Patient Relations Administrative Coordinator

3 weeks ago

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

Position Overview

As a vital member of 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 best practices and Patient Relations policies.

The Patient Relations Administrative Coordinator will assist in all administrative tasks and clerical duties of the Patient Relations Team, working full-time in our designated office environment.

This role includes the responsibility of logging new and reopened complaints into our Datix system, managing a busy email inbox, acknowledging receipt of complaints, and providing support to case handlers.

The post-holder will address requests for information, such as those from the PHSO, ensuring timely action to coordinate the release of necessary records and information.

Providing a professional and friendly service, the candidate will assist and guide callers effectively.

Additionally, there may be occasions where support is required for the Patient Relations Senior Management Team.

As part of a collaborative team, the Patient Relations Administrative Coordinator will contribute to resolving complaints or concerns while aiding the Trust's mission to learn from feedback to enhance services.

Main Responsibilities

Administrative Support:

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

Communication and Inquiries:

  • Act as the primary point of contact on the Patient Relations Helpline, managing all inquiries with empathy and professionalism.
  • Handle and manage telephone queries, messages, and voicemails.
  • Welcome office visitors professionally, addressing or redirecting their concerns.
  • Manage new and complex inquiries, ensuring timely feedback and appropriate signposting to relevant services.

Records and Data Management:

  • Maintain accurate paper and electronic records.
  • Input, search, review, and retrieve data while effectively managing caseloads.
  • Update and maintain various spreadsheets, logs, and the whereabouts of the Patient Relations Team.

Meetings and Correspondence:

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

Complaint Handling:

  • Support the Patient Relations Officers in obtaining and confirming consent.
  • Analyze, input, and manage new inquiries and complaints on the Datix database.
  • Maintain and update the Parliamentary and Health Service Ombudsman (PHSO) tracker and respond to PHSO inquiries.

About Us

We are recognized as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we understand that we need exceptional staff to achieve this.

Our commitment to our staff includes creating the best possible working environment, with a focus on:

  • Investing in the health and wellbeing of our employees, including offering flexible working arrangements where feasible.
  • Providing a wide range of training and development opportunities to support personal and career growth.

UHB is dedicated to ensuring that all staff are treated fairly and feel a sense of belonging, fostering a kind and inclusive environment. This commitment involves promoting equity of opportunity, removing barriers, and ensuring every individual can reach their full potential and thrive in their roles. Our inclusive culture is embedded at all levels of the organization, with every voice being heard and driven by our diverse staff networks.

University Hospitals Birmingham is a Smoke-Free premises hospital.

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