Patient Relations Officer

1 week ago

Birmingham, United Kingdom Your World Healthcare Full time

**Patient Relations Officer**

**Job Type**: Temporary

**Sector**: Healthcare

**Duration**: Expected to last up to 3 months

**Location**: Birmingham

**Travel**:Not Specified

**Remote Working**: Not Specified

**Band**: 5

**Pay Rates**:
£13.70-£16.60 paye inclusive of holiday pay per hour

Depending on skill, experience and qualifications

**Working Days and Hours**:Monday to Friday, 9am-5pm

**Job Summary**

As part of the Patient Relations Team, which incorporates PALS and Complaints services, the post-holder will deliver an effective, responsive and high quality service in line with local and national standards, best practice and Patient Relations policiesand procedures. They will provide accurate advice, information and confidential support to patients, families, carers and enquirers, with a focus on de-escalating concerns and responding to 'here and now’ issues. Providing a responsive front-line service withexcellent customer care.

**Responsibilities.**
- 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.
- 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 legislationand 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 seriousallegations around staff conduct towards a patient
- Using risk assessment frameworks and guidance to identify risk and take responsibility for the appropriate escalation of concerns where there is or appears to be a risk to the safety and wellbeing of patients, NHS and staff or members of the public.
- Planning, organising and co-ordinating PALS contacts and responses in line with the Trust’s Patient Relations Policy and Procedures, which are underpinned by national legislation
- Where PALS cases cannot be resolved, escalating this appropriately to the complaints investigation process.
- Liaising closely with Corporate Teams e.g. Legal/Patient Safety/Information Governance/ Safeguarding to bring to their attention concerns or feedback relating to their areas of responsibility.
- Referring concerns to the complaints service where they require management under the Local Authority Social Services and National Health Service Complaints (England)
- Regulations 2009 in accordance with the patient, carer or member of the public’s wishes.
- Where a concern is referred to be managed as a complaint, ensure that verbal and written information has been given to the complainant in relation the NHS Complaints process and in accordance with the Trust’s Patient Relations policy and procedure.
- Ensuring the complaints database, Datix, is routinely and accurately updated to enable effective reporting, case management, investigation and response.
- Forwarding comments/general feedback/suggestions for improvement to departments and services.
- Updating Datix and advising enquirers of the action taken.
- Interrogating Trust systems and patient records as required to support the resolution of PALS concerns.
- Maintaining accurate and up-to-date PALS information on the complaints database (Datix Web). Update and maintain DATIX records relating to allocated cases to ensure accurate records are maintained. Undertake regular 'housekeeping’ in relation to DATIX recordsrelating to allocated cases to ensure accurate records are maintained.
- Data inputting accurately, to a high standard and within a timely way. Validate/cleanse PALS data held on the DATIX database when anomalies or queries are raised via the PALS Manager or Deputy PALS Manager.
- Once a PALS concern is resolved, ensure that all outcomes/actions/learning are identified and recorded onto Datix.

**Qualifications, Skills and Experience**
- Experience of working with patients and families, including handling complex issues and behaviours.
- 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 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).
- Knowledge relating to GDPR, duty of confidentiality, safeguarding and consent.

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