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Job overview

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.

Working for our organisation

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 37.5 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