Patient Experience Advisor

2 weeks ago

Saint Ives, United Kingdom Cambridgeshire Community Services NHS Trust Full time

Main Duties and Responsibilities Be a point of contact in the Trusts PALS team to receive service users complaints. Use sensitive questioning techniques to obtain information, clarify understanding, identify needs and expectations, accurately record and communicate / escalate these appropriately to managers. Support and maintain systems to enable the acknowledgement and management of complaints, support the investigator/ managers and monitor progress to ensure timelines are met in line with the Trust policies. Take proactive steps to encourage and assist in local resolution of complaints by setting up and co-ordinating meetings for service users and their carers to meet with the services as part of the resolution process.
Liaise and work with the Trusts Resolution and Complaints Manager in logging formal complaints in order to meet the Trusts required standards and timeframes as set out within the Trust Complaints Policy. Drafting of complaint plans and complaint response letters demonstrating communication skills and attention to detail. Provide complaint investigator training and support. Act as a source of information and ensure the role of PALS is widely promoted and both service users and staff know how to contact the service to gain support.
Lead on the updating of the Patient Experience information pages on the Trusts staff intranet and the public facing website pages. Provide cover for other members of the Patient Experience Team during short periods of absence. Communication 1. Receive calls from service users, their carers and representatives sensitively and confidentially, taking messages and liaising with service leads and managers to be able to assist in gaining answers or leading on gaining resolutions.
People Management 1. Support Trust staff on the patient experience data bases (Datix/IQVIA) through demonstration and talking through procedures.2. Maintaining own professional development and requirement to take part in appraisal and KSF process. Clinical and Practice Governance 1.
Observe and maintain strict confidentiality with regards to any patient/family/staff records and information in line with the requirements of the Data Protection Act.2. Any data that is taken/shared as part of a phone call or transported, faxed or transferred electronically must be undertaken with regards to the Trusts Information Governance and Information Security policies.3. The post holder must adhere to the Trusts risk assessment and risk management processes.4. The post holder must adhere to the Trusts Infection Control Policies and Procedures.5.
Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust.6. The post holder must participate in clinical and safeguarding audits as required.7. Provide patients and their families/carers with information on standards they should expect from the team.8. The post holder is required to participate in relevant emergency preparedness processes for their team.

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