Patient Advice and Liaison Service Officer

Powys Teaching Health Board; Wales; On-site; GBP 30,000 - 40,000; Full time

Job summary

A regional health organization in Wales seeks a highly motivated Patient Advice & Liaison Services Officer to enhance patient experiences and handle inquiries. The role involves working with frontline staff to ensure prompt resolution of patient concerns. Candidates should have strong communication skills, and Welsh language proficiency is desirable. The position promotes collaboration and continuous improvement in patient care standards and offers a supportive work environment.

Qualifications

• Proven ability to handle patient enquiries and improve experience.
• Must be proactive and effective in resolving patient issues.

Responsibilities

• Improve patient experience and handle enquiries.
• Support management of patient concerns.
• Promote excellent patient experience within the team.
• Develop close relationships with frontline staff and managers.
• Ensure timely resolution of patient issues.
• Facilitate issue resolution through effective communication.

Skills

Welsh language skills

Proactive and dynamic response to patient concerns

Job description

Overview

We are seeking a highly motivated and enthusiastic Patient Advice & Liaison Services Officer to join our Quality and Safety Team. With a responsibility for improving patient experience, dealing with enquiries and supporting the management of concerns.

The post holder will play a key role in how the Health Board listens and learns from the people of Powys, the patient stories and their experiences, taking account of Welsh Government guidance for the People's Experience Framework, Listening to People, and compliance with Health and Care Standards. The Patient Advice and Liaison Service Officer's key responsibility will be to support the role of the Governance & Patient Experience Team in promoting excellent patient experience and contributing to continuous improvements to deliver the highest possible standards of care.

The post holder will work as part of the Quality and Safety Team, and will develop and maintain close working relationships with frontline staff and managers to ensure an impartial, personal, effective and efficient support service to patients and service users, relatives and carers, and Health Board staff.

The Patient Advice and Liaison Service Officer will ensure that patients are supported in raising issues at the earliest stage and resolving as soon as possible to minimise harm and anxiety. They will need to be proactive and dynamic in resolving issues as they arise or facilitating the resolution of these by liaison with relevant professional and managerial staff across the hospital site or wider Health Board.

Responsibilities

• Improve patient experience and handle enquiries
• Support management of concerns
• Promote excellent patient experience within the Governance & Patient Experience Team
• Develop and maintain close working relationships with frontline staff and managers
• Ensure patients are supported in raising issues early and resolving them to minimise harm and anxiety
• Act proactively and dynamically to resolve issues or facilitate resolution through liaison with relevant staff

Qualifications

• Welsh language skills desirable; Welsh and/or English speakers are equally welcome to apply
• Proactive, dynamic and responsive to patient concerns

Diversity & Inclusion

As a Health Board we embrace diversity and inclusion. We offer a supportive and welcoming place to work which is free from discrimination and fair in all our working practices. Powys Teaching Health Board warmly welcomes all.

Apply

You can complete your application in Welsh or English, it's entirely your choice. Once you've applied, we will keep you updated on the progress of your application, so be sure to check your emails regularly.

About Our Location

Being the smallest Heath Board in Wales means that you won't get lost in the crowd. Everybody at Powys Teaching Health Board is valued for the contribution they make to our varied and diverse portfolio of community-based services. Together, we can continue to make a real difference to our patients and build on our unrivalled reputation.

As a supportive and progressive employer, we actively encourage you to carve out a career with us, through a range of development pathways. We're also lucky enough to be situated in one of the most beautiful rural counties in Britain, let alone Wales! Achieving a healthy 'life work' balance is essential, and something we recognise by prioritising your well-being.