Patient Experience Co-ordinator

To provide comprehensive support to the respective Division(s) to allocate, chase, collate and formally respond in writing to patients, their relatives and/or external parties to all complaints received into the Division.

Directly manage and respond to highly complex and sensitive complaints liaising with the complaints department and provide expert support and advice to ensure thorough investigations against NHS Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Procedure.

To support senior members of staff and all wards and departments to enable timely and high quality investigations and responses.

To provide day to day guidance to all staff involved in complaints and investigation handling within the Trust.

Line Management responsibility (TBC)

To undergo training as necessary to meet the needs of developing the complaints process and ensuring sufficient information is obtained to aid the completion of complaint responses

To perform all allocated complaints tasks required to meet the needs of the Division.

**Key links with**:

- Senior Management Team: Clinical Director, Divisional Director, Divisional Operations Director Associate, Clinical Directors, Operational Lead, Lead Nurses, Matrons, Ward Managers,
- Consultants and Medical staff within the Trust
- Complaints Department

**General administrative duties, as required, to include**:

- Retrieval of patient notes as requested
- Accurate update of spreadsheet at all times to ensure ‘true reporting’ position.
- Ensuring systems are in place for prompt monitoring of deadlines and bringing to the attention of the Deputy Divisional Operations Director or non-compliance of deadlines.
- Compiling/typing up of complaint response letters ensuring they are grammatically correct and to a high quality.
- Compiling and maintaining both electronic folders and paper copies ensuring all correspondence including statements are saved and logged.
- Accurate filing of information.
- Presentation of letters for signature.
- Timely distribution of response complaint letter to the Complaints Department ensuring these are received within the deadline dates applied.
- Distribution and archiving of completed responses
- Show awareness of the principals of Health and Safety at Work and Manual Handling Guidelines.
- Adhere to all administration standards

We are committed to ensure a work-life balance to all our staff by offering full time and part time roles, flexible working hours on a shift pattern to fit around your family life.

Benefits to you

27 days annual leave for new starters, rising to 29 days after five years of service and 33 days after 10 years of service, plus 8 Bank Holidays (pro-rata for part time staff);
**NHS Pension Scheme**:
Flexible working opportunities;
Increased hourly rates for unsociable hours e.g. night shifts, weekends, bank holidays;
Career development and training;
Wellbeing support and activities;
In-house physiotherapy Service;
On-site canteens with subsidised meals;
Subsidised staff parking (currently free).

Free Stagecoach Bus Travel to and from work within Cambridgeshire and Peterborough

Resource Management

The post-holder takes an active role in identifying resource issues and maintaining equipment

2.1 To be aware of resource issues in the use of equipment and resources.

2.2 To identify areas of need as required.

2.3 To be responsible for the safe and effective maintenance of equipment relevant to the area of work.

Teamwork

The post-holder will maintain good working relationships with staff within the Directorate and in other Trust Departments.

3.1 Work flexibly and liaise with Senior Management Team and Divisional Team Administrator to maintain and ensure smooth running of the complaints process, gaining additional skills as required.

3.2 Ensure awareness of current issues within the Directorate and those in other areas of the Trust. Attend meetings when relevant and practical.

3.3 Be aware of workload and pressures within other areas enabling support and encouragement to be given to the team as necessary.

3.4 Communicate in an appropriate manner with staff from the Directorate and other Directorates/Departments across the Trust.

Forward Planning
- Maintain an accurate and up-to-date spreadsheet of open complaints ensuring thorough investigation and information is available to support the data and reasons for non-compliance.
- Ensure reporting information is collated and available in a timely fashion
- This job description provides an outline of the tasks, responsibilities and outcomes required for the role. The job holder will undertake any other duties that may be required which are consistent with the grade and responsibility of the post.
- All staff have a responsibility to participate in the Trusts MPA (My Performance Appraisal) scheme and to contribute to their own development of any staff that they are responsible for appraising.