Patient Experience Coordinator

2 weeks ago


Grimsby, North East Lincolnshire, United Kingdom Navigo Health and Social Care CIC Full time
Job Description

At Navigo Health and Social Care CIC, we are seeking a highly skilled Patient Experience Coordinator to join our Quality Assurance Team. As a key member of our team, you will play a vital role in supporting the administration of the Patient Advice and Liaison Service (PALS) function, handling complaints, and facilitating feedback from across the organisation.

Main 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 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 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 us learn and improve our services.
Requirements
  • Excellent communication skills, with the ability to communicate across all levels of staff in differing media.
  • Ability to work independently to deadlines and targets and also work as part of a wider team.
  • Committed and enthusiastic with a flexible approach to working hours and post demands.
  • Working knowledge of Microsoft applications, including Microsoft Word, Excel, PowerPoint, and Teams.
  • Continuing professional development.
About Us

At Navigo Health and Social Care CIC, we are an award-winning social enterprise that provides mental health services to the NHS and beyond. We deliver services that we would be happy for our own family to use.



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