Crynodeb o'r swydd
- Prif leoliad
- Patient Experience
- Gradd
- NHS AfC: Band 4
- Contract
- Parhaol
- Oriau
- Llawnamser - 37.5 awr yr wythnos
- Cyfeirnod y swydd
- 241-668CD-24
- Cyflogwr
- Bolton NHS Foundation Trust
- Math o gyflogwr
- NHS
- Gwefan
- Royal Bolton Hospital
- Tref
- Farnworth, Bolton
- Cyflog
- £25,147 - £27,596 pa
- Cyfnod cyflog
- Yn flynyddol
- Yn cau
- 28/08/2024 23:59
Teitl cyflogwr
![Bolton NHS Foundation Trust logo](https://static.trac.jobs/employer-logos/100.png)
Patient Experience Support Officer
NHS AfC: Band 4
Trosolwg o'r swydd
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.
Prif ddyletswyddau'r swydd
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,
Gweithio i'n sefydliad
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.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
For the detailed job description and main responsibilities please see attached job description and person specification documents for the role.
Manyleb y person
Qualifications
Meini prawf hanfodol
- Educated to ‘A’ level or equivalent experience, including English language GCSE grade C or above or equivalent
Meini prawf dymunol
- Customer Services NVQ Level 3 or equivalent knowledge and/or experience
Experience
Meini prawf hanfodol
- Working with the general public/customer service
- NHS/Social Care experience
- Data analysis
Meini prawf dymunol
- 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
Meini prawf hanfodol
- 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
Meini prawf hanfodol
- 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
Meini prawf dymunol
- 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
Meini prawf hanfodol
- 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
Gofynion ymgeisio
Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.
Dogfennau i'w lawrlwytho
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- Ryan Wetherall
- Teitl y swydd
- Patient Experience and Complaints Co-ordinator
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 01204 390111
- Gwybodaeth i gefnogi eich cais
Please also contact by email [email protected]
Rhestr swyddi gyda Bolton NHS Foundation Trust yn Gwasanaethau gweinyddol neu bob sector