Patient Experience Coordinator

The Psicon Group, established in 1998, comprises six areas of specialist psychological and health services: Adult Mental Health Services; Child, Young People and Family Services; Community-Based Neurological Rehabilitation Services; Occupational Health Services; Medico-Legal Services; and Neurodevelopmental Lifespan Services. Through these, we provide prompt access to high quality professionals offering consultations, assessments, therapy and rehabilitation.

We value our employees as an integral part of our service delivery and believe in recruiting and investing in the best employees. We pride ourselves in providing our employees with the opportunities and resources to achieve their potential. Our company culture embraces the idea of ‘The Psicon Family’ in which we are open, work collaboratively and support each other.

**About the role**

Due to company growth, an exciting opportunity has become available for a Patient Experience Coordinator to work alongside our Quality Improvement team.
- To champion patient safety, experience and collaborate with team leads, service leads and senior management to improve quality of care and aim to achieve the organisation’s goal of ‘best possible customer service’.
- To assist the quality management and improvement team with recording feedback and complaints.
- To work collaboratively across the company to effectively coordinate investigations into negative feedback and formal complaints.
- To reach out to the client/family member/advocate to listen to their feedback and comments and attempt to resolve at the earliest opportunity and de-escalate where possible.
- To formally respond to feedback and complaints in line with the complaints and concerns policy and procedure.
- To support the quality management and improvement team in monitoring all forms of social media/web reviews to identify any actual or potential complaints and ensure they are managed in line with agreed policy and procedure.
- To provide support to colleagues to improve their approach to mitigating, responding to and resolving complaints in a consistent way.
- Using insight gained from feedback through the patient experience survey to identify ways to improve standard operating processes.
- Coordinate and respond to MP, commissioner, and other stakeholder enquiries in conjunction with the appropriate service lead and/or senior management.
- Assessing the learning opportunities that the company can take from feedback and complaints and share with relevant stakeholders across the company.
- Regularly analyse complaint data and produce reports that enable leads and managers to understand key trends, patterns, and issues.

**Person specification**

**Essential**:

- Excellent customer service skills and ability to speak with a variety of audiences.
- A calm, kind and caring manner with the ability to listen to feedback and use skills to de-escalate and/or resolve difficult situations.
- Ability to handle challenging situations from clients who may use aggressive/forthright language when expressing their concerns.
- Excellent communication skills, both written and verbal.
- Actively demonstrates core values of trust, integrity, commitment and kindness through their work.
- Excellent letter writing skills, including a good grasp of English grammar with GCSE in English Language at grade A or above (or equivalent).
- Excellent attention to detail.
- Good knowledge of MS Word, Excel and PowerPoint.
- Ability to disseminate information to a lay audience in a clear and concise way.
- Ability to identify when to escalate situations to senior managers.

**Desirable**:

- Previous experience in a PALS service or similar.

As a company, we are keen to provide a vibrant, fun yet challenging working environment for our team who share in our core values of trust, integrity, commitment and kindness and work collaboratively to achieve our company goals of;
- The best possible customer service
- The most efficient and effective clinical work
- A thriving and engaged workforce
- A truly inclusive organisation.

**Benefits** include:

- Enhanced annual leave of 32 days a year (inclusive of bank holidays).
- Flexible annual leave scheme providing the ability to buy or sell back additional days.
- Well-being days.
- Pension scheme (with the option of enhancing via salary sacrifice).
- Cycle to work scheme.
- Birthday lie in.
- Free breakfast, including 'pastry Mondays'.
- Funded social events.
- Staff well-being bursary scheme.
- Psicon is committed to adhering to the Equality Act (2010) and provides equal opportunities to all applicants, staff and clients._

**Salary**: £25,000.00-£27,500.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Cycle to work scheme

Schedule:

- Monday to Friday

Application question(s):

- Have you obtained English Language GCSE at grade A or above (or equivalent)?

**Experience**:

- Complaint handling: 1 year (required)

Work Location: In person