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Patient Experience Facilitator
2 months ago
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 compliance with regulatory requirements, including supporting Care Quality Commission (CQC) mock inspections.
Main Duties of the JobThe postholder will support the overall Patient Experience functions within the Quality and Assurance Team and contribute to the Clinical Governance Assurance Framework and Quality Strategy by:
- Supporting the PALS lead in handling complaints and managing them in accordance with local policies and the NHS complaints framework
- Receiving, logging, and acknowledging complaints and concerns via telephone, e-mail, letter, or feedback forms, ensuring that they are accurately recorded within the database system
- Listening 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
- Providing 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
- Providing draft high-quality complex response letters, liaising with the investigator for clarification on missing information and any actions identified
- Supporting the PALS lead in the coordination and reporting of feedback from service users, including national surveys, internal questionnaires, and groups
- Supporting the Quality and Assurance team in the coordination of action plans from complaints and trends in feedback
- Supporting the Quality and Assurance team in co-production of reports from the work carried out by the team to support the dissemination of learning which provide assurances to the Navigo Board of Directors around compliance with our PALS policy and any other regulatory requirements
- Supporting the Quality and Assurance team to complete internal audits, inspections, and surveys as directed by the Head of Quality
- Supporting the Quality and Assurance team to deliver a monthly Quality Bulletin and the Annual Quality Account
- Completing administrative duties as required, including organising meetings, preparing, and distributing papers and reports and taking minutes
The postholder will have excellent communication skills and will be expected to communicate across all levels of staff in differing media to ensure that information flows and deadlines for data and action completion are met.
The postholder will have good customer service ability, with a friendly and approachable nature and will be confident in handling calls which may be contentious/challenging/emotionally distressing in nature, service user complaints, telephone calls to families with a relative who may have passed away.
RequirementsThe postholder will need to be proficient in the use of Microsoft Office including Word, Excel, PowerPoint, and Microsoft Teams.
The postholder will be able to interpret and use intelligence from data to support report writing and presentation production.
The postholder will be expected to undertake all statutory and mandatory training and undertake any relevant training to improve the management of complaints and feedback processes.
The postholder will be organised and will be able to coordinate updates on progress of complaints, action plans, and work plans in readiness for scheduled meetings.
The postholder will be required to support the Quality Assurance team in the co-production of several reports including population of the Quality and Learning Network Agendas with relevant information, reports for disseminating information across the organisation, and the Patient Experience Report which is an integral part of the quarterly Integrated Performance Report (IPR).
The postholder will support the Quality Assurance team in the team development to ensure that service user feedback is integral in decision making across Navigo.
