Patient Experience Advice and Liaison Officer

Dartford and Gravesham NHS Trust; Dartford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A healthcare provider in Dartford is seeking a dedicated individual to enhance patient experiences and provide vital customer service. The role involves supporting patients, relatives, and visitors by addressing queries and concerns. A key part of the position includes collaboration with various departments to gather and analyze patient feedback. The organization values inclusivity and aims to reflect the diverse community it serves while ensuring excellence in patient care and service quality.

Qualifications

• Experience in providing high-level customer service.
• Ability to engage with patients and their relatives effectively.
• Organizational skills for handling data and surveys.

Responsibilities

• Support customer service for patients and relatives.
• Engage with patients in wards and departments.
• Collect and collate patient experience surveys.

Job description

At Dartford and Gravesham NHS Trust we believe patient wellbeing and experience, alongside clinical quality, should be at the heart of everything we do. Patient experience starts with the patient, listening and designing the experience to meet the needs of our patients and their families.

Are you passionate about ensuring our patients, their relatives and friends have outstanding experience of our care? To provide a high level of customer service to patients, relatives and visitors who may need information or advice about Trust Services. To support and signpost people with concerns or queries to ensure timely resolution of issues. This will include the provision of in‑reach services to engage with patients and their carers or relatives within our wards and departments. The post holder will also work in partnership with staff from the Claims, Complaints, Risk and Audit Departments and work as a member of a team and develop professional relationships with all staff and others with whom you come into contact with during the course of your work.

The post holder will also provide support to the Patient Experience lead in the distribution, collection and collation of any patient‑experience based surveys (including Friends & Family) on a daily basis from all ward/departmental areas which are eligible, ensuring that these are timely and effective in their purpose. They will also have the ability to enter, collate and extract data to provide meaningful reports for both the PALS and Patient Experience departments.

We are committed to being an inclusive and diverse employer. We strive to employ people who reflect the communities we serve, and aim to create an inclusive culture where everyone can reach their full potential. Whatever your race, ethnicity, belief, generation, sexual orientation, gender or gender identity, disability or experience, you'll appreciate the opportunities we give you to work in an inclusive atmosphere. We welcome applications from people of diverse backgrounds, perspectives and experiences to build on the progress we've achieved to make our Trust diverse and the best place to work. We celebrate the diversity of thought, viewpoints and ideas that help us overcome challenges and embrace new possibilities. We have signed the Armed Forces Covenant Pledge and have a commitment to the Armed Forces Community.

We are dedicated to using our Continuous Quality Improvement (CQI) approach as our shared organisation model of change to enhance our services and ensure excellence in patient care.