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Patient Experience Enquiry Officer
3 weeks ago
The Patient Experience Enquiry Officer works within the busy Patient
Experience Team which is also host to the Complaints function for the
Nottingham and Nottinghamshire Integrated Care Board (ICB).
This busy and varied role involves handling and responding to concerns and enquiries from the public about local NHS services in Nottingham and Nottinghamshire, including enquiries or concerns which are complex or highly sensitive. The ability to communicate effectively using discretion, initiative, tact and diplomacy is paramount to this role, as is the ability to resolve enquiries and concerns and demonstrate a solution focused approach.
The role also involves a significant amount of administration, working to a set process, working to deadline, database management and accurate record keeping.
Work to the NNICB Complaints and Enquiries Policy around handling enquiries and concerns from the public about NHS issues.
Handle enquiries and concerns from patients and the public, received
Work independently using their own judgement to respond efficiently and appropriately to a range of issues, some complex, to ensure enquiries
and concerns are resolved appropriately.
Prioritise and manage their own workload of enquiries and concerns.
Keep accurate enquiry and concerns records on the Patient Experience
database in line with relevant policy and procedure; ensure that accurate
information is added to the database for enquiries and concerns.
To maintain the up-to-date database/library of information/website
relevant to the Patient Experience function.
Work as a flexible team player supporting the wider Patient Experience
There may be some line management responsibilities required for this
role going forward, depending on the development of the team.
The job description and person specification are an outline of the tasks,
responsibilities and outcomes required of the role. The post holder will
carry out any other duties as may reasonably be required by their line
manager.
NHS Nottingham and Nottinghamshire Integrated Care Board (ICB) is a strategic component of the Integrated Care System (ICS) across Nottingham and Nottinghamshire. We were formed with the intention to improve population health and collaborate with local partners (NHS, Local Authority and Third Sector) to deliver high quality health and social care provision to our local population.
We have accountability for the system delivery of the ICS’ priorities such as improving outcomes in population health and healthcare, tackling inequalities in outcomes, experience, and access, enhancing productivity and value for money, and helping the NHS support broader social and economic development.
We seek to improve the patient experience and are committed at looking at innovative ways we can improve care and offer access and choice to our patients. Patients are at the heart of everything we do and it’s important that they are involved not just in decisions about their individual care, but also in the decisions that shape the health services delivered locally. In conjunction, with patient experience and the growing demands of our population; we are facing significant financial challenge. We are required to reduce expenditure to sustainable levels (ICS 5-year strategic plan).
The ambitions are great, but so are the opportunities to be part of our new and evolving organisation, to make positive impactful change to the health and social care agenda across Nottingham and Nottinghamshire.
The Patient Experience Enquiry Officer works within the busy Patient
Experience Team which is also host to the Complaints function for the
Nottingham and Nottinghamshire Clinical Commissioning Group (CCG).
This busy and varied role involves handling and responding to concerns and enquiries from the public about local NHS services in Nottingham and Nottinghamshire, including enquiries or concerns which are complex or highly sensitive. The ability to communicate effectively using discretion, initiative, tact and diplomacy is paramount to this role, as is the ability to resolve enquiries and concerns and demonstrate a solution focused approach.
The role also involves a significant amount of administration, working to a set process, working to deadline, database management and accurate record keeping.
Work to the NNICB Complaints and Enquiries Policy and around handling enquiries and concerns from the public about NHS issues.
Handle enquiries and concerns from patients and the public, received
Work independently using their own judgement to respond efficiently and appropriately to a range of issues, some complex, to ensure enquiries
and concerns are resolved appropriately.
Prioritise and manage their own workload of enquiries and concerns.
Keep accurate enquiry and concerns records on the Patient Experience
database in line with relevant policy and procedure; ensure that accurate
information is added to the database for enquiries and concerns.
To maintain the up-to-date database/library of inf
