Patient Experience Officer

3 weeks ago

Exeter, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

Job summary

The successful candidate will have recent and relevant knowledge of complaints handling and experience of managing difficult situations. They will need to be a highly experienced, self-motivated and an enthusiastic individual with exemplary written skills and have the ability to interpret complex information to produce written correspondence of a high quality. Candidates will need to demonstrate an adaptable and professional written style.

Interpersonal, prioritisation, investigation and management skills are also essential to the role.

The successful applicant will form part of the Patient Experience team based at Trust Headquarters, Exeter, delivering an outstanding, responsive and flexible service for patients, carers and members of the public who want to make a complaint, raise a concern, provide feedback or access advice relating to the service they have received. They will also provide guidance to Investigating Officers, including ensuring the highest levels of quality assurance for investigations across the organisation to maximise learning.

Main duties of the job

Actively listen to feedback from individuals, including those who are bereaved, emotionally distressed, or exhibiting challenging behaviours like agitation or aggression. Respond to them in a professional, supportive, and sensitive manner.

Collect necessary information, documents, recordings, and statements that may contain distressing content for thorough investigation.

Provide expert advice and ensure the quality of completed investigation reports.

Draft high-quality, complex response letters that comprehensively address all areas of feedback. This involves handling complex, sensitive, and contentious information.

Organise and facilitate local resolution meetings in response to patient feedback, which may involve delivering emotionally charged, complex, and sensitive information in potentially hostile or highly charged atmospheres.

Prepare and present detailed briefing papers to relevant Committees and Groups concerning issues related to patient experience feedback. This includes making judgements based on the analysis of conflicting and complex facts, information, and various options, requiring significant concentration. The reports will be complex and may contain sensitive or contentious information, necessitating well-developed persuasive, negotiating, empathetic, or reassurance skills, especially where agreement or cooperation is crucial in developing solutions to address the recommendations made.

Liaise as needed with the Health Service Ombudsman office.

About us

At South Western Ambulance Service NHS Foundation Trust (SWASFT) we have a culture where everyone is valued for being themselves. Our aim is to work together to promote the most inclusive environment possible, which attracts people from the widest range of backgrounds and experiences to enrich the work that we do together, for the benefit of all of our employees, our patients and the communities we serve. We offer flexible working opportunities, inclusive policies and a range of feedback mechanisms to support individuals and to enable a positive, welcoming environment where our people and their careers can thrive in.

We employ over 6,000 employees mainly clinical, operational and emergency response staff as well as supporting roles. We also employ Doctors and volunteers which include community first responders and fire co-responders.

We take all the steps needed to provide the most compassionate patient care possible whilst also providing an enjoyable and safe place to work. We actively promote a positive set of behaviours as being key to our performance both individually and collectively. Our recruitment, selection and screening processes are designed to uphold these standards and we invite all our candidates to actively share with us through these processes how they will bring these behaviours to life.

Job description

Job responsibilities

For further information about this role please see attached the job description and person specification attached.

Person Specification

Education and qualifications

Essential

Ability to work under pressure and meet deadlines 5 GCSEs (Grade C or above) or equivalent including English and Mathematics

Desirable

Completion of a recognised root cause analysis course

Experience

Essential

Significant senior administration experience in a busy office environment. Significant experience of working in a patient focused or customer service environment Significant experience of quality assurance in relation to patient experience/safety activities

Desirable

Experience of working in an NHS organisation Experience of working in a complaints or customer service role

Skills knowledge and ability

Essential

High level of Computer skills - IT literate (inc Word, Excel, Outlook and PowerPoint)

Desirable

Experience of Database management High level experience of developing and delivering training courses Experience of providing presentations and/or training

  • Patient Experience Officer

    2 months ago

    Exeter, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

    Interpersonal, prioritisation, investigation and management skills are also essential to the role. The successful applicant will form part of the Patient Experience team based at Trust Headquarters, Exeter, delivering an outstanding, responsive and flexible service for patients, carers and members of the public who want to make a complaint, raise a concern,...

  • Assistant Patient Experience Officer

    1 week ago

    Exeter, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

    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...

  • Assistant Patient Experience Officer

    4 weeks ago

    Exeter, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

    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...

  • Assistant Patient Experience Officer

    3 weeks ago

    Exeter, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

    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...

  • Quality and Patient Experience Administrator

    1 week ago

    Exeter, United Kingdom Practice Plus Group Full time

    **About The Role**: Practice Plus Group are seeking a **Quality and Patient Experience Administrator **for our **Devon** **Clinical Assessment Service (CAS)** service! As a Quality and Patient Experience Administrator you’ll be an integral part of the healthcare team by bringing your administration skills and passion for care. You will oversee the...

  • Quality and Patient Experience Administrator

    5 days ago

    Exeter, Devon, United Kingdom Practice Plus Group Full time

    About The Role:Practice Plus Group are seeking a Quality and Patient Experience Administrator for our Devon Clinical Assessment Service (CAS) serviceAs a Quality and Patient Experience Administrator you'll be an integral part of the healthcare team by bringing your administration skills and passion for care.You will oversee the administration and...

  • Patient Safety Administrator

    4 days ago

    Exeter, Devon, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

    Job summary An exciting opportunity to join the Trust's Patient Safety team. The Patient Safety Administrator is a key role, supporting investigations into the most serious types of patient safety incidents. The successful candidate will already have excellent administrative skills, be able to work on their own initiative at times and be able to...

  • Patient Safety Administrator

    2 weeks ago

    Exeter, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

    Job summary An exciting opportunity to join the Trust's Patient Safety team. The Patient Safety Administrator is a key role, supporting investigations into the most serious types of patient safety incidents. The successful candidate will already have excellent administrative skills, be able to work on their own initiative at times and be able to...

  • Patient Safety Administrator

    2 weeks ago

    Exeter, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

    An exciting opportunity to join the Trust’s Patient Safety team. The Patient Safety Administrator is a key role, supporting investigations into the most serious types of patient safety incidents. You will work closely with a wide range of colleagues, providing efficient and confidential administration support. The role includes a wide range of...

  • Patient Flow Coordinator

    3 weeks ago

    Exeter, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

    The Patient Flow Coordinator is a key role within the structure of the Operations Delivery Centre and as such experience within an emergency service is essential particularly a control room environment. Through speaking with our crews and using data from the Hospital Handover Dashboard and other external metrics you will be responsible for assisting the...

  • Patient Flow Coordinator

    2 months ago

    Exeter, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

    The Patient Flow Coordinator is a key role within the structure of the Operations Delivery Centre and as such experience within an emergency service is essential particularly a control room environment. Through speaking with our crews and using data from the Hospital Handover Dashboard and other external metrics you will be responsible for assisting the...

  • Patient Support Administrator

    3 weeks ago

    Exeter, United Kingdom Chime Social Enterprise Full time

    **Patient Support Administrator** Exeter, Devon **About Us** We are Chime Social Enterprise, a provider of leading audiology services and a centre of excellence in the South West. As an NHS Audiology Service, we represent the best of NHS hearing services. As we’re a Community Interest Company (CIC), we invest any surplus funds back into our social aims -...

  • Patient Flow Coordinator

    5 days ago

    Exeter, Devon, United Kingdom South Western Ambulance Service NHS Foundation Trust Full time

    The Patient Flow Coordinator is a key role within the structure of the Operations Delivery Centre and as such experience within an emergency service is essential particularly a control room environment.Through speaking with our crews and using data from the Hospital Handover Dashboard and other external metrics you will be responsible for assisting the flow...

  • Patient Support Administrator

    4 weeks ago

    Exeter, United Kingdom Chime Social Enterprise Full time

    Exeter, Devon About Us We are Chime Social Enterprise, a provider of leading audiology services and a centre of excellence in the South West. As an NHS Audiology Service, we represent the best of NHS hearing services. As we’re a Community Interest Company (CIC), we invest any surplus funds back into our social aims - delivering outstanding solutions to...

  • Patient Support Administrator

    5 days ago

    Exeter, Devon, United Kingdom Chime Social Enterprise Full time

    Patient Support AdministratorExeter, DevonAbout UsWe are Chime Social Enterprise, a provider of leading audiology services and a centre of excellence in the South West. As an NHS Audiology Service, we represent the best of NHS hearing services.As we're a Community Interest Company (CIC), we invest any surplus funds back into our social aims - delivering...

  • Patient Support Administrator

    5 days ago

    Exeter, Devon, United Kingdom Chime Social Enterprise Full time

    Exeter, DevonAbout UsWe are Chime Social Enterprise, a provider of leading audiology services and a centre of excellence in the South West. As an NHS Audiology Service, we represent the best of NHS hearing services.As we're a Community Interest Company (CIC), we invest any surplus funds back into our social aims - delivering outstanding solutions to the...

  • Patient and Public Involvement Engagement Officer

    6 days ago

    Exeter, United Kingdom University of Exeter Full time

    **Salary** The starting salary will be from £32,332 on Grade E, depending on qualifications and experience. **Contractual hours** 36.5 **Package** Generous holiday allowances, flexible working, pension scheme and relocation package (if applicable). **Job category/type** Admin, Professional, Managerial **Date posted** 22/05/2024 **Job...

  • Patient Safety Admin

    2 months ago

    Exeter, United Kingdom Acorn Recruitment And Training Full time

    Role responsibilities: - Provide general clerical and administrative support to the Patient Safety team as necessary, including dealing with incoming and outgoing correspondence - Carry out photocopying, filing, copy typing, and other administrative duties - Take clear and precise telephone messages and deal with any enquiries as appropriate - On behalf of...

  • Patient Engagement Co-ordinator

    3 weeks ago

    Exeter, United Kingdom Oxleas NHS Foundation Trust Full time

    Communication and Relationship Skills To build effective relationships with local internal and external stakeholders to develop a positive beneficial channel of two-way communication. Prepare, support and on occasion accompany patients and carers to enable them to be meaningfully involved in Trust activities. Support the development of project plans to...

  • Patient Engagement Co-ordinator

    3 weeks ago

    Exeter, United Kingdom Oxleas NHS Foundation Trust Full time

    Communication and Relationship Skills To build effective relationships with local internal and external stakeholders to develop a positive beneficial channel of two-way communication. Prepare, support and on occasion accompany patients and carers to enable them to be meaningfully involved in Trust activities. Support the development of project plans to...