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Prif leoliad
Nursing and Midwifery
Gradd
Band 3
Contract
Parhaol
Oriau
Llawnamser - 37.5 awr yr wythnos
Cyfeirnod y swydd
287-CEF-173-24
Cyflogwr
Liverpool University Hospitals NHS Foundation Trust
Math o gyflogwr
NHS
Gwefan
Aintree University Hospital
Tref
Liverpool
Cyflog
£22,816 - £24,336 per annum
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Today at 23:59

Teitl cyflogwr

Liverpool University Hospitals NHS Foundation Trust logo

Patient Advice and Liaison Assistant

Band 3

Trosolwg o'r swydd

Working within a busy Patient Advice and Liaison Service Team, you will support patients/carers and relatives to raise concerns, complaints and enquiries, ensuring that they are offered a satisfactory resolution as a result of the action taken.  You will treat all patients, carers and relatives with empathy, compassion and consideration.

Prif ddyletswyddau'r swydd

  • To provide a high-class customer focused service to patients and visitors.  The post holder fulfils the role of Patient Advice and Liaison Assistant, sign posting patients and visitors and ensuring that their immediate needs are addressed.
  • Deal with complainants who telephone, write or visit the department.
  • To assist/support the Patient Advice and Liaison Officer in taking, resolving and closing concerns.
  • Implements the Trust's Complaints process.
  • To assist/support the Patient Advice and Liaison Officer in providing weekly, monthly and quarterly reports from Datix.
  • Work collaboratively and co-operatively with others to develop and facilitate the complaints process provided for complainants and their representatives.

Working as a Patient Advice and Liaison Assistant, you will be expected to uphold the Trust values and behaviours when dealing with patients and their families.  

Gweithio i'n sefydliad

                                                                                                                                                                        Liverpool University Hospitals NHS Foundation Trust was created on 1 October 2019 following the merger of two adult acute Trusts, Aintree University Hospital NHS Foundation Trust and the Royal Liverpool and Broadgreen University Hospitals NHS Trust.

The merger provides an opportunity to reconfigure services in a way that provides the best healthcare services to the city and improves the quality of care and health outcomes that patients experience.

The Trust runs Aintree University Hospital, Broadgreen Hospital, Liverpool University Dental Hospital and the Royal Liverpool University Hospital.

It serves a core population of around 630,000 people across Merseyside as well as providing a range of highly specialist services to a catchment area of more than two million people in the North West region and beyond.

To hear more about our achievements click here https://www.liverpoolft.nhs.uk/media/13089/1606-annual-report-booklet_final.pdf

Follow us on Social Media:

Facebook – Liverpool University Hospitals Careers

Instagram - @LUHFTcareers

Twitter - @LUHFTcareers

Swydd ddisgrifiad a phrif gyfrifoldebau manwl

  • Signpost patients/carers/relatives etc to relevant wards/departments and agencies who can facilitate their enquiry
  • Deal with verbal concerns face to face and on the telephone with sensitivity, tact and empathy including customers who have barriers to communication, such as mental health problems, visual or hearing impairments, physical disabilities, or where English as a second language and grieving, bereaved patients and relatives.
  • Deal with angry and /or abusive complainants on the telephone and face to face.
  • Identify concerns provided by patients/carers/relatives etc establish their details and provide advice and support this process to resolve their concerns locally.  Ensure follow-up call to ensure actions have been completed.
  • Attend meetings when required.
  • Responsible for data entry of all concern/complaints data onto the Datix Complaint System.  Attention to detail is essential and ensuring all information is up to date and accurate.
  • Assist the Patient Advice and Liaison Officer to provide a number of Datix reports on a weekly, monthly and quarterly basis on theming concerns and complaints.
  • Maintain the tracking system for the caseload of complaints ensuring that reminders are sent to managers are laid down in the Trust's Complaints Procedure.
  • Provide support to the Complaints Coordinator in managing their caseload of formal written complaints, ensuring that they are dealt with in the timescales laid down in the Trust's complaints procedure.
  • In conjunction with the Complaints Co-ordinators, analyse the complaints letters as soon as they are received, acknowledge receipt of the letter and identify and list all of the salient points.  Forward complaint letters to appropriate managers, with a list of all of the points to be investigated.
  • Support the Patient Advice and Liaison Officer and Complaints Coordinators in cooperating and negotiating with the local Independant Advocacy and Citizen Advice Bureau Services, Offices of Local Members of Parliament (MP's), the Health Service Ombudsman and other Health and Social Care providers.
  • Provide advice and support to patients, relatives and staff regarding the NHS Complaints Procedure and in relation to the specific questions raised by complainants in their complaint.
  • Act in a way which supports and protects patient confidentiality, treat all complainants with dignity and respect and ensure equal access to the NHS complaints procedure for all complaints.  Support equality and diversity.
  • Contribute to Trust-wide training events regarding complaints and customer care, including the Trust Welcome Event and the customer care course and local induction.
  • Participate in development review and maintain a portfolio of learning development.

Manyleb y person

Qualifications

Meini prawf hanfodol
  • Educated to NVQ Level 2 Customer Services or equivalent

Experience

Meini prawf hanfodol
  • Demonstrable experience in direct customer service roles

Knowledge

Meini prawf hanfodol
  • Understanding of the importance of confidentiality and data protection
Meini prawf dymunol
  • Knowledge of hospital systems – eg DATIX, Microsoft Office

Skills

Meini prawf hanfodol
  • Keyboard skills
  • Ability to manage conflict and highly difficult situations
  • Ability to effectively communicate with a range of individuals
  • Ability to take notes in meetings
  • Organised and methodical approach
  • Demonstrate a high degree of influencing skills to carry out the requirements of the post

other

Meini prawf hanfodol
  • Commitment to improving the quality of hospital services and providing a positive experience for patients and visitors
  • Ability to work on own initiative

Bathodynnau ardystio / achredu cyflogwyr

Fair Employment Charter Status - Aspiring LevelNHS Pastoral Care Quality AwardApprenticeships logoNo smoking policyPositive about disabled peopleInvestors in PeopleArmed Forces Covenant Gold AwardMindful employer.  Being positive about mental health.Disability confident committedStep into health

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

Gwneud cais ar-lein nawr

Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol

Enw
Carly McGrath
Teitl y swydd
Patient Advice and Complaints Team Manager
Cyfeiriad ebost
[email protected]
Rhif ffôn
0151 529 5033
Gwneud cais ar-lein nawrAnfonwch hysbysiadau ataf am swyddi gwag tebyg