Patient Experience & PALS Champion

UHCW NHS Trust; Coventry; In loco; GBP 25.000 - 34.000; Tempo pieno

Descrizione del lavoro

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Patient Experience Officer to support PALS, handle enquiries and informal complaints, and promote patient-centred care across Trust services. You will log contacts in DATIX, contribute to real-time feedback, support Care Quality Commission standards, and collaborate with the Patient Relations Team to resolve concerns with empathy.

This role offers opportunities for learning and development within a large teaching Trust

Mansioni

• 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
• 7. 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.
• 8. We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.
• 9. 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.
• 10. 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)
• 11. 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.
• 12. 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.
• 13. To provide a highly visible point of contact for patients or a representative raising an enquiry or complaint.
• 14. To function as a key point of contact for patients or their representatives through consulting with them to understand and to take details of their enquiry or complaint, whether that be in person, over the telephone or by written correspondence.
• 15. To produce high quality confirmation acknowledgments confirming the complaint details and the patient’s or their representative’s desired outcome.
• 16. To provide comprehensive support to those accessing and using the service through explaining and agreeing with them how their enquiry or complaint will be investigated.
• 17. To maintain an exceptional understanding of data protection regulations and the PALS Policy to ensure that patient information in only shared when it is appropriate to do so.
• 18. To ensure all contacts are kept fully updated throughout their case.
• 19. To refer clients to advocacy services and other health and social care services when appropriate.
• 20. To plan and facilitate complaint meetings and other methods of resolving patient, family, and carers’ concerns.
• 21. Communicate complex and sensitive information to patients, relatives and carers in a compassionate manner and advise them of their options if they are dissatisfied with the outcome of their enquiry or complaint.
• 22. Maintain an excellent awareness of the Trust’s Patient Safety Process and to recognise and flag when any issues raised within a complaint may constitute a patient safety incident.
• 23. Work in close collaboration with staff across the Patient Relations Team and wider Trust to ensure we deliver a patient centred approach to the handling of enquiries and concerns.
• 24. Maintain accurate and up to date electronic case records on the Trust’s incident management system and on other programmes, such as Microsoft Excel.
• 25. Maintain a good working knowledge of accessibility standards to identify any requirements of service users and to make reasonable adjustments wherever required to provide an accessible service.
• 26. Participate in appraisals and personal reviews and work to achieve agreed set objectives.
• 27. Participate in appropriate training and development activities.
• 28. When required cover the work of colleagues during periods of absence or peak workloads.
• 29. Undertake any other duties as required by the Patient Experience management/coordinators in accordance with the grade and nature of the post.

Descrizione del lavoro

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Patient Experience Officer to support PALS, handle enquiries and informal complaints, and promote patient-centred care across Trust services. You will log contacts in DATIX, contribute to real-time feedback, support Care Quality Commission standards, and collaborate with the Patient Relations Team to resolve concerns with empathy.

This role offers opportunities for learning and development within a large teaching Trust