Job summary
- Main area
- Patient Experience
- Grade
- NHS AfC: Band 5
- Contract
- Permanent
- Hours
- Part time - 30 hours per week
- Job ref
- 111-6910111
- Employer
- NHS Nottingham & Nottinghamshire Integrated Care Board
- Employer type
- NHS
- Site
- Sir John Robinson House
- Town
- Nottingham
- Salary
- £29,970 - £36,483 pro rata per annum
- Salary period
- Yearly
- Closing
- 06/03/2025 23:59
Employer heading
Patient Experience Enquiry Officer
NHS AfC: Band 5
Job overview
The Patient Experience Enquiry Officer works within the busy Patient
Experience Team which is also host to the Complaints function for the
Nottingham and Nottinghamshire Integrated Care Board (ICB).
This busy and varied role involves handling and responding to concerns and enquiries from the public about local NHS services in Nottingham and Nottinghamshire, including enquiries or concerns which are complex or highly sensitive. The ability to communicate effectively using discretion, initiative, tact and diplomacy is paramount to this role, as is the ability to resolve enquiries and concerns and demonstrate a solution focused approach.
The role also involves a significant amount of administration, working to a set process, working to deadline, database management and accurate record keeping.
Main duties of the job
Work to the NNICB Complaints and Enquiries Policy around handling enquiries and concerns from the public about NHS issues.
Handle enquiries and concerns from patients and the public, received
over the telephone, by email, letter, or social media.
Work independently using their own judgement to respond efficiently and appropriately to a range of issues, some complex, to ensure enquiries
and concerns are resolved appropriately.
Prioritise and manage their own workload of enquiries and concerns.
Keep accurate enquiry and concerns records on the Patient Experience
database in line with relevant policy and procedure; ensure that accurate
information is added to the database for enquiries and concerns.
To maintain the up-to-date database/library of information/website
relevant to the Patient Experience function.
Work as a flexible team player supporting the wider Patient Experience
agenda when required. Identify any trends in enquiry contacts, high volume contact areas or subject areas and report them to their manager and other colleagues when required.
There may be some line management responsibilities required for this
role going forward, depending on the development of the team.
The job description and person specification are an outline of the tasks,
responsibilities and outcomes required of the role. The post holder will
carry out any other duties as may reasonably be required by their line
manager.
Working for our organisation
NHS Nottingham and Nottinghamshire Integrated Care Board (ICB) is a strategic component of the Integrated Care System (ICS) across Nottingham and Nottinghamshire. We were formed with the intention to improve population health and collaborate with local partners (NHS, Local Authority and Third Sector) to deliver high quality health and social care provision to our local population.
We have accountability for the system delivery of the ICS’ priorities such as improving outcomes in population health and healthcare, tackling inequalities in outcomes, experience, and access, enhancing productivity and value for money, and helping the NHS support broader social and economic development.
We seek to improve the patient experience and are committed at looking at innovative ways we can improve care and offer access and choice to our patients. Patients are at the heart of everything we do and it’s important that they are involved not just in decisions about their individual care, but also in the decisions that shape the health services delivered locally. In conjunction, with patient experience and the growing demands of our population; we are facing significant financial challenge. We are required to reduce expenditure to sustainable levels (ICS 5-year strategic plan).
The ambitions are great, but so are the opportunities to be part of our new and evolving organisation, to make positive impactful change to the health and social care agenda across Nottingham and Nottinghamshire.
Detailed job description and main responsibilities
The Patient Experience Enquiry Officer works within the busy Patient
Experience Team which is also host to the Complaints function for the
Nottingham and Nottinghamshire Clinical Commissioning Group (CCG).
This busy and varied role involves handling and responding to concerns and enquiries from the public about local NHS services in Nottingham and Nottinghamshire, including enquiries or concerns which are complex or highly sensitive. The ability to communicate effectively using discretion, initiative, tact and diplomacy is paramount to this role, as is the ability to resolve enquiries and concerns and demonstrate a solution focused approach.
The role also involves a significant amount of administration, working to a set process, working to deadline, database management and accurate record keeping.
Work to the NNICB Complaints and Enquiries Policy and around handling enquiries and concerns from the public about NHS issues.
Handle enquiries and concerns from patients and the public, received
over the telephone, by email, letter, or social media.
Work independently using their own judgement to respond efficiently and appropriately to a range of issues, some complex, to ensure enquiries
and concerns are resolved appropriately.
Prioritise and manage their own workload of enquiries and concerns.
Keep accurate enquiry and concerns records on the Patient Experience
database in line with relevant policy and procedure; ensure that accurate
information is added to the database for enquiries and concerns.
To maintain the up-to-date database/library of information/website
relevant to the Patient Experience function.
Work as a flexible team player supporting the wider Patient Experience
agenda when required.
Identify any trends in enquiry contacts, high volume contact areas or
subject areas and report them to their manager and other colleagues
when required.
There may be some line management responsibilities required for this
role going forward, depending on the development of the team.
The job description and person specification are an outline of the tasks,
responsibilities and outcomes required of the role. The post holder will
carry out any other duties as may reasonably be required by their line
manager.
Person specification
Essential and desirable
Essential criteria
- Significant experience of working within a patient experience or customer service role at a similar level
- Evidence of continued professional development
- Experience of working in a customer service role handling enquiries and concerns directly from the public/ patients.
- Experience of resolving enquiries by giving advice, guidance, and support about services to the public/patients.
- Experience of using and maintaining a database. Experience of detailed record keeping
- Experience of working with colleagues at different levels of the organisation and in different services to get the information needed to respond to enquiries and concerns.
- Has experience of managing a full workload independently and unsupervised.
- Experience of dealing with difficult or challenging behaviour.
- Experience of working to confidentiality and data protection guidelines.
- Able to prioritise workload and meet deadlines.
- Organised and effective time management skills.
- Accuracy and attention to detail.
- Able to identify solutions to enquiries and concerns.
- Able to work independently using own initiative.
- Able to seek appropriate information and advice in order to respond to enquiries and concerns.
- Able to communicate effectively over the telephone and in writing to patients and the public.
- Able to create and maintain accurate and relevant records on the database for concerns and enquiries.
- Proficient in the use of Microsoft Office with intermediate keyboard skills.
- Ability to work well as part of a team.
- Used to working in a busy public sector or customer service environment handling concerns and enquiries either in person, on the telephone or in writing.
- Excellent listening skills.
- Is able to handle interactions with the public which may be distressing or challenging.
- Adaptable, flexible and has ability to cope with uncertainty and change.
- An ability to maintain confidentiality and trust.
- Works in a professional, calm, and organised manner.
- Able to travel between locations when required.
Desirable criteria
- Educated to a degree level or equivalent OR relevant experience
- Knowledge of responding to customer/patient enquiries over social media
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
- Susan Campion
- Job title
- Patient Experience Complaints Officer
- Email address
- [email protected]
- Additional information
Patient Experience Team [email protected]
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