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    Senior Relations Manager - Wakefield, West Yorkshire, United Kingdom - Yorkshire Ambulance Service NHS Trust

    Yorkshire Ambulance Service NHS Trust
    Yorkshire Ambulance Service NHS Trust Wakefield, West Yorkshire, United Kingdom

    1 week ago

    Default job background
    Part time
    Description

    Are you a highly adaptable, experienced NHS complaints professional? Yorkshire Ambulance Service is looking for a dynamic and enthusiastic Patient Relations Manager following the retirement of the previous post holder.


    The post holder will ensure we have exceptional standards of complaint responses and customer care when dealing with people who are giving us feedback.


    You will work with the Head of Nursing and Patient Experience to embed a culture of learning from feedback and ensure our patient experience framework comes to life and allows us to proactively engage with learning from complaints, concerns, comments and compliments.


    The Patient Relations Manager is a highly influential role in the organisation and requires exceptional communication skills and the ability to obtain, use and report data to senior leaders to support improvements and learning.

    Working with a high degree of autonomy, ensure YAS receives and responds to patient and public feedback in a timely and responsive way, in accordance with the Trust's procedure on complaints, concerns, comments and compliments (Four Cs)
    To ensure that patients, carers, members of the public and colleagues from other health service organisations know how they can contact YAS to make a complaint, express a concern, make a comment or make a compliment
    To provide day to day management of the Patient Relations Department, ensuring staff's health and wellbeing is considered and supported
    To work in partnership with other colleagues in the Quality and Professional Standards Directorate to deliver Directorate work programmes and objectives

    Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.

    We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.

    We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.

    Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl.

    hybrid working.


    Benefits:


    o Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)o 27 days annual leave, increasing to 33 with service.o Contributory Pension.o NHS Discounts including shops, restaurants, gyms etc.o Car lease and other salary sacrifice schemes.o Dedicated employee assistance and counselling service.o Opportunities for research participation, career progression and ongoing development.o Well respected, committed and supported staff networks for our workforce.


    To ensure that YAS is compliant with NHS Litigation Authority, Care Quality Commission, PHSO and other regulatory body standards for complaints management.

    To monitor themes and trends in cases reported and understand how these relate to operational and clinical performance putting this information into management reports.

    To develop and maintain excellent working relationships with colleagues across YAS, (in particular those in the operations directorate, 111, EOC, PTS and A& E) to achieve serviceimprovements and recognise good practice based on learning from feedback from patients, and their families
    Be the nominated Information Assets Owner (IAO) for the identified information assets of the Patient Relations Team working closely with the other Trust IAOs and managing the Information Asset Administrators (IAAs)
    Demonstrates commitment to and enthusiasm for, high quality patient experience and customer service
    Extensive knowledge of NHS complaints processes and procedures including financial remedy and PHSO involvement
    Able to demonstrate an excellent working knowledge or the Trusts regulatory and legislative responsibilities
    Able to use and analyse data to support report writing for high level meetings
    First line management qualification or equivalent management or supervisory experience
    Experience of dealing with complaints/customer relations
    Experience of delivering service improvement projects.
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