Band 5 Patient Relations Officer

2 months ago

Birmingham, United Kingdom University Hospitals Birmingham Full time

**Job summary**:
We are looking for a well-motivated, friendly and hardworking individual to join our Patient Relations Team which delivers Complaints and PALS services at University Hospitals Birmingham.

We are looking for someone who is friendly, pays great attention to detail, has an excellent telephone manner and has previous experience of working in an office environment. The focus of the job is to ensure that all Patient Relations contacts are handled in line with Trust policy and procedures.

This key position will require excellent communication, writing and organisation skills, with a good knowledge of IT. Previous customer service, complaints or PALS experience is desirable. You must have a methodical approach to work and be able to work independently as well as in a team whilst remaining calm under pressure.

**Main duties, tasks & skills required**:

- Providing advice, information and confidential support with an excellent customer service approach
- Logging, acknowledging and closing contacts
- Arranging meetings and meeting with patients, families, carers and others to support them through local resolution processes so you will be someone who is confident in interacting with a variety of different people
- Taking summary notes/minutes
- Answering telephone calls
- Data entry and record keeping
- Maintaining databases and spreadsheets
- Liaising with staff across the organisation
- Gathering information to respond to contacts within Trust timescales
- Preparing high quality responses to contacts
- Responsibility for managing a caseload and dealing with complex and sensitive information
- Meeting response timescales

This is an excellent opportunity to join a friendly and supportive team whilst working in a fast-paced and interesting department within the Trust.

**About us**:
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

**Job description**:
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

**Person specification**:
**Qualifications**:
**Essential**:

- Educated to Degree level or substantial experience at a comparable level
- Minimum English qualification - GCSE grade A-C

**Desirable**:

- To have an understanding of the NHS national complaints regulations.

**Experience**:
**Essential**:

- Experience of working with patients and families, including handling complex issues and behaviours.
- Experience of working as part of a team.
- Experience of producing reports.
- Experience of negotiating with staff of all grades/ professional groups and members of the public.
- Experience of using Datix Web or similar database.
- Experience of structured letter writing in a professional style.
- Experience of managing own workload.
- Experience of interrogating patient record systems.
- Specialist knowledge of PALS and complaints practice, policies and compliance requirements.
- Knowledge of the NHS Complaints Regulations.
- Knowledge of the Parliamentary and Health Service Ombudsman (PHSO).
- Understanding of the issues and policies around equality.
- Knowledge relating to GDPR, duty of confidentiality, safeguarding and consent.

**Desirable**:

- Experience of managing a PALS/Complaints caseload or equivalent case handling.
- Experience/knowledge of using and developing Datix.
- Experience/knowledge of mediation.
- Experience of facilitating meetings.

**Additional Criteria**:
**Essential**:

- Excellent interpersonal and customer service skills.
- Ability to plan, prioritise and manage workload on a day-to-day basis, responding to changes requiring adjustment of plans at short notice.
- Able to identify problems and propose solutions or improvements.
- Ability to understand, manage and resolve c

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