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Assistant Patient Experience Officer
4 months ago
Job summary
This successful applicant will be required to work Thursdays and Fridays
An exciting opportunity has arisen for an Assistant Patient Experience Officer to join our busy and friendly Patient Experience Team based at Trust Headquarters, Exeter.
The successful applicant will be responsible for supporting the ongoing delivery of handling the Trust's comments, concerns and complaints alongside the processing of lost property enquiries and dealing with general enquiries.
The post holder will have excellent verbal and written communication skills with the ability to liaise with staff members, patients, members of the public, as well as external organisations to the high standards expected.
The candidate will need to have the ability to absorb significant amounts of information accurately and manage high levels of incoming communication, to ensure the team continues to meet statutory complaint requirements
The post holder must also be able to competently use the Datix Risk Management system and specifically follow the processes required in handling feedback.
This is a fantastic opportunity to further expand your interpersonal skills, whilst working in a supportive and rewarding role.
Interview Date will be within the week commencing 4 March 2024. There will be a written and verbal assessment.
Main duties of the job
Assist with the effective management of all comments, concerns, complaint and PALS enquiries. This will include ensuring comments, concerns and complaints are prioritized according to urgency and importance, whilst ensuring overall compliance to the NHS complaint regulations. Receive, log and acknowledge often contentious comments, concerns, complaints and PALS and other requests for information / advice from patients, carers and members of the public. Ensuring the database (Datix) is maintained and that all comments, concerns and complaint information is kept up to date. Communicate verbally or via letter / e-mail with patients, carers, members of the public that wish to raise a complaint or concern. Ensuring that any patient safety risks, that have the potential to have caused moderate and/or significant harm, are highlighted to the Patient Experience Manager.
About us
Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day.
We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.
The role is based in Exeter, one of the most vibrant, attractive and historically interesting cities in England, with excellent transport links and a great mix of independent shops, cafes and bars.
If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you.
In return we will equip you with the skills and resources you need to thrive in your role.
You will have opportunities to progress to roles across the Trust and enjoy continuous professional development.
Benefits
Competitive NHS salary A standard working week of hours Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years Pay enhancements for out of hours, shift and overtime working Generous Pension Scheme Career and salary progression Car leasing scheme Free parking across Trust sites Staff networks Wide range of discounts from various organisations across the UK Job description
Job responsibilities
For further information about this role please see the attached job description and person specification.
Person Specification
Education and Qualifications
Essential
5 GCSEs (Grade C or above) including English and Mathematics Educated to A Level standard
Desirable
European Computer Driving License
Previous Experience
Essential
Significant experience in an administration role
Desirable
Experience of working in healthcare sector