Patient Experience Co-ordinator

Sovereign Health Partnership

**Patient Experience Co-ordinator**

Responsible to: Managing Director

Various hours working between 0745-1830

Pay is dependant on experience

JOB SUMMARY:

- Sovereign Health Partnership are looking for a Patient Experience Co-ordinator. You should be a highly motivated and experienced individual who has expertise in dealing with complaints, customer service and problem solving for patients.
- We are looking for someone with excellent communication and administrative skills who has the ability to speak to patients and staff on all levels.

KEY RESPONSIBILITIES:

- The post holder will provide impartial advice to patients/members of the public regarding how to raise a formal complaint or participate in other patient feedback mechanisms.
- Ensure effective processes for the management of complaints process by the monitoring of responses and ensuring all issues have been addressed.
- The post holder will support the processing and analysis of information and contribute to report production as and when required.
- Act as a point of contact for Sovereign Health Partnership in relation to patient experience activities.
- Provide comprehensive administrative support.
- To act as an accessible and clear first point of contact for patients and members of the public when there are complaints, enquiries and compliments about services provided by Sovereign Health Network.
- Manage own workload and work unsupervised ensuring work is prioritised and completed within agreed timescales.
- Provide information to patients on how to address their complaint including information about how to make a formal complaint.
- Maintain and update Sovereign Health Partnership Complaints pack. Ensure all contacts are logged onto the electronic system.
- Take accurate details of complaints, ensuring a comprehensive summary of the complaint is documented.
- To contact complainants to discuss expectations and desired outcomes for their formal complaint and to clarify the issues to be taken forward for investigation.
- Ensure that patients and members of the public have access to information appropriate to their needs, including different languages and other formats.
- Be able to work autonomously and manage workload independently. Ability to liaise with public, patients and staff on all levels, overcoming any communication difficulties.
- Exercise excellent judgement when dealing with complex facts and/or situations where solutions require a range of options to be developed.
- All concerns, enquiries and complaints taken must be actioned promptly and must either be dealt with and resolved or passed to the appropriate Team Manager.
- Any other duties as reasonably requested by Sovereign Health Partnership.

HEALTH AND SAFETY: It is the responsibility of all employees to work with managers to achieve a healthy and safe environment, and to take reasonable care of themselves and others.

SUSTAINABLE DEVELOPMENT: It is the responsibility of all employees to support Networks vision for sustainable development. To undertake their duties in a way that is not wasteful of environment, financial and social resources.

LEARNING AND DEVELOPMENT: To take part in annual appraisal, developing a personal development plan, from which training needs will be identified and training undertaken

EQUALITY AND DIVERSITY: The post-holder must co-operate with all policies and procedures designed to ensure equality of employment. Co-workers, patients and visitors must be treated equally irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc. Respect for patient confidentiality. The post-holder should respect patient confidentiality at all times and not divulge patient information unless sanctioned by the requirements of the role.

REHABILITATION OF OFFENDERS ACT 1994:
Due to the nature of this work, this post is exempt from the provisions of Section 4 (2) of the Rehabilitation of Offenders Act 1994 (Exceptions) Order 1995. Applicants for posts are not entitled to withhold information about convictions which for other purposes are spent under the provisions of the Act and in the event of employment, any failure to disclose such convictions could result in disciplinary action or dismissal by the Practice. Any information given will be completely confidential and will be considered only in relation to an applicant of a position to which the order applies.

JOB DESCRIPTION AGREEMENT: This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with this position. This description will be open to regular review and may be amended to take into account development or changes within the SHP. All members of staff should be prepared to work, flexibly within the SHP.

**Job Types**: Full-time, Part-time, Permanent

Schedule:

- Monday to Friday

COVID-19 considerations:
Wearing face masks whilst moving around