Job summary
- Main area
- Patient Experience
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 241-668CD-24
- Employer
- Bolton NHS Foundation Trust
- Employer type
- NHS
- Site
- Royal Bolton Hospital
- Town
- Farnworth, Bolton
- Salary
- £25,147 - £27,596 pa
- Salary period
- Yearly
- Closing
- 28/08/2024 23:59
Employer heading
Patient Experience Support Officer
NHS AfC: Band 4
Job overview
Complete the administration requirements of new and revised patient information leaflets in line with the Trust’s Patient Information Policy.
To support the provision of relevant reports in relation to complaints and PALS concerns
To support the Patient Experience and Complaints Coordinators by organising complaints meetings; including but not limited to ensuring recording equipment and rooms are booked.
To provide administrative support for the management of complaints; logging new complaints, monitoring and updating complainants and Divisional Teams.
To provide cover as required within the PALS service.
Provide administrative support to the Patient Experience Manager in the management of Friends and Family Test, National Survey Programme, Patient Stories and all aspects of patient experience activity.
Main duties of the job
To administer the process for new and revised patient information leaflets in line with the Trust Patient Information Policy.
To provide cover for the PALS function in line with the Trust Concerns and Complaints Policy, ensuring that all enquiries and telephone calls are handled with care and compassion and appropriately at all times.
Undertaking a range of administrative duties to support the complaints management function including logging of new complaints, monitoring ongoing complaints by updating complainants on progress and liaising with Divisions.
To build excellent working relationships with all levels of staff across the Trust to ensure good communication and a proactive approach to front line resolution of concerns.
Facilitation of complaints local resolution meetings including attendance to record the meeting
Complete the administration requirements of new and revised patient information leaflets in line with the Trust’s Patient Information Policy.
Prepare case files for Parliamentary and Health Service Ombudsman (PHSO) enquiries.
To produce regular monitoring reports for PALS and complaints
Under supervision, provide day to day management of Friends and Family Test by supporting Divisions with access, inputting and training.
To provide administrative support to the Patient Experience Manager in all aspects of patient experience including Friends and Family Test, National Survey Programme, Patient Stories, patient feedback, compliments,
Working for our organisation
Working within the Patient Experience Team provides an opportunity to listen to feedback from patients to allow for improvements in services to be made.
If you have the right skills, then please come and join us.
Detailed job description and main responsibilities
For the detailed job description and main responsibilities please see attached job description and person specification documents for the role.
Person specification
Qualifications
Essential criteria
- Educated to ‘A’ level or equivalent experience, including English language GCSE grade C or above or equivalent
Desirable criteria
- Customer Services NVQ Level 3 or equivalent knowledge and/or experience
Experience
Essential criteria
- Working with the general public/customer service
- NHS/Social Care experience
- Data analysis
Desirable criteria
- Experience of using Safeguard Risk Management system
- Experience of formulating sensitive, complex and clinical information in lay terms (verbal and written), and working to tight deadlines
Skills
Essential criteria
- Excellent communication, organisation and interpersonal skills
- Good keyboard skills with knowledge of word, excel, power point and databases
- Ability to work on own initiative and to organise and prioritise own work in order to meet deadlines
Knowledge
Essential criteria
- Clear understanding of the NHS Complaints Procedure (Local resolution and Ombudsman)
- Understanding of the Data Protection issues, Freedom of Information Act, Caldecott guidelines and Confidentiality policies
Desirable criteria
- Knowledge of the Bolton Hospital NHS Foundation Trust’s structure and complaints handling policy and procedures
- Understanding of Patient Experience/feedback methods/requirements in the NHS
Personal attiributes
Essential criteria
- Must be able to communicate effectively at all levels
- A high level of attention to detail
- Ability to work to deadlines
- Ability to remain calm under pressure
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Ryan Wetherall
- Job title
- Patient Experience and Complaints Co-ordinator
- Email address
- [email protected]
- Telephone number
- 01204 390111
- Additional information
Please also contact by email [email protected]
List jobs with Bolton NHS Foundation Trust in Administrative Services or all sectors