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Family Liaison Officer

4 months ago

Lincoln, United Kingdom United Lincolnshire Hospitals NHS Trust Full time

Job summary

United Lincolnshire Hospitals Trust has created a Family Liaison Officer role (FLO) to support families and loved ones through the difficult process of an investigation into a patient safety incident which has occurred within a service provided by the Trust. This will include the day-to-day management of the interaction of the family involved in the investigation and close liaison with the Investigating Officer to ensure that families are treated appropriately, professionally and with respect of their needs.

Main duties of the job

To establish communications with all effected families and loved ones and guide and support them through the investigation process to the conclusion as naturally dictated by the circumstances. The FLO will assist in providing clear and accurate information about the Trust's investigation processes in conjunction with the Patient Safety Incident Investigators.

To work closely with the central investigation and patient safety teams to identify families and loved ones who require the support of the FLO and establish a clear communications plan / route for each individualised case. In circumstances where families are estranged the FLO will need to deal with the challenge of appropriate sharing of information. To work with families and provide an individualised and appropriate level of support that is identified as being required. This communication could be by telephone or home visit

About us

All staff are required to advocate, champion and demonstrate the below Trust values:

Patient centred

I am fully committed to providing the very highest standards of care to our patients

Safety

I do everything I can to keep my patients and my colleagues safe

I keep my environment clean and tidy

I recognise when something is going wrong and I have the courage to do something about it

Compassion

I show a genuine concern for my patients and my colleagues

I communicate well with others, listening and showing an interest in what they have to say

I am positive, approachable and friendly

Respect

I treat my patients and my colleagues with dignity and respect

I work openly and honestly as part of an effective team

I keep my promises and do what I say I will, when I said I will, or I will provide an explanation if I can't

Excellence

I will always go the extra mile and improve things for my patients and my colleagues

I am competent to carry out my role and committed to my personal and professional development

I will share good ideas and best practice and encourage my team members to do so too

Job description

Job responsibilities

To involve and engage compassionately and effectively with patients, families, staff and others affected by patient safety incidents as part of the investigation process. Ensuring psychological safety and general mental health and well being are considered at all times during all interactions with the relevant services users, stakeholders.

The post holder will implement policies for own work area and propose policy or service aligned to the National Patient Safety Strategy.

The post holder will contribute to the development of an overall training plan and policy amendment and implementation to support all the Clinical Divisions with the principles around the investigation into a patient safety incident which has occurred within a service provided by the Trust.

Person Specification

Qualifications

Essential

Masters or equivalent level of experience Evidence of ongoing professional development

Desirable

Clinical Professional Qualification Investigation Officer Training

Experience

Essential

Extensive management expereince in a large organisaiton Clear understanding of bereavement process Experience of working with the general public within a public facing role

Desirable

Previous NHS experience Previous experience of managing a portfolio of complex investigations

Knowledge

Essential

Ability to deal with distressing situations Able to work with staff and others outside of the organisation Sensitive to others particularly when dealing with bereaved complainants or relatives.

Desirable

Extensive knowledge of NHS governance and regulatory requirements Knowledge of information governance regulations and requirements as they relate to healthcare service providers.