Patient Safety, Carer and Community Officer

Rotherham Doncaster & South Humber Foundation Trust; Doncaster; On-site; GBP 29,000 - 37,000; Part time

Job summary

An exciting opportunity awaits to join a dedicated team focused on patient safety and community care. As a Patient Safety, Carer, and Community Officer, you will play a vital role in supporting patients and their families, ensuring their voices are heard and their concerns addressed. This position involves managing inquiries, resolving issues, and fostering a compassionate environment for all. Join a forward-thinking organization committed to enhancing the quality of care while valuing the contributions of its staff. If you are passionate about making a difference in healthcare, this role is a perfect fit for you.

Qualifications

• Degree level education or equivalent experience is required.
• Strong communication skills and empathy are essential.

Responsibilities

• Act as the key contact for patients and families seeking information.
• Manage and analyze complaints and incidents effectively.
• Support learning from patient feedback and incidents.

Skills

Excellent written and spoken English

Good communication and interpersonal skills

Empathy

Ability to deal with distressed patients/relatives

Education

Educated to degree level or equivalent experience

Job description

Employer: Rotherham Doncaster and South Humber NHS Foundation Trust

Employer type: NHS

Site: Tickhill Road Hospital

Town: Doncaster

Salary: £29,970 - £36,483 per annum

Salary period: Yearly

Closing: 06/02/2025 23:59

Interview date: 17/02/2025

Patient Safety, Carer and Community Officer

NHS AfC: Band 5

Job overview

An exciting opportunity has arisen to join the newly formed Patient Safety, Carer, Community Team at RDaSH. The Patient Safety Carer Community Officer role will work across the breadth of the team portfolio, supporting the investigation and learning from complaints & patient safety incidents; and be the first point of contact for patients and families raising concerns or wanting information on services.

As a Trust, our focus is the delivery of the 2023 – 2028 Clinical and Operational Strategy focused on the care and support we give to our patients, their families, and our communities. To do this, we continually seek to understand the experiences of our patients, carers, and relatives.

Working closely with the five RDaSH care groups and corporate teams to fully engage patients and their families, ensuring we listen to and act on their valuable feedback and concerns. Being open when a patient safety incident happens and ensuring learning and improvement action is taken.

We are recruiting 3.0 wte Patient Safety Carer Community Officers (part-time working will be considered) and looking for team members who have the following attributes:

• A good team player
• Excellent communicator both written and verbal
• Highly organised and works well within a process
• A completer/finisher with good attention to detail
• Patient, family, carer focused engaging with them compassionately

Main duties of the job

• Be the key point of contact for patients, their representatives, and the general public who want information about Trust services. This will involve managing requests for information submitted in person, by telephone, email, letter, or Trust feedback form.
• Be responsible for listening, understanding, and analysing problems, questions, or requests being presented by patients and their representatives, the public, and staff. Assess individual situations to differentiate between issues that can be resolved on the spot and those that warrant further investigation or resolution.
• Resolve patients' concerns quickly and effectively and negotiate solutions to ensure practical and appropriate advice and support is given.
• Be the main interface for individuals wishing to make an informal or formal complaint, exercising good listening skills, empathy, and firmness, together with an ability to know when a situation needs escalation.
• Manage the complaints & incidents database, ensuring that requests for information are correctly entered and maintained, that reports on requests are run, and trends analysed and acted upon.
• Under the direction of the Patient, Carer, Community Practitioner, support the capture and sharing of the learning from incidents, compliments, complaints, and patient/family feedback.

Working for our organisation

Rotherham Doncaster and South Humber NHS Foundation Trust (RDaSH) employs around 3700 talented colleagues who are very much appreciated, valued, and respected.

We have a wide portfolio which includes mental health, physical health, learning disability, and drug and alcohol services.

We are passionate about enhancing the quality of our service and we work hard to attract and select the right colleagues for our organisation. Our goal is to employ those who share our passion for providing first-class care while remaining committed to our vision and values.

Detailed job description and main responsibilities

Please view the attached job description and person specification to view the full details about the role.

Person specification

Qualifications

• Educated to degree level or equivalent experience

Skills

• Excellent standard of written and spoken English
• Good communication and interpersonal skills including the ability to listen and communicate effectively verbally and in writing.
• Empathy, ability to deal with distressed patients/relatives

We welcome applications from individuals who may require sponsorship [if eligible] under the skilled worker or health & care visa route. Please note, not all vacancies are eligible for sponsorship.

Before applying, you can make a self-assessment of potential eligibility for sponsorship using the criteria for the skilled worker visa under the UK’s point’s based immigration system here: https://www.gov.uk/skilled-worker-visa

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: Natasha Collinson

Job title: Patient Safety, Carer and Community Practitioner

Email address: [emailprotected]

Telephone number: 07970 367646