Patient & Carer Experience Advocate | Service Improvement

NSW Health; Sydney; On-site; AUD 119,000 - 140,000; Full time

Job summary

NSW Health Auburn District Hospital is seeking a Patient and Carer Experience Support Officer to champion patient-centred care, manage feedback and drive advocacy, education and service improvement across the hospital.

You will engage with patients and carers, coordinate complaints, analyse feedback trends and contribute to staff education and organisational learning, with a focus on respectful, inclusive care and continuous improvement.

Qualifications

• Relevant tertiary qualifications and/or experience with complaints management consistent with the NSW Public Service capability profile
• Demonstrated experience in managing complex and emotive matters in a sensitive and timely manner
• Demonstrated advanced communication skills (written and verbal) with the ability to draft complex correspondence on behalf of the organisation for external agencies and commissions
• High level negotiation/consultation skills and possessing emotional intelligence/resilience
• The ability to work independently, to prioritise and meet deadlines and to engage key stakeholders to ensure timelines and milestones are met
• Demonstrated problem solving skills, including the ability to collaborate with others
• Evidence of personal commitment and capability to assist the facility in ensuring patient centric healthcare

Responsibilities

• Engage with patients and carers through ward visits, feedback programs and consumer engagement activities
• Coordinate and manage compliments, complaints and consumer concerns in a timely, professional and responsive manner
• Analyse patient feedback data, identify trends and contribute to service improvement strategies and reporting
• Develop and deliver education and resources to support staff in complaint management and patient-centred care practices
• Promote patient dignity, autonomy and advocacy while fostering local resolution of concerns across the hospital

Job description

NSW Health Auburn District Hospital is seeking a Patient and Carer Experience Support Officer to champion patient-centred care, manage feedback and drive advocacy, education and service improvement across the hospital.

You will engage with patients and carers, coordinate complaints, analyse feedback trends and contribute to staff education and organisational learning, with a focus on respectful, inclusive care and continuous improvement.