Patient Experience Advisor

1 month ago


St Ives, Cornwall, United Kingdom Cambridgeshire Community Services NHS Trust Full time
Job Summary

The Patient Experience Advisor will play a vital role in the Patient Advice and Liaison Service (PALS) team, contributing to the management of complaints and providing exceptional customer care to service users, carers, and stakeholders.

Main Duties and Responsibilities
  1. Act as a point of contact for service users, carers, and stakeholders, providing sensitive and confidential advice and support.
  2. Manage and maintain systems to enable the acknowledgement and management of complaints, supporting investigators and managers to ensure timely and effective resolution.
  3. Take proactive steps to encourage local resolution of complaints, setting up and coordinating meetings between service users and staff.
  4. Liaise with the Trust's Resolution and Complaints Manager to log formal complaints and ensure compliance with Trust policies and standards.
  5. Draft complaint plans and response letters, demonstrating effective communication and attention to detail.
  6. Provide training and support to complaint investigators and contribute to the development of policies and procedures related to patient experience.
  7. Organize and prioritize workload to meet deadlines and ensure effective communication with stakeholders.
  8. Contribute to the production of patient experience and quality reports, analyzing data and trends to inform service improvements.
  9. Provide general administration and project support to the Patient Experience Team, including covering phones and email accounts.
  10. Lead on updating patient experience information pages on the Trust's intranet and public-facing website.
Requirements

The ideal candidate will possess excellent interpersonal skills, including verbal and non-verbal communication, sensitive listening, and note-taking. They will also have accurate keyboard skills, ability to communicate through IT, and experience working in a service user-facing role.

Previous experience of handling patient experience-related matters, use of IT systems, and knowledge of the NHS and its workings are desirable.



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