Patient Experience Facilitator
3 days ago
Role Summary
Navigo Health and Social Care CIC is seeking a highly skilled and empathetic Patient Experience Facilitator to join their Quality Assurance Team. The successful candidate will be responsible for supporting 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.
Key Responsibilities
- Support the PALS lead in handling complaints and managing them in accordance with local policies and the NHS complaints framework
- Receive, log, and acknowledge complaints and concerns via telephone, email, letter, or feedback forms, ensuring that they are accurately recorded within the database system
- Listen to often distressed individuals, who have concerns regarding the service they have received, with compassion and integrity, ensuring that all the details for follow-up investigation are captured
- 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
- Develop opportunities for feedback to help Navigo learn and improve its services
Requirements
- Self-motivated and able to work independently to deadlines and targets
- Excellent communication skills, with the ability to remain neutral whilst dealing professionally with complaints
- Ability to absorb distressing information and process appropriate facts to extract issues important to patients
- Working knowledge of Microsoft applications, including Word, Excel, PowerPoint, and Teams
- Continuing professional development
What We Offer
- A competitive salary and benefits package
- The opportunity to work for a leading provider of mental health services
- A supportive and collaborative team environment
If you are a motivated and compassionate individual with excellent communication skills, we encourage you to apply for this exciting opportunity.
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Grimsby, North East Lincolnshire, United Kingdom Navigo Health and Social Care CIC Full timeJob Title: Patient Experience FacilitatorJob Summary:This exciting opportunity has arisen to support the expansion and reach of our Quality Assurance Team across the organisation. The team collaborates across operational service areas and works closely with the Performance Team to provide evidence of best practice, identify learning opportunities, and ensure...
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Grimsby, North East Lincolnshire, United Kingdom Navigo Health and Social Care CIC Full timeJob Title: Patient Experience FacilitatorJob Summary:This exciting opportunity has arisen to support the expansion and reach of our Quality Assurance Team across the organisation. The team collaborates across operational service areas and works closely with the Performance Team to provide evidence of best practice, identify learning opportunities, and ensure...
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Grimsby, North East Lincolnshire, United Kingdom Navigo Health and Social Care CIC Full timeJob Title: Patient Experience FacilitatorJob Summary:This exciting opportunity has arisen to support the expansion and reach of our Quality Assurance Team across the organisation. The team collaborates across operational service areas and works closely with the Performance Team to provide evidence of best practice, identify learning opportunities, and ensure...
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Grimsby, North East Lincolnshire, United Kingdom Navigo Health and Social Care CIC Full timeJob Title: Patient Experience FacilitatorThis exciting opportunity has arisen to support the expansion and reach of our Quality Assurance Team across the organisation. The team collaborates across operational service areas and works closely with the Performance Team to provide evidence of best practice, identify learning opportunities, and ensure compliance...
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Grimsby, North East Lincolnshire, United Kingdom Navigo Health and Social Care CIC Full timeJob Title: Patient Experience FacilitatorThis exciting opportunity has arisen to support the expansion and reach of our Quality Assurance Team across the organisation. The team collaborates across operational service areas and works closely with the Performance Team to provide evidence of best practice, identify learning opportunities, and ensure compliance...
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Grimsby, North East Lincolnshire, United Kingdom Navigo Health and Social Care CIC Full timeJob SummaryThis exciting opportunity has arisen to support the expansion and reach of our Quality Assurance Team across the organisation. The team collaborates across operational service areas and works closely with the Performance Team to provide evidence of best practice, identify learning opportunities, and ensure compliance with regulatory requirements,...
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Grimsby, North East Lincolnshire, United Kingdom Navigo Health and Social Care CIC Full timeJob SummaryThis exciting opportunity has arisen to support the expansion and reach of our Quality Assurance Team across the organisation. The team collaborates across operational service areas and works closely with the Performance Team to provide evidence of best practice, identify learning opportunities, and ensure compliance with regulatory requirements,...
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