Patient Experience Facilitator
2 days ago
We are seeking a highly motivated and organized individual to join our Quality Assurance Team at Navigo Health and Social Care CIC as a Patient Experience Facilitator.
Key Responsibilities- Support the administration of the Patient Advice and Liaison Service (PALS) function, 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.
- Coordinate and report 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.
- Self-motivated and able to work on own initiative and unsupervised.
- Ability to be tactful, empathize, and be sensitive in handling complaints.
- 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.
- 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 in advanced IT use (eg Microsoft Office Specialist (MOS): Excel, Access).
- Knowledge/Experience of Clinical governance and risk management.
- Information Governance qualification.
- Minimum 3 years experience of working within the healthcare sector.
- Experience of working in NHS complaints or a patient experience role.
We offer a range of benefits, including a competitive salary, excellent training and development opportunities, and a supportive and collaborative work environment.
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