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Patient Advocacy and Complaints Resolution Specialist

2 months ago

Norwich, Norfolk, United Kingdom NHS Jobs Full time
Job Description

Job Title: Patient Advocacy and Complaints Resolution Specialist

Job Reference: [Not Provided]

Department: [Not Provided]

Location: [Not Provided]

Job Type: Full-time

Salary: [Not Provided]

Hours: [Not Provided]

Contract Type: [Not Provided]

Interviews: [Not Provided]

Job Description:

Key Responsibilities:

  • Contribute to maintaining a high-quality patient advocacy and complaints resolution service for patients, relatives, members of the public, carers, and staff seeking information, help, advice, and assistance with enquiries and concerns relating to the Trust Services.
  • Act as deputy to the PALS & Complaints Manager as necessary and directed by the manager to ensure appropriate support for the whole team is maintained.
  • Act as a readily accessible and welcoming point of contact for patients who may need help with any aspect of their care, or the service they have received.
  • Facilitate, wherever possible, a sympathetic resolution, causing minimum distress to all those involved.
  • To be a central point of support, guidance, and training for the Trust on more complex concerns and complaints to ensure the trust is meeting service standards and ensuring the voice of the concerned person is central.
  • To be an Ambassador for the Trust.
  • Provide a confidential service, led by the patient/family wishes, in order to resolve problems and concerns by conciliation and mediation.
  • Respond to requests and provide good-quality information for patients and users.
  • Empower and enable patients to exercise their rights and responsibilities.
  • Work collaboratively with patients, relatives/carers, and colleagues to obtain and feedback from their experiences, invite comments, and accept views to support service improvement.
  • Refer, as appropriate, patients and relatives/carers to Independent Complaints Advocacy Services.
  • Steer patients and users to specialist services and external advocacy as required.
  • Maintain confidential records, ensuring patient confidentiality at all times, in accordance with Trust policy.
  • Enter data into DATIX system in a timely and accurate fashion ensuring ongoing development and maintenance of the database for production of accurate and regular reports.

Requirements:

  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and manage competing priorities.
  • Strong analytical and problem-solving skills.
  • Ability to maintain confidentiality and handle sensitive information.
  • Good understanding of patient advocacy and complaints resolution principles and practices.
  • Ability to work collaboratively with patients, relatives/carers, and colleagues.
  • Good IT skills, including experience with database management systems.

What We Offer:

  • A competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • A supportive and collaborative work environment.
  • The opportunity to make a positive impact on patient care and experience.