Quality Administrator - Plymouth, United Kingdom - University Hospitals Plymouth NHS Trust

University Hospitals Plymouth NHS Trust

Verified Company

Plymouth, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

This role will be based within the Patient Experience Team, which is responsible for PALS, Complaints, Bereavement Services, Interpreters, Patient Information, Patient Surveys, Patient Engagement and Volunteers.

The team is looking for an enthusiastic and motivated person to join our PALS team on a 12-month fixed term basis to cover the one of the Band 3 roles whilst that person steps up into the Team Leader's position to cover the Maternity leave.

This role is a Band 3.

Excellent communication, organisational and interpersonal skills together with a high level of emotional resilience are essential for this post.

In addition, you will be required to handle challenging situations and be able to demonstrate a compassionate approach to the needs of patients, carers and members of the public who require assistance through PALS.

Previous experience of dealing with patient concerns and enquiries is preferred.

To handle concerns raised through PALS locally from receipt to resolution within specified time limits. Liaise with complainants and staff to ensure concerns are resolved in a timely way.

Keep Datix updated with progress and actions to enable analysis of trends and reporting. Liaise with staff at all levels within the Trust, and with external groups. Take a role in training Trust staff on dealing with concerns and PALS. Assist in the reporting to relevant committees regarding PALS concerns within the Trust.

We are a small cohesive team who pride ourselves on our inter-team communication and support for each other. By doing this, we can be the best team possible to help those that contact us for assistance.

The work is varied and fast paced and you will experience huge satisfaction in helping people that need it.

Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.

Work as a key member of the PALS team resolving enquiries from patients, carers, relatives and members of the public. Role to include data entry, registration of queries, concerns and compliments and liaising with Service Line teams across the Trust to achieve early resolution of patient/carer enquiries.
Deal with general enquiries from patients and members of the public on any matter relating to Trust services, ensuring that appropriate information is provided; answers the questions presented in a format appropriate to the enquirer and recorded so the Trust can make any subsequent and necessary improvements.
Use the Patient Information Management System in support of PALS and Bereavement activities; for example, patientrelated enquiries, medical notes tracing, deceased patient information.
Use the Datix system to record all enquires received through PALS, enabling accurate and timely reporting of activity.
Make appointments for patients and their representatives to discuss matters of concern and liaise with Service Line teams.
Undertake general office duties such as typing of reports/letters, filing, data input, answering telephones via the Netcall telephony system, photocopying/scanning, preparing papers for meetings, managing post.