Patient Relations Advisor

Yorkshire Ambulance Service NHS Trust; Newton Hill; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

27 days annual leave

Contributory Pension

Car lease and other salary sacrifice

Employee assistance and counselling

Job summary

Yorkshire Ambulance Service NHS Trust is seeking a Patient Relations Advisor to join the Patient Relations Team within the Quality & Safety Directorate. The role involves handling enquiries, complaints and compliments from the public and providing a Patient Advice and Liaison Service on behalf of the Trust.

Office-based, 37.5 hours per week, Wakefield HQ. You will work in a small team, managing calls and emails, extracting information for investigations and recording cases on the Datix system.

Qualifications

• Significant experience with administrative systems and records
• Excellent written and verbal communication skills
• Ability to manage an unpredictable workload and meet deadlines
• Experience in a customer service environment

Responsibilities

• Handle incoming calls and emails from the public, patients and carers with empathy.
• Process complaints, feedback and information requests and record outcomes.
• Maintain Datix case records and coordinate information between teams.
• Support coordinators and managers with ongoing case investigations and reporting.

Skills

Administrative systems

Communication skills

Time management

Customer service

Education

GCSE English & Maths (Grade C+)

Level 3 Qualifications (e.g. A levels, NVQ3)

Job description

Main area Patient Relations Grade Band 3 Contract Permanent Hours Full time - 37.5 hours per week (mon- fri, 8.30am- 4.30pm office based at Wakefield HQ) Job ref 174-PRA-291026

Site Springhill 1 YAS HQ Town Wakefield Salary £25,760 - £27,476 Per annum Salary period Yearly Closing 17/11/2026 23:59

Job overview

We are currently seeking a Patient Relations Advisor to play a key role in the Patient Relations Team which is part of the wider Quality & Safety Team of the Quality, Governance and Performance Assurance Directorate. The post is full time (37.5 hours per week) and is primarily receiving and processing enquiries, complaints and compliments from members of the public and providing a Patient Advice and Liaison Service on behalf of the Trust.

You will be working as part of a small team of Advisors managing the busy telephone line and email inbox, interrogating various systems to extract information for investigations and inputting cases on the Trust’s Datix case management system. The role is office based with no flexibility for hybrid working.

Main duties of the job

The Patient Relations Advisors have significant verbal and written contact with patients, their family members, members of the public, other Healthcare staff and YAS management and staff.

We are therefore seeking someone who has excellent written and verbal communication skills, displaying calmness tact and diplomacy, and can evidence their ability to deal with an unpredictable workload, ensuring key priorities and deadlines are met through effective time management.

Experience and knowledge of admins systems and maintaining effective records is essential as is the use of IT systems. You will be an effective team player educated to GCSE standard at Grade C or above in Mathematics and English.

Working for our organisation

Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.

We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.

We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.

Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.

• Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)
• 27 days annual leave, increasing to 33 with service.
• Contributory Pension.
• Car lease and other salary sacrifice schemes (salary dependent)
• Dedicated employee assistance and counselling service.
• Opportunities for research participation, career progression and ongoing development.
• Well respected, committed and supported staff networks for our workforce.

Check out our YAS One Team Simulation! https://www.nwyhelearning.nhs.uk/elearning/yorksandhumber/yas/yasoneteam/index.html

Detailed job description and main responsibilities

• Work as a Team to cover incoming telephone lines, ensuring all calls are answered in a timely fashion (in line with KPIs) with sensitivity and empathy as appropriate.
• Receiving calls and emails from members of the public, patients, their family members, carers, professionals from other NHS organisations and partner agencies, MPs and Councillors containing personally sensitive information.
• Taking complaints and other forms of feedback and producing accurate records of issues raised and outcomes being sought.
• Managing the generic email inbox for the team (in line with KPIs).
• Providing a Patient Advice and Liaison service on behalf of all YAS services managing requests for information which is personally sensitive and confidential.
• Identifying the correct process for all contacts and handing-off or progressing as necessary.
• Carrying out low level investigations and research of PALs and lost/found property enquiries.
• Liaising with other departments within YAS as required to build intelligence and maintain a library of contacts, procedures and processes.
• Keep abreast of developments within YAS adding to the team’s intelligence and maintaining information resources.
• Resolving and responding to enquiries by letter, email and telephone utilizing high level of knowledge and skills in relation to the protection of personally sensitive and confidential information.
• Ensuring cases are correctly allocated to an appropriate coordinator or manager, where necessary.
• Recording all cases on the Datix database.
• Keeping accurate records of casework activity.
• Extracting information from a variety of YAS IT systems for the investigation of cases by Coordinators.
• Obtaining information from other parts of the service for the investigation of cases by Coordinators.
• Producing and sending written correspondence on behalf of Coordinators.
• Supporting Coordinators in dealing with enquiries regarding ongoing cases.
• Providing support to Coordinators as required.
• Extracting data from the Datix database and assisting with the production of reports.
• Managing records and ensuring data quality is maintained.
• Maintaining registers and logs.
• Following up of actions and chasing responses.
• Managing the information governance requirements for the team’s case records, maintaining filing systems, security, confidentiality and disposal.
• Contribute to the training of YAS staff in the use of the Datix system.
• Keeping accurate administrative records and providing reports as required for management purposes.
• Receiving and processing postal correspondence.
• Liaising with other departments as necessary to ensure the effectiveness of office facilities for the team – printing, scanning, signing-in records, telephone system.
• Contributing to service improvements/process developments for the team.
• Providing support to the Patient Relations Manager as required.

Person specification

Essential experience and qualifications

• Significant experience in administrative systems
• Ability to deal with an unpredictable workload ensuring key priorities and deadlines are met through effective time management
• Competent in the use of data bases, spreadsheets, Power-Point, and ability to extract information and analyse trends
• Excellent written and oral communication skills
• Experience of working in a customer service environment
• Educated to GCSE Standard at Grade C or above in Mathematics and English or equivalent
• Level 3 Qualifications e.g. A levels, NVQ3, BTEC certificate or diploma or apprenticeship or equivalent experience. (Equivalent experience constitutes the applicant being able to demonstrate through interview or application from the following, Ability to deliver a high standard of customer service and effectively administrate case management processes, together with the knowledge and experience of the design, analysis and production of some management information including the design and development and application of new administration systems

As an employer, we value the contribution that every individual makes to the success of the organisation, and we are committed to the NHS People Plan’s and our own Trust’s shared priority of "Looking after our People" by supporting the health and wellbeing of our employees. This includes those who may face barriers and disadvantages when applying for a role, carrying out their role or progressing their career at Yorkshire Ambulance Service NHS Trust due to a disability, impairment, long term health condition or neurodivergence. The Trust can provide various workplace adjustments which will support employees and candidates to overcome those barriers.

A s an applicant, it’s important that you have the time, resources and space to fully participate. We want to support you in showing your skills, values and competencies at every stage of the recruitment process. Please contact us via email [e-mail] if you need any further support or adjustments with your application.

Yorkshire Ambulance Service NHS Trust is committed to having a diverse and inclusive workforce which reflects the communities and patients we serve across the Yorkshire region. Our ambition is to work together to promote a more inclusive environment, which attracts candidates from all sections of the community and signals our commitment to embracing diversity and promoting inclusivity.

As an inclusive organisation we welcome applicants irrespective of people’s age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We particularly encourage applications from people who are underrepresented within our sector, including people with lived experienced from Black, Asian and minority ethnic backgrounds, people from the LGBT+ community, people with caring responsibilities and people with disabilities. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process, for applicants who meet the essential criteria for the job vacancy, and consideration of reasonable adjustments for people who have a disability under the "Disability Confident Scheme".

Please note that the salary range stated in advertisements is calculated on a pro-rata basis if the vacancy is part-time. For zero-hours/bank worker positions, this is calculated on an hourly basis.

Please note that certain benefits may differ for zero hours (bank) workers, including annual leave entitlement which is calculated in line with Working Time Directive regulations.

Disclosure and Barring Service

Yorkshire Ambulance Service NHS Trust is committed to safeguarding & promoting the welfare of children & vulnerable adults. Many of our posts are subject to a Disclosure & Barring Service check (DBS). Should this position be subject to a DBS check the cost will be recovered from your salary as a one-off payment. Currently the charges made by the Disclosure and Barring Service (incl. application fee) are £46.70 for an enhanced check and £25.70 for a standard check.

Any correspondence regarding an application will be sent electronically via the Trac Jobs Website to the email address that was provided at the time of the application. It is important, therefore, that you read your emails on a regular basis and respond as necessary.

Please note, the selection processes at Yorkshire Ambulance Service are in place to ensure we recruit candidates with the right skills and values, please be advised that the use of Artificial Intelligence (AI) in applications are monitored. We remain vigilant against candidates who misuse these tools to generate an application that doesn’t accurately reflect their skills, and you will be required to declare on your application if AI has been used before submitting your application.

Our values underpin everything we do and how we do it; Kindness, Respect, Teamwork, Improvement.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Name Hannah Makinson Job title Senior Patient Relations Advisor Email address [e-mail] Additional information

For more information please contact Hannah Makinson between the hours of 8.30am-4.30pm, Mon-Fri.