Patient Relations Officer

Royal Wolverhampton NHS Trust; Wolverhampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare provider in Wolverhampton is seeking an enthusiastic candidate to coordinate Patient Advice and Liaison Services (PALS). This role involves managing the complaints process and ensuring compliance with statutory regulations while advocating for patient and carer involvement in service improvements. The ideal applicant will demonstrate excellent customer service and communication skills, engaging with colleagues and patients across multiple hospital sites. Flexible working arrangements are available, reflecting the Trust's commitment to a diverse workforce.

Benefits

Flexible working arrangements

Supportive working environment

Qualifications

• Strong communication and interpersonal skills essential for team collaboration.
• Flexibility in working hours to meet patient needs.
• Ability to manage compliance with policies and regulations.

Responsibilities

• Coordinate the Patient Advice and Liaison Services (PALS).
• Manage the complaints and concerns process.
• Liaise with staff across multiple hospital sites.
• Gather and use patient feedback to improve services.

Skills

Excellent customer service

Communication skills

Interpersonal skills

Flexibility

Passion for patient involvement

Job description

To be the operational link with the relevant directorates and divisions to drive forward continuous improvement from the various methods of patient experience data.

To co-ordinate the Patient Advice and Liaison Services (PALS) and the Statutory complaints process and designated responses, ensuring that both operate in accordance with the Department of Health's vision for a patient-centered NHS.

Main duties of the job

• The post holder will need to have a positive and forward-thinking approach with excellent customer service, communication and interpersonal skills and the ability to work flexibly as part of a dedicated team which includes Equality & Diversity.
• They will liaise with staff from all departments across 3 hospital sites (RWT/Cannock/West Park) and will have personal and telephone interaction with colleagues, stakeholders and patients and/or their families or representatives.
• The successful candidate needs to be passionate about the involvement of patients and carers and in the gathering and use of feedback to improve the experience and care of our patients.
• The post holder will be responsible for ensuring compliance with RWT policy and statutory regulations, manage the complaints and concerns process and provide easily accessible customer services to the local community, working closely with RWT and other team members.

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We're passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.

We are delighted that we have been rated as "Good" by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.