Patient Experience Officer

The Christie NHS Foundation Trust; Manchester; In loco; GBP 23.000 - 28.000; Tempo pieno

Descrizione del lavoro

The Christie NHS Foundation Trust in Manchester is seeking a Patient Experience Officer to join the Patient Advice & Liaison Service (PALS). You will listen to patients and families, provide information about the complaints process, and work with clinical and corporate teams to resolve concerns and drive learning.

The role also supports PALS, complaints, claims and inquests, helping to improve care by acting on patient feedback and ensuring sensitive, clear information is provided to those

Competenze

• Excellent communication, organisational & interpersonal skills are essential.
• Ability to manage competing priorities and maintain high-quality records.
• Experience of handling non-clinical information and guiding people through processes.

Mansioni

• Provide information and non-clinical advice, explaining the complaints process where appropriate.
• Liaise with clinical and corporate teams to obtain information and respond to concerns.
• Maintain accurate records and support day-to-day administration of the team.
• Liaise with colleagues and external organisations as required.
• Assist in the preparation, analysis and presentation of patient experience information.
• Organise meetings, prepare agendas, take minutes and monitor actions.

Conoscenze

Communication skills

Organisational skills

Interpersonal skills

Descrizione del lavoro

An opportunity has arisen to join the Patient Advice & Liaison Service (PALS) at The Christie NHS Foundation Trust as a Patient Experience Officer.

The post holder will play an important role in ensuring that the experiences of patients, their families & carers are heard, understood & used to support learning & improvement across the Trust. Working within the PALS Team, you will provide a compassionate & accessible point of contact for people wishing to raise concerns, ask questions, provide feedback or seek support in relation to their experience of care.

This is a varied role supporting the delivery of the Patient Advice and Liaison Service (PALS), complaints functions. You will work closely with patients, families, clinical & corporate colleagues & external organisations, helping to resolve concerns sensitively & ensuring accurate and timely information is maintained.

We are looking for someone with excellent communication, organisational & interpersonal skills who can work sensitively with people who may be experiencing difficult or distressing circumstances. You will need to manage competing priorities, maintain high-quality records and correspondence, and contribute to a culture where patient feedback is valued as an important opportunity for learning & quality improvement.

Above all, this role is about listening to patients and families, supporting them with compassion and professionalism, & helping ensure their experiences contribute to improving care at The Christie. As a Patient Experience Officer, you will be an accessible point of contact for patients, carers, families and members of the public who wish to raise a concern, make an enquiry, provide feedback or seek advice about services provided by the Trust.

You will listen sensitively to people's experiences, help resolve concerns wherever possible and provide clear information about the Trust's complaints process where someone wishes to make a complaint. You will work with colleagues across the organisation to ensure concerns are handled appropriately and with compassion.

The post also provides wider support across complaints, PALS, claims and inquests, making this an excellent opportunity for someone who wants to develop their knowledge and experience of patient experience and NHS governance.

Your responsibilities will include:

• Providing information and non-clinical advice and explaining the complaints process where appropriate
• Liaising with clinical and corporate teams across the Trust to obtain information and respond to concerns
• Maintaining accurate records
• Supporting the day-to-day administration of the team
• Liaising with colleagues and external organisations, where required
• Supporting the preparation, analysis and presentation of patient experience information.
• Organising meetings, preparing agendas, taking minutes and monitoring actions.

For further duties of the role, please see attached Job Description & Person Specification

The Christie is one of Europe's leading cancer centres, looking after more than 64,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 25% patients are referred to us from other parts of the country.

We are the largest radiotherapy provider in the NHS with one in 20 treatments delivered at The Christie. We have up to 15 linear accelerators operating across our network of sites. We operate the largest chemotherapy unit in the UK on our main site and treatments are also provided at 13 other networked sites, and in patients homes. And as a specialist tertiary surgical centre, we focus on rare cancers, complex procedures, and multidisciplinary approaches to cancer surgery, specialising in colorectal, peritoneal, gynaecological, urological and plastic surgery.

We are also an international leader in research, with world first breakthroughs for over 100 years. We have been named by the UK's National Institute for Health Research (NIHR), as one of the best hospitals providing opportunities for patients to participate in clinical research studies, with more than 800 studies open at any time, caring for over 3,000 patients.