Patient Experience Facilitator

2 weeks ago

Grimsby, North East Lincolnshire, United Kingdom Navigo Health and Social Care CIC Full time
About the Role

We are seeking a highly motivated and organized individual to join our Quality Assurance team as a Patient Experience Facilitator. This is an exciting opportunity to support the expansion and reach of our Quality Assurance Team across the organization.

Key Responsibilities
  • Support the administration of the Patient Advice and Liaison Service (PALS) function within the Quality Assurance Team, assisting service users and their families with complaints in accordance with local policies and the NHS Complaints framework.
  • Develop opportunities for feedback to help us learn and improve our services.
  • Provide support and guidance to the appointed complaints investigators in complaint investigation, responses ensuring that the complaint/concern is addressed fully within the agreed time frames.
  • Provide draft high-quality complex response letters, liaising with the investigator for clarification on missing information and any actions identified.
  • Support the Quality and Assurance team in the coordination and reporting of feedback from service users, including national surveys, internal questionnaires, and groups.
  • Support the Quality and Assurance team in the coordination of action plans from complaints and trends in feedback.
  • Support the Quality and Assurance team to complete internal audits, inspections, and surveys as directed by the Head of Quality.
  • Support the Quality and Assurance team to deliver a monthly Quality Bulletin and the Annual Quality Account.
Requirements
  • Self-motivated and able to work on own initiative and unsupervised.
  • Ability to be tactful, empathize, and be sensitive in handling complaints.
  • Able to work independently to deadlines and targets and also work as part of a wider team.
  • Committed and enthusiastic with a flexible approach to working hours and post demands.
  • Excellent attention to detail.
  • Ability to identify themes from complaints to support data capture and report writing.
  • Ability to travel to other sites within the Navigo portfolio.
  • Working knowledge of Microsoft applications, (Microsoft Word, Excel, PowerPoint, Teams).
  • Continuing professional development.
  • Communication.
  • Postholder requires excellent communication skills verbal and written and will be able to remain neutral whilst dealing professionally with complaints.
  • Ability to absorb distressing information and process appropriate facts to extract issues important to patients to enable the completion of an accurate Complainant Investigation briefing for investigating officers.
  • Ability to write a complex, compassionate response letter to a complainant.
  • Ability to maintain confidentiality of information.
Desirable
  • Working knowledge of business systems and Patient Information Systems (DATIX & SystmOne).
  • Able to draft reports from the data available.
  • Able to draft presentations from PowerPoint, for the delivery of key information internally.
Qualifications
  • Degree or equivalent qualification (or relevant experience).
  • Essential IT skills (EITS) or equivalent.
Additional Criteria
  • Quality Improvement Project monitoring skills.
  • Understanding of CQC and relevant regulations.
  • Working knowledge of data protection including GDPR principles.
Experience
  • Minimum 3 years experience of working within the healthcare sector.
  • Experience of working in NHS complaints or a patient experience role.
  • Working knowledge of the NHS Complaints standard.

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