Patient Relations Administrative Coordinator

3 weeks ago

Birmingham, Birmingham, United Kingdom University Hospitals Birmingham NHS Foundation Trust Full time

Position Overview

The Patient Relations Administrative Coordinator plays a vital role within the Patient Relations Team, which encompasses PALS and Complaints services. The successful candidate will provide a high-quality, responsive service that aligns with both local and national standards, as well as established Patient Relations policies and procedures.

This role involves supporting the administrative and clerical needs of the Patient Relations Team, stationed full-time at the designated hospital site. Key responsibilities include:

  • Logging new and reopened complaints into the Datix system.
  • Managing a busy email inbox and acknowledging receipt of complaints.
  • Assisting case handlers with necessary documentation and information.

The coordinator will also respond to information requests, including those from the Parliamentary and Health Service Ombudsman (PHSO), ensuring timely coordination of relevant records and information.

Providing a professional and friendly service is essential, as the coordinator will assist and guide callers effectively. Additionally, there may be occasions to support the Patient Relations Senior Management Team.

As part of a collaborative team, the Patient Relations Administrative Coordinator contributes to resolving complaints and concerns, thereby supporting the Trust's commitment to learning from feedback to enhance service delivery.

Main Responsibilities

Administrative Support:

  • Deliver responsive administrative assistance in accordance with departmental procedures.
  • Comply with information governance guidelines, including Data Protection and confidentiality policies.

Communication and Inquiries:

  • Act as the primary contact on the Patient Relations Helpline, addressing inquiries with empathy and professionalism.
  • Manage telephone queries, messages, and voicemails efficiently.
  • Welcome office visitors, addressing or redirecting their concerns appropriately.
  • Handle new and complex inquiries, ensuring timely feedback and guidance to relevant services.

Records and Data Management:

  • Maintain accurate paper and electronic records.
  • Input, search, review, and retrieve data, managing caseloads effectively.
  • Update and maintain various spreadsheets and logs.

Meetings and Correspondence:

  • Assist with note-taking, scheduling appointments, and arranging meetings.
  • Prepare letters, minutes, and documents following established administrative practices.
  • Process complaint response letters for executive signature and ensure secure dispatch.

Complaint Handling:

  • Support Patient Relations Officers in obtaining and confirming consent.
  • Analyze, input, and manage new inquiries and complaints in the Datix database.
  • Maintain and update the PHSO tracker and respond to PHSO inquiries.

About Us

University Hospitals Birmingham NHS Foundation Trust is recognized as a leading NHS Foundation Trust in the UK. Our vision is to Build Healthier Lives, and we understand that achieving this requires exceptional staff.

We are committed to creating an optimal work environment for our employees, which includes:

  • Investing in the health and wellbeing of our staff, with a focus on flexible working arrangements.
  • Providing a diverse range of training and development opportunities to support personal and career growth.

We strive to ensure that all staff are treated fairly and feel a sense of belonging, fostering a kind and inclusive workplace. Our commitment to an equitable culture is evident at all organizational levels, driven by active staff networks and leadership initiatives.

University Hospitals Birmingham is a smoke-free premises hospital.

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