Patient Experience Officer

An exciting opportunity has arisen within the Quality and Standards department at The Christie for a Patient Experience Officer to provide a friendly and professional service to our patients and their carers. You will help to ensure that the patient experience is of the highest standard.

We are looking for a dynamic, motivated individual who will work to ensure that Complaints, PALS (Patient Advice & Liaison Service) concerns/enquiries and Inquests are managed in line with Trust processes. You will work as part of a small team to predominately provide advice, support and resolution to concerns and queries raised by patients and their relatives.

The Christie is one of Europe’s leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.

DUTIES AND RESPONSIBILITIES

Patient Advice and Liaison Service

Work closely with the Complaints and Claims Manager to ensure that the PALS team provides a service that meets the national core standards (within agreed timescales) and in accordance with The Christie Values.

To act as an accessible and clear first point of contact for patients, their carers/family or members of the public when there are complaints, concerns, enquiries and compliments about services provided by the Trust and, where appropriate, making an enquiry or requesting information and responding appropriately. Use judgement to ensure appropriate information and non-clinical advice is provided.

Advise those patients that wish to formally complain, of the Trust’s complaints process and signpost to independent advocacy services.

Act as a support to patients, their carers/family, and actively listen, when required, to help them resolve their concerns and act with sensitivity and compassion at all times in what may frequently be distressing situations. There may be occasions where the post holder will be exposed to angry and/or upset individuals and will provide reassurance that the issues raised will be investigated.

Ability to cope with emotional clients and meet with patients or relatives in person to discuss their concerns. This can include attending wards or other appropriate areas of the hospital and ensuring that the relevant senior managers are contacted if/when appropriate.

Ensure all contacts with the PALS team have access to high quality information and advice from the Trust, with support from senior team members if needed.

To provide guidance and support to directorates on resolving concerns. Liaise with relevant managers to ensure that actions that have arisen from the concerns/queries are raised as appropriate.

Ensure that all PALS and complaints activity is logged onto Datix and that the electronic records are well maintained and updated as required.

Be aware of user’s individual needs, i.e., language/communication and responds appropriately to the specific requirements to access services.

Organise Complaints and PALS meetings and ensure that the individual has an audio recording and written précis of the meeting.

Claims

Liaise with all levels of staff across the organisation in order to assist with ensuring that Claims are handled speedily and effectively, in line with Trust process and the Civil Procedure Rules.

Support the team in the day-to-day management of Claims received by the Trust.

To assist in obtaining all relevant documentation, information, and reports to assist the legal advisors in assessing liability and quantum of claims.

Inquests

To assist with the day-to-day handling of Inquests, liaising directly with the Coroner’s Office as well as Trust employees to assist in the smooth running of the process.

To request and receive reports for the Coroner from appropriate staff ensuring that staff receive appropriate support and guidance in providing such reports. To keep staff involved and updated on developments and progress in Inquests.

To assist in the review of written reports to ensure they are of a high quality.

Ensure that the tracking sheet monitoring the progress of Inquests is updated. Ensure that the electronic records are well maintained and updated as required.

General

The post holder will need to be able to prioritise their own workload and work with some independence to ensur