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Ambulance Officer
2 months ago
Job Title: Ambulance Officer - Patient Experience Specialist
Job Summary:
The successful candidate will have recent and relevant knowledge of complaints handling and experience of managing difficult situations. They will need to be a highly experienced, self-motivated and enthusiastic individual with exemplary written skills and the ability to interpret complex information to produce high-quality written correspondence.
Main Responsibilities:
- Actively listen to feedback from individuals, including those who are bereaved, emotionally distressed, or exhibiting challenging behaviours like agitation or aggression.
- Collect necessary information, documents, recordings, and statements that may contain distressing content for thorough investigation.
- Provide expert advice and ensure the quality of completed investigation reports.
- Draft high-quality, complex response letters that comprehensively address all areas of feedback, handling complex, sensitive, and contentious information.
- Organise and facilitate local resolution meetings in response to patient feedback, delivering emotionally charged, complex, and sensitive information in potentially hostile or highly charged atmospheres.
- Prepare and present detailed briefing papers to relevant Committees and Groups concerning issues related to patient experience feedback, making judgements based on the analysis of conflicting and complex facts and information.
- Liaise as needed with the Health Service Ombudsman office.
Benefits:
- Opportunities to progress to roles across the Trust and enjoy continuous professional development.
- Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years.
- Pay enhancements for out of hours, shift and overtime working.
- Career and salary progression.
- Car leasing scheme.
- Free parking across Trust sites.
- Staff networks.
- Wide range of discounts from various organisations across the UK.
Requirements:
- Educated to degree level or equivalent relevant experience.
- Completion of a recognised root cause analysis course.
Experience:
- Significant senior administration experience in a busy office environment.
- Significant experience of working in a patient focused or customer service environment.
- Significant experience of quality assurance in relation to patient experience/safety activities.
- Experience of working in an NHS organisation.
- Experience of Database management.
- High level experience of developing and delivering training courses.
Disclosure and Barring Service Check:
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
