Patient Experience facilitator

Job summary

This exciting opportunity has arisen to support the expansion and reachof our Quality Assurance Team across the organisation. The team collaboratesacross operational service areas and works closely with the Performance Team toprovide evidence of best practice, identify learning opportunities, and ensurecompliance with regulatory requirements, including supporting Care QualityCommission (CQC) mock inspections. The Quality Assurance Team delivers theClinical Audit programme, provides the Patient Advice and Liaison Service(PALS) for feedback, concerns, and complaints, and shares best practices andlearning from incidents and mortality surveillance. This position will provideessential support to the PALS function by managing complaints and facilitatingfeedback from across the organisation.

Main duties of the job

Are you passionate aboutimproving the services of our local mental health provision? Feedback from ourservice users and their families is vital to ensure our services areaccessible, safe, and meet the high standards we would expect for our ownfriends and family.

The postholder willsupport the administration of the PALS function within the Quality AssuranceTeam, assisting service users and their families with complaints in accordancewith local policies and the NHS Complaints framework. They will also develop opportunitiesfor feedback to help us learn and improve our services. The postholder must bea confident communicator capable of dealing with distressed individuals.

About us

Hello

We are Navigo. We look after North East Lincolnshire'smental health and well-being. We are an award-winning social enterprise thatprovides mental health services to the NHS and beyond.

The whole basis of our work isto deliver services that we would be happy for our own family to use.

We offer a range of mentalhealth services, including acute and community facilities as well as specialistsupport such as outstanding older adults inpatient services, rehabilitationand recovery community mental health and an outstanding specialist eatingdisorder facility.

Ranked as one of the top UKcompanies to work for, we featured in the Best Companies top 100 large companylist and were named sixth best health and social care company 2023.

As a social enterprise, we dothings a little bit differently and have also developed income-generating commerciallyviable businesses that provide training, education and employment opportunitiesincluding Grimsby Garden Centre and two cafes.

Working at Navigo is not likeworking anywhere else. Lots of places say that, but we really mean it.

We like to work withforward-thinking people who want to make a difference.

Come join us

Job description

Job responsibilities

The postholder will supportthe overall Patient Experience functions within the Quality and Assurance Teamand contribute to the Clinical Governance Assurance Framework and QualityStrategy by:

Supporting the PALS lead inhandling complaints and managing them in accordance with local policies and theNHS complaints framework

Receiving,logging and acknowledgement of complaints and concerns via telephone, e-mail,letter or feedback forms, ensuring that they are accurately recorded within thedatabase system.

Listening tooften distressed individuals, who have concerns regarding the service they havereceived, with compassion and integrity, ensuring that all the details forfollow-up investigation are captured.These individuals could be bereaved, be emotionally distressed,agitated, aggressive, verbally abusive and dealing with poor mental health.Each individual should be responded to with professionalism in a supportive andsensitive manner.

Providingsupport and guidance to the appointed complaints investigators in complaintinvestigation, responses ensuring that the complaint/concern is addressed fullywithin the agreed time frames, this could be in the form of arranging a localresolution meeting, or obtaining relevant information, documents, recordings,statements and records.

Providingdraft high quality complex response letters, liaising with the investigator forclarification on missing information and any actions identified. This can ofteninvolve receiving highly complex, sensitive and contentious information,ensuring that Information Governance policies are adhered to.

Supportingthe PALS lead in the coordination and reporting of feedback from service users,including national surveys, internal questionnaires and groups.

Supportingthe Quality and Assurance team in the coordination of action plans fromcomplaints and trends in feedback.

Supportingthe Quality and Assurance team in co-production of reports from the workcarried out by the team to support the dissemination of learning which provideassurances to the Navigo Board of Directors around compliance with our PALspolicy and any other regulatory requirements.

Supportingthe Quality and Assurance team to complete internal audits, inspections andsurveys as directed by the Head of Quality.

Supportingthe Quality and Assurance team to deliver a monthly Quality Bulletin and theAnnual Quality Account.

Completingadministrative duties as required, including organising meetings, preparing,and distributing papers and reports and taking minutes.

Communication

The postholder will have excellent communication skills and will be expected tocommunicate across all levels of staff in differing media to ensure thatinformation flows and deadlines for data and action completion are met.

The postholder will have good customer service ability, with a friendly andapproachable nature and will be confident in handling calls which may becontentious/challenging/emotionally distressing in nature , service usercomplaints, telephone calls to families with a relative who may have passedaway. The successful candidate will beexpected to deescalate and support the service user in giving their feedback.

Analytical

The postholder will need to be proficient in the use of Microsoft Office includingword, excel, PowerPoint and Microsoft Teams.

The postholder will be able to interpret and use intelligence from data to supportreport writing and presentation production.

Training

The postholder will be expected to undertake all statutory and mandatory training andundertake any relevant training to improve the management of complaints andfeedback processes.

Planning

The postholder will be organised and will be able to coordinate updates on progress ofcomplaints, action plans and work plans in readiness for scheduledmeetings. They will undertake planningand coordination of meetings with complainants, families and service arealeads.

Policy

The QualityAssurance team is responsible for several Corporate Policies for which the postholder will be expected to contribute to the review as part of the stakeholdergroup.

Service usercare

Service usersare at the heart of the services Navigo deliver, the postholder as a member ofthe Quality Assurance team will be required to participate in inspections andsupport the provision of information that may influence change.

The Head ofCorporate Quality has oversight of Quality Improvement across the organisationand the post holder will be required to support the quality improvement workthrough reporting of service user and carer feedback, which may directly affectservice user care.

Information

The postholder will support the Quality Assurance team in the co-production of severalreports including population of the Quality and Learning Network Agendas withrelevant information, reports for disseminating information across theorganisation and the Patient Experience Report which is an integral part of thequarterly Integrated Performance Report (IPR).

TeamDevelopment

Thepost holder will support the Quality Assurance team in the team development toensure that service user feedback is integral in decision making acrossNavigo. The team are currently workingto introduce a Quality Management System Inphase and the postholder will formpart of the implementation group within the team.

Person Specification

Skills & Attributes

Essential

Self motivated and able to work on own initiative and unsupervised. Ability to be tactful, empathise and be sensitive in handling complaints. Able to work independently to deadlines and targets and also work as part of a wider team. Committed and enthusiastic with a flexible approach to working hours and post demands Excellent attention to detail. Ability to identify themes from complaints to support data capture and report writing. Ability to travel to other sites within the Navigo portfolio. Working knowledge of Microsoft applications, (Microsoft Word, Excel, PowerPoint, Teams) Continuing professional development Communication Postholder requires excellent communication skills verbal and written and will be able to remain neutral whilst dealing professionally with complaints. Ability to absorb distressing information and process appropriate facts to extract issues important to patients to enable the completion of an accurate Complainant Investigation briefing for investigating officers. Ability to write a complex, compassionate response letter to a complainant. Ability to maintain confidentiality of information

Desirable

Working knowledge of business systems and Patient Information Systems (DATIX & SystmOne) Able to draft reports from the data available Able to draft presentations from Powerpoint, for the delivery of key information internally.

Qualifications

Essential

Degree or equivalent qualification (or relevant experience) Essential IT skills (EITS) or equivalent

Desirable

Qualifications in advanced IT use (eg Microsoft Office Specialist (MOS): Excel, Access)

Additional Criteria

Essential

Quality Improvement Project monitoring skills Understanding of CQC and relevant regulations Working knowledge of data protection including GDPR principles

Desirable

Knowledge/Experience of Clinical governance and risk management. Information Governance qualification

Experience

Essential

Minimum 3 years experience of working within the healthcare sector. Experience of working in NHS complaints or a patient experience role. Working knowledge of the NHS Complaints standard

Desirable

Experience of gaining customer feedback including from individuals and groups Knowledge of CQC requirements for the organisation Understanding of PHSO role

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