Patient Experience Administrator - Warwick, United Kingdom - South Warwickshire University NHS Foundation Trust

South Warwickshire University NHS Foundation Trust
South Warwickshire University NHS Foundation Trust
Verified Company
Warwick, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
This is an opportunity to work in the Patient Experience Team as a Patient Experience Administrator.

You will be able to bring your skills to the team who work together in order to assist patients, relatives, carers with their enquiries and help resolve any problems or concerns they have.


The role of Patient Experience Administrator will support the co-ordination of the concerns and complaints procedure and will involve liaising with staff, patients and relatives as well as monitoring adherence to timescales and preparing reports.

The post holder will require excellent customer service, communication and organisational skills with attention to detail.

The work involves dealing with people at who may be going through a difficult time in their lives and you must be able to complete the necessary tasks whilst acting in a caring and compassionate manner.

For further information please contact Jareth Knell, Patient Experience Administrator on extn 8013.

Provide admin support and coordination of the Trust's complaints procedure using Datix management system.

Come and join a Trust rated Outstanding by the CQC.

South Warwickshire University NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.

In addition our staff survey results have placed us 4 th in the country for recommended place to work.


We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county.

We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.

Our values can be summed up in one sentence. We are 'Trusted to provide safe, inclusive, effective and compassionate care'.

Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work.

It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.

Provide high quality administration and secretarial support to the Patient Experience Team.

Produce correspondence to a high standard, using a range of MS office software products.

Be responsible for inputting compliments received onto the Trust's computer system (DATIX).

Prepare data for monthly and quarterly patient experience reports and any ad hoc report requests received. Provide data for the annual report as requested.

Acknowledge receipt of formal complaints in 3 working days and enter the complaint information on the Datix system.


Support with sending out of complaint responses when confirmed by the Patient Experience Officer, close the complaint on Datix ensuring all findings, recommendations and regrading are recorded accurately.

Organise copies of correspondence and/or healthcare records and ensure these are sent to the appropriate Directorate, Lead Investigator or external sources in line with the Information Governance Policy.

Support with maintaining accurate records on Datix of PALS contacts, compliments, hospital bereavements, formal and informal complaints.


Arrange meetings as requested by members of the Patient Experience Team, liaise with the Complainant / PALS contact / Bereaved family member.

Send out confirmation of meeting and arrange where to meet Complainant / Contact, and escort to meeting room. Arrange for car parking ticket where applicable.

Ensure recording device is set up for meetings or if necessary take and transcribe notes of meetings when required. Download recordings onto disc and save in Patient Experience shared drive in the appropriate section, send disc to complainant.

Locate, obtain and track medical records using LORENZO system.


Be responsible for managing an effective system of filing, scanning of documents and organise annual archive of paper complaint files.

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