Patient Experience Officer

University Hospitals Coventry and Warwickshire; Coventry; Presencial; GBP 21 000 - 28 000; Tempo integral

Resumo da oferta

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Patient Advice and Liaison Service (PALS) professional to assist patients, carers and visitors with information, advice and confidential support. The post supports accessing the formal complaint process and contributes to real-time feedback and continuous service improvement within the Quality Department.

The role focuses on handling concerns, liaising with enquirers, and ensuring timely action plans while upholding Care

Descrição da oferta de emprego

The Patient Advice and Liaison Service (PALS) provide a central and visible point of contact for any service user requiring information or advice about the Trust's services or on health related matters. Importantly, PALS provide confidential support and advice to service users who have concerns about the Trust's services or the care and treatment being provided.

Where PALS are unable to quickly resolve a concern, they support the service user to access the Trust's formal complaint process and other relevant support services.

From their unique perspective, PALS play a key role in sharing patient insight to aid continuous improvement, supporting the delivery of safes care along with an excellent experience. Secondment will be considered for internal candidates - If you are successful after interview, you must obtain approval from your current line manager to accept the offer.

To work within our integrated Quality Department to assist patients, carers and visitors to resolve concerns and enquiries they may have with any aspect of the Trust's services; supporting them and showing them empathy in resolving their concerns. The post holder will:

1. Work as part of a team, handling concerns and informal complaints within specified time limits.
2. Liaise with enquirers, identifying the key points, agreeing an action plan and timescales and supporting the contact throughout the process.
3. PALS officers are an integral part of the Real time feedback work which includes speaking to patients and their families on the wards.
4. Log contacts in a timely and accurately way on DATIX.
5. Update and analyse DATIX to identify trends and problems to be resolved.
6. Assist in the processes that ensure the department and the Trust achieve statutory standards such as Care Quality Commission requirements

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.