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Patient Relations Officer

1 month ago

Birmingham, United Kingdom Service Care Full time

**Service Care Solutions are currently recruiting for a Band 5 Patient Relations Officer to work within the NHS on a ongoing temporary agency contact. This role will be based in the Birmingham area.**
***
**Hours***
**37.5 hours per week (Monday - Friday)**
**9am - 5pm**

**Rate**
**£17.10 PAYE - Paid weekly through direct engagement**
**Inclusive of Holiday and Pension**

**Main Duties***
**The Patient Relations Officer will work in partnership with the PALS Manager and the Deputy PALS Manager to ensure effective handling of PALS concerns and enquiries, which could involve duties such as**:

- **Sensitively and compassionately liaising with patients, families, carers and complainants to obtain relevant information that they possess that will support the prompt resolution of their concerns.**:

- **Diffusing actual or potentially volatile situations with patients/relatives/members of the public whilst maintaining a sense of empathy, kindness and compassion.**:

- **Ensuring PALS is accessible and available to patients, families, carers, the public and those acting on their behalf within service opening hours.**:

- **Making supportive arrangements to assist people in sharing their concerns e.g. booking translation services.**:

- **Working in a person-centred way in line with the requirements of current NHS Complaints and associated legislation, to liaise directly with complainants in order to facilitate resolution of their complaints and concerns. At all times, working with sensitivity, diplomacy, professionalism and integrity and deliver high standards.**:

- **Directly managing their own caseload, including highly complex and sensitive information, and provide support and advice to divisional staff to ensure thorough, timely and effective PALS resolution that meet the standards and KPIs set by national legislation and local requirements.**:

- **Risk assessing and processing new PALS contacts in line with the Patient Relations policy and procedures, providing signposting where necessary and appropriate.**:

- **Escalating cases to the PALS Manager where they are challenging/outside the scope of the officer's knowledge, skills or expertise/ potentially damaging to the reputation of the organisation/require senior or specialist knowledge and support or involve serious allegations around staff conduct towards a patient.
**Benefit of Service Care Solutions**
- ** Excellent pay rates**:

- ** Exceptional referral bonuses**:

- ** Approved supplier to over 400 organizations nationwide**:

- ** Nationwide provider to over 40 different NHS trust & private **organisations**:

- ** Subsidised training/ FREE mandatory training**:

- ** Dedicated and experienced one-to-one consultant support**:

- ** DBS checks provided via online services free of charge**:

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