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Patient Experience Advisor

2 months ago

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

The Patient Experience Advisor will play a crucial 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 representatives, receiving and escalating complaints in a sensitive and confidential manner.
  2. Support and maintain systems to enable the acknowledgement and management of complaints, working closely with the Trust's Resolution and Complaints Manager.
  3. Take proactive steps to encourage local resolution of complaints, setting up and coordinating meetings between service users and staff.
  4. Drafting of complaint plans and response letters, demonstrating effective communication skills and attention to detail.
  5. Provide complaint investigator training and support, ensuring that staff are equipped to handle complaints effectively.
  6. Act as a source of information, promoting the role of PALS and ensuring that service users and staff know how to contact the service for support.
  7. Contribute to the review, updating, and drafting of policies and procedures related to patient experience, ensuring they meet the needs of patients and services.
  8. Organize, prioritize, and manage own workload to meet deadlines and avoid diary conflicts.
  9. Contribute to the production of patient experience and quality reports, analyzing data and trends related to surveys and complaints.
  10. Provide general administration and project support for the Patient Experience Team, including covering phones and designated email accounts.
  11. Lead on updating the Patient Experience information pages on the Trust's staff intranet and public-facing website.
  12. Provide cover for other members of the Patient Experience Team during short periods of absence.
Communication

Receive calls from service users, carers, and representatives sensitively and confidentially, taking messages and liaising with service leads and managers to assist in gaining answers or leading on gaining resolutions.

People Management

Support Trust staff on patient experience databases, demonstrating and talking through the use of systems and processes.

Clinical and Practice Governance

Maintain strict confidentiality with regards to patient, family, and staff records and information, adhering to the Trust's Information Governance and Information Security policies.

Person Specification

Qualifications and Training

Essential

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

Desirable

  • Complaints/concerns handling training course.
  • Patient Experience related qualification or training.

Experience

Essential

  • Previous secretarial or administrative experience.
  • Previous experience of handling patient experience related matters.
  • Use of IT systems including MS Word, Excel, Outlook.
  • Significant experience of working in a service user-facing role, including resolving concerns and challenging conversations.

Desirable

  • Previous use of Datix.

Knowledge and Skills

Essential

  • 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 such as Word, Outlook, Excel, and the web.
  • Excellent time management and prioritization skills.

Desirable

  • Knowledge of the NHS and how it works.