a Trust rated by staff as one of the best mental health and learning disability trusts in England, in an area heralded as a fantastic place to live and work. We firmly believe the key to high quality care is a contented workforce. This is reflected in our Care Quality Commission rating of ‘outstanding’ for well-led and ‘good’ overall. In the most recent National NHS Staff Survey, our staff rated us as the number one trust nationally for staff morale and one of the top scoring NHS Trusts in the Midlands for being compassionate and inclusive. We’re really proud of this

We are also leading the way in transforming care, with multi-million-pound transformation of patient environments and radical redesign of community services.

This is the time to join and help redesign our services of the future. We offer options for flexible working and provide a wide range of training and promotion opportunities in all professions. We support and celebrate diversity, have active staff networks groups and are always looking at what more we can do to support our staff.

Responsibilities include;
On behalf of the Patient Experience Lead act as a first point of contact and use judgement to provide a confident, professional response to enquiries from patients and carers, staff and representatives of outside organisations.

Act at all times in the best interest of patients/carers, recognizing the potential vulnerability of all service users and acting in accordance of Trust polices of Safeguarding Adults and Children

Work on own initiative and resolve day to day problems independently in relation to Patient Experience enquiries developing expertise to respond to questions commensurate with level of experience

Maintain up to date electronic filing systems in accordance with Trust policies and procedures to facilaite the prompt retrieval of information when required

Able to analyse information and make judgements when deciding the most appropriate course of action to take when contacted by service users, carers or relatives. This may include resolving the issue directly using own initiative, sigposting to an appropriate person or escala

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