Patient Relations Coordinator

NHS; Wakefield; Hybrid; GBP 29,000 - 37,000; Full time

Job summary

The NHS seeks a Patient Relations Coordinator at Yorkshire Ambulance Service HQ. The role involves managing complaints, providing feedback, and collaborating with senior managers. Strong communication skills and a degree are essential. Flexible working arrangements available post-training.

Benefits

Flexible working including part-time hours

27 days annual leave

Contributory pension scheme

NHS discounts

Dedicated employee assistance service

Qualifications

• Educated to degree level or equivalent experience required.
• Excellent written and verbal communication skills are essential.
• Experience with NHS Complaints Procedures is necessary.

Responsibilities

• Manage all verbal and written contact with complainants.
• Conduct complaint investigations and manage a busy caseload.
• Ensure timely responses and maintain high-quality records.

Skills

Time Management

Written Communication

Oral Communication

Conflict Management

Education

Degree or equivalent experience

Job description

Job summary

Patient Relations Coordinator

Springhill 1, Yorkshire Ambulance Service (YAS) HQ

The role of Patient Relations Coordinator, is based at Springhill 1, YAS HQ with potential for 2-3 days per week working from home following the training period.

The successful candidate will play a key role in the Patient Relations Team which is part of the Quality and Professional Standards Directorate.

The post holder will be primarily carrying out complaint investigations and being the named point of contact for the complainant. You will be responsible for managing a busy caseload, liaising with senior managers to agree outcomes and responses to complaints and to ensure the relevant actions are taken within the service to achieve learning and service development as a result of feedback from patients and the public.

Main duties of the job

The Patient Relations Coordinator will manage all verbal and written contact with complainants and maintain high quality records of all investigations and correspondence ensuring that regulatory and contracted time targets are met, and complainants are kept adequately informed of progress throughout the period of investigation.

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

About us

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.Benefits:o Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)o 27 days annual leave, increasing to 33 with service.o Contributory Pension.o NHS Discounts including shops, restaurants, gyms etc.o Car lease and other salary sacrifice schemes (salary dependent)o Dedicated employee assistance and counselling service.o Opportunities for research participation, career progression and ongoing development.o 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

Details Date posted

18 June 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£29,970 to £36,483 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

174-PRC-180625

Job locations

Springhill 2

Brindley Way

Wakefield

WF20XQ

Job description Job responsibilities

The post is full time (37.5 hours per week), Monday-Friday, typical working hours are 8.30am-4.30pm.

If you have any questions regarding the role contact Vicky Secka at [e-mail] no later than Friday 27 June 2025.

Interviews will be held on the 14 July

Job description Job responsibilities

The post is full time (37.5 hours per week), Monday-Friday, typical working hours are 8.30am-4.30pm.

If you have any questions regarding the role contact Vicky Secka at [e-mail] no later than Friday 27 June 2025.

Interviews will be held on the 14 July

Person Specification Qualifications Essential

• Educated to degree level or equivalent level of experience

Skills and Competencies Essential

• Ability to deal with an unpredictable workload ensuring key priorities and deadlines are met through effective time management
• Excellent written & oral communication skills
• Competent in Microsoft Office applications including Word, PowerPoint and Excel
• Experience of and the ability to manage inter professional conflict, differences of opinion and difficult situations

Experience Essential

• Experience of working with NHS Complaints Procedures

Person Specification Qualifications Essential

• Educated to degree level or equivalent level of experience

Skills and Competencies Essential

• Ability to deal with an unpredictable workload ensuring key priorities and deadlines are met through effective time management
• Excellent written & oral communication skills
• Competent in Microsoft Office applications including Word, PowerPoint and Excel
• Experience of and the ability to manage inter professional conflict, differences of opinion and difficult situations

Experience Essential

• Experience of working with NHS Complaints Procedures

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details Employer name

Yorkshire Ambulance Service NHS Trust

Address

Springhill 2

Brindley Way

Wakefield

WF20XQ

Employer's website

https://www.yas.nhs.uk/ (Opens in a new tab)

Employer details Employer name

Yorkshire Ambulance Service NHS Trust

Address

Springhill 2

Brindley Way

Wakefield

WF20XQ

Employer's website

https://www.yas.nhs.uk/ (Opens in a new tab)