Patient & Carer Experience Advocate | Service Improvement

Western Sydney Local Health District; Sydney; Vor Ort; AUD 119.000 - 140.000; Vollzeit

Zusammenfassung

Western Sydney Local Health District is seeking a Patient and Carer Experience Support Officer at Auburn District Hospital. You will engage with patients, manage feedback and lead advocacy initiatives to enhance patient experiences and drive improvements across the hospital.

The role focuses on education for staff, timely handling of compliments and complaints, and collaboration with clinical and non-clinical teams to strengthen patient-centred care.

Qualifikationen

• Relevant tertiary qualifications and/or experience with complaints management as per NSW Public Service.
• Experience handling complex and emotive matters sensitively and timely.
• Advanced communication skills (written and verbal) for drafting external correspondence.
• Strong negotiation/consultation skills with emotional intelligence.
• Ability to work independently, prioritise and meet deadlines while engaging stakeholders.
• Demonstrated problem solving and collaboration.

Aufgaben

• Engage with patients and carers through ward visits and engagement activities.
• Coordinate and manage compliments, complaints and consumer concerns promptly.
• Analyse patient feedback data, identify trends and contribute to service improvement reporting.
• Develop education/resources to support staff in complaint management and patient-centred care.
• Promote patient dignity and advocacy while fostering local resolution across the hospital.

Kenntnisse

Advanced communication

Negotiation

Problem solving

Emotional intelligence

Stakeholder engagement

Independent work

Ausbildung

Relevant tertiary qualification

Jobbeschreibung

Western Sydney Local Health District is seeking a Patient and Carer Experience Support Officer at Auburn District Hospital. You will engage with patients, manage feedback and lead advocacy initiatives to enhance patient experiences and drive improvements across the hospital.

The role focuses on education for staff, timely handling of compliments and complaints, and collaboration with clinical and non-clinical teams to strengthen patient-centred care.