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Patient Experience and Complaints Support Officer - Birmingham, United Kingdom - Castlefield Recruitment

Castlefield Recruitment

Verified Company

Birmingham, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Castlefield Recruitment are currently working with an NHS organisation based in the West Midlands who require a Patient Experience and Complaints Support Officer to join them on a temporary basis for the next two months.

This is a great opportunity for somebody with prior experience in Complaints and Patient Experience within the NHS to gain excellent experience working within a busy complaints team.

The post holder will:

Proactively lead the Patient Advice and Liaison Service (PALS) function of the CCG's patient experience and complaints team, resolving concerns in a timely manner
Gathering and interpreting qualitative and quantitative data in relation to PALS enquiries
Supporting the delivery of the CCG's patient experience work plan, along with the communications and engagement strategy, and associated action plans
To assist with the case management of all complaints allocated by the complaints manager, working to national and local protocols, policies and procedures.
Providing support to the complaints manager, in respect of management of complaints.
Provide assistance to investigate and generate responses to complaints in a timely manner, as allocated according to severity and skill mix within the team; gathering relevant, detailed and accurate evidence to enable formulation of a response to agreed standards using agreed templates.
To handle complaints and enquiries in a polite, sympathetic and empathetic way, giving reassurances that all enquiries will be handled in confidence.