Patient Experience Advisor

3 weeks ago


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

About the Role

The Patient Experience Advisor will work within the Patient Experience Team at Cambridgeshire Community Services NHS Trust, contributing to the management of the Patient Advice and Liaison Service (PALS). This involves providing day-to-day advice and coordination of responses to service users, carers, and stakeholders.

Main Duties and Responsibilities

  1. Be a point of contact in the Trust's PALS team to receive service user complaints and provide sensitive and accurate advice.
  2. Support and maintain systems to enable the acknowledgement and management of complaints and ensure timelines are met in line with the Trust's policies.
  3. Take proactive steps to encourage local resolution of complaints by setting up and coordinating meetings for service users and their carers.
  4. Draft complaint plans and response letters, demonstrating communication skills and attention to detail.
  5. Provide complaint investigator training and support.
  6. Act as a source of information and promote the role of PALS, ensuring service users and staff know how to contact the service.

Person Specification

Qualifications and Training

  • NVQ level 4 or equivalent Diploma in administration or IT subject or experience demonstrating this.

Experience

  • Previous secretarial or administrative experience.
  • Previous experience of handling patient experience-related matters.
  • Use of IT systems including MS Word, Excel, and Outlook.

Knowledge and Skills

  • Excellent interpersonal skills, including verbal and non-verbal communication, sensitive and accurate listening, and note-taking.
  • Accurate keyboard skills and ability to communicate through IT using packages like MS Word, Outlook, and Excel.


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