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Patient Experience

4 months ago

West Midlands, United Kingdom GCS Recruitment Specialists Ltd Full time

**Patients Experience and Complaints Support Officer**

I am working with a Public Sector Organisation based in Birmingham who are looking for a Patients Experience & Complaints Officer for 3 Months Initially.

The role is full time, to start ASAP and paying up to £18.81 Umbrella per hour. The role is in scope of IR35.

**Duties & Responsibilities**
- Proactively lead the Patient Advice and Liaison Service (PALS) function of the CCG's patient experience and complaints team, resolving concerns in a timely manner.
- Gathering and interpreting qualitative and quantitative data in relation to PALS enquiries.
- Supporting the delivery of the CCG's patient experience work plan, along with the communications and engagement strategy, and associated action plans.
- Sourcing information from internal and external bodies, with a view to resolving concerns received in a timely manner.
- To be main point of contact for the team, identifying urgent calls and passing on messages / dealing with enquiries in an appropriate manner.
- To ensure all public and patient contact is of highest professional standard.
- Facilitate speedy and informal resolution of concerns raised by service users, their families and carers through liaison with CCG staff and other external organisations.
- To assist with the case management of all complaints allocated by the complaints manager, working to national and local protocols, policies and procedures.
- Providing support to the complaints manager, in respect of management of complaints.
- Provide assistance to investigate and generate responses to complaints in a timely manner, as allocated according to severity and skill mix within the team; gathering relevant, detailed and accurate evidence to enable formulation of a response to agreed standards using agreed templates.
- To handle complaints and enquiries in a polite, sympathetic and empathetic way, giving reassurances that all enquiries will be handled in confidence.
- To provide assistance to the complaints manager providing information to the Health Service Ombudsman, as requested.
- To support training for staff to ensure that staff are aware of the CCG's PALS and complaints procedure and their role in relation to complaints and any other required support.

**Knowledge & Skills**
- Demonstrable experience of working in a complex customer service environment.
- Extensive knowledge of the NHS Complaints Regulations 2009.
- Demonstrable experience of working directly with people who have a physical or mental health needs, and also vulnerable people.
- Demonstrable experience in dealing with the public and dealing with sensitive and confidential information.
- Highly experienced in using the complaints system, Datix.
- Strong working knowledge of Microsoft Office including Word, Excel, PowerPoint and Outlook.
- Strong analytical ability, with the ability to triangulate themes.
- Knowledge of current NHS and political issues.
- Understanding of data protection legislation.
- Able to work on own initiative, organising and prioritising own workload to set deadlines.
- Putting the long-term health, social care and well-being needs of the population first ("system first").
- Working collaboratively with other leaders to achieve excellence in everything we do in Bsol.
- Holding yourself and others to account for delivering better outcomes.

Thank you

Priyanka Sharma (Eden Brown Synergy)

Eden Brown Synergy is an equal opportunities employer.