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Patient Support and Guidance Coordinator
3 months ago
Position Overview:
A role within the University Hospitals Coventry and Warwickshire NHS Trust, the Patient Support and Guidance Coordinator is essential in providing a central point of contact for individuals seeking information or assistance regarding the Trust's services or health-related inquiries.
Key Responsibilities:
The Patient Support and Guidance Coordinator will:
- Collaborate with a dedicated team to address concerns and informal grievances within established timeframes.
- Engage with individuals to identify critical issues, develop an action plan, and maintain communication throughout the resolution process.
- Accurately document interactions in a timely manner using the designated incident management system.
- Analyze data to identify trends and areas for improvement.
- Assist in maintaining compliance with statutory standards, including those set by regulatory bodies.
Role Expectations:
The successful candidate will serve as a highly visible resource for patients or their representatives who are raising inquiries or complaints. Responsibilities include:
- Acting as a primary contact for patients, understanding their concerns through various communication methods.
- Drafting high-quality acknowledgment letters that detail the nature of the complaint and the desired outcomes.
- Providing thorough support to individuals utilizing the service, clarifying the investigation process for their inquiries or complaints.
- Ensuring adherence to data protection regulations and the Complaints Policy, sharing patient information only when appropriate.
- Keeping all parties informed throughout the case management process.
- Referring clients to advocacy and other relevant health and social care services as necessary.
- Facilitating meetings and alternative methods to resolve concerns raised by patients, families, and caregivers.
- Communicating sensitive information compassionately and advising on options available if dissatisfaction arises.
- Maintaining awareness of patient safety processes and identifying potential safety incidents within complaints.
- Working collaboratively with the Patient Relations Team and other departments to ensure a patient-centered approach.
- Maintaining accurate electronic records and utilizing tools such as spreadsheets for data management.
- Understanding accessibility standards to accommodate service users effectively.
- Participating in performance appraisals and pursuing professional development opportunities.
For further details regarding this role, please refer to the complete job description.
