Junior Patient Experience Advisor

2 weeks ago

StokeonTrent, United Kingdom University Hospital of North Midlands NHS Trust Full time

To act as a point of contact for Trust Complaints Team for patients, carers, relatives, service users and members of the public. Liaising with the enquirer to clarify their request and determine the appropriate action required e.g. providing complex and sensitive advice and solutions for their queries/concerns, drafting responses or identifying the most suitable respondent/individual to resolve the query, using contacts and networks within and outside the organisation to facilitate a prompt response. Ensure that the complainant is kept updated throughout the process regularly and timely as agreed.
To facilitate and attend formal complaint with patients, carers or members of the public who may be displaying a challenging range of behaviours in distressing and emotional situations. To ensure all complainants are supported through the formal complaints process, and that they are aware of other independent organisations such as independent advocacy organisations, who can help. Regularly undertaken complex audits on DATIX to check for recurring themes and trends to assist in the learning and improvement of services. Ensure the escalation of any such trends to the Complaints, PALS and Volunteer Services Manager.
Responsible for ensuring secure storage and appropriate document control mechanisms are in place for sensitive information. Ensure that the Complaints, PALS and Volunteer Services Manager is kept up to date with any process failures, and reasons to explain this. Frequent concentration and work pattern unpredictability. Concentration required for enquiries, complaints, interruption from patients or members of the public requiring immediate attention.
To be able to work across both Royal Stoke and County Hospital sites when required. To be responsible for the management and allocation of work to ensure that peaks in service demand are effectively managed and priorities are met. To work closely with Complaints, PALS and Volunteer Services Manager and the Head of Patient Experience ensuring timely information on data is available on request and for monthly, quarterly and annual reports. To review national and local reports pertaining to patient experience to be able to contribute to developing/updating Trust guidance and policy.
To undertake any other duties at the request of the line manager which are appropriate within the role. Authorised signatory for small payments. Stock control of office stationary VDU/Computer usage input data into computer regularly

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