Patient Experience Facilitator

Job summary The postholder will be part of a small team who manage informal and formal complaints received by NHS Devon.
They will provide support for the organisation in the delivery of the robust management of concerns and enquiries relating to patients and their family's care.
The postholder will manage the initial contact relating to enquiries, concerns and complaints and listen, acknowledge, and collect as much information as possible to either signpost or forwarding queries to the relevant team/s as appropriate.
This role includes regular contact with patients, relatives, carers, and members of the public to appropriately respond to concerns and enquiries within agreed timescales and in line with the NHS Devon's Informal Concerns and Formal Complaints policy.
The postholder will respond to feedback submitted via external platforms.
As part of this process the postholder will input data onto local databases and compile low level reports to demonstrate the contacts being received.
They will also handle a small volume of inbound and outbound telephone calls and manage a busy mailbox.
The postholder will be a support function within the informal concerns and formal complaints process, with support regular support from the Senior Officer's - Quality - Patient Experience.
The postholder will provide general administrative support for the Patient Experience Team.
We will be looking to hold interviews during week commencing 20th January 2025.
Main duties of the job The Patient Experience Facilitator will be responsible for: o Answering telephone calls relating to NHS concerns and complaints.
o Signposting to appropriate organisations and providers.
o Listening to concerns and recording all relevant information.
o Managing and monitoring the Patient Experience mailbox, acknowledging, and responding to initial contacts, where appropriate providing guided responses.
o Liaising with Patient Experience Support Officers and Manager to manage ensure concerns and complaints are assigned appropriately.
o Liaising with colleagues in other teams across the organisation and external providers to gather information relating to a concern or complaint.
o Ensure that all patient complaints, comments and suggestions are dealt with appropriately, in accordance with policy, resolving where possible and escalating to line manager when appropriate.
o Recording all contacts to the Patient Experience team on Datix, appropriately file documents.
o Act as point of contact for the department, dealing with routine and specialist enquiries, communicating relevant information to stakeholders, referring to others as appropriate.
o Support and organise meetings with colleagues and stakeholders.
Take minutes where required.
o Ensure any white mail received is scanned and recorded on appropriate systems The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
About us NHS Devon Integrated Care System As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together.
Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care.
It aims to transform health and care services so they are clinically, socially and financially sustainable.
Our vision is simple: equal chances for everyone in Devon to lead long, happy and healthy lives.
To achieve this, we have set out six ambitions for the next five years that will help us transform services including: Effective and efficient care, embedding the Integrated Care Model, the Devon deal (a citizen-led approach to health and care), Children and young people, Digital Devon and ensuring Equality.
About NHS Devon As part of the Devon ICS, NHS Devon Integrated Care Board is responsible for the majority of county's NHS budget, and develops a plan to improve peoples health, deliver high-quality care and better value for money.
The organisation is led by a diverse board, with an aim to improve peoples lives in Devon wherever they live, to reduce health inequalities and make sure we can deliver these services for the long term.
For more information, visit our website Job description Job responsibilities The Chief Nursing Officers directorate will deliver expertise in clinical optimisation, transformation and improvement to improve the quality of care in Devon.
Through a multidisciplinary approach, the directorate will offer clinical leadership, competence and experience in healthcare, professional practice and statutory compliance.
This post sits under the Quality function within the Chief Nursing Officers directorate and will report to the Senior Specialist Patient Experience & Complaints.
The Patient Experience Facilitator will support the Patient Experience team with initial contact from patients, their families and or advocates.
The individual will manage inbound telephone calls relating to concerns and complaints about NHS services, direct them to the appropriate organisation or service provider or provide them with general advice.
The Patient Experience Facilitator will manage a mailbox, triage emails and respond to patient queries and ensure all initial contact with the team is logged on to the organisations database.
The Patient Experience Facilitator will be expected to liaise with other teams internally and externally to gather information relating to concerns and complaints.
As part of this role, there will be a requirement to work in a matrix and flexible way across multiple areas/teams to support business needs.
The objectives of the role will be regularly reviewed to align to organisational priorities.
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role.
The job holder will carry out any other duties as may reasonably be required by their line manager.
Person Specification Qualifications Essential Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
Experience Essential Previous experience in complaints management and or customer service.
Advanced keyboard skills, use of a range of software.
Working with computerised data systems.
Knowledge of NHS issues.
Advanced keyboard skills with a high degree of accuracy for minute taking and data input.
Desirable Previously worked in similar position within the public sector.
Working knowledge of the complaint regulations within Health & Social Care.
Awareness of a range of Health Services provisions.
Knowledge of data-sharing devices known as Datix.
Skills & Attributes Essential Working knowledge of Microsoft Office including Word and Excel, Teams, Powerpoint, OneNote, Outlook.
Advanced keyboard skills with a high degree of accuracy for minute taking and data input.
Ability to work under pressure in a busy working environment and able to multi-task.
Ability to work effectively as part of a team.
Clear communicator with good writing, data entry and telephone skills.
Problem solving skills.
Time management skills.
Desirable Understanding of Data Protection legislation.
Autonomy Essential Able to work on own initiative, organising and prioritising own workload to set deadlines.
An ability to maintain confidentiality and trust.
Good timekeeping.
Flexible and proactive approach to work.
An ability to maintain confidentiality and trust.
Professional, calm and efficient manner.
Used to working in a busy environment.