Patient Experience Co-ordinator - Huntingdon, United Kingdom - North West Anglia NHS Foundation Trust
Description
To provide comprehensive support to the respective Division(s) to allocate, chase, collate and formally respond in writing to patients, their relatives and/or external parties to all complaints received into the Division.
Directly manage and respond to highly complex and sensitive complaints liaising with the complaints department and provide expert support and advice to ensure thorough investigations against NHS Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Procedure.
To support senior members of staff and all wards and departments to enable timely and high quality investigations and responses.
Line Management responsibility (TBC)
To undergo training as necessary to meet the needs of developing the complaints process and ensuring sufficient information is obtained to aid the completion of complaint responses
To perform all allocated complaints tasks required to meet the needs of the Division.
Key links with:
- Senior Management Team: Clinical Director, Divisional Director, Divisional Operations Director Associate, Clinical Directors, Operational Lead, Lead Nurses, Matrons, Ward Managers,
- Consultants and Medical staff within the Trust
- Complaints Department
General administrative duties, as required, to include:
- Retrieval of patient notes as requested
- Accurate update of spreadsheet at all times to ensure 'true reporting' position.
- Ensuring systems are in place for prompt monitoring of deadlines and bringing to the attention of the Deputy Divisional Operations Director or noncompliance of deadlines.
- Compiling/typing up of complaint response letters ensuring they are grammatically correct and to a high quality.
- Compiling and maintaining both electronic folders and paper copies ensuring all correspondence including statements are saved and logged.
- Accurate filing of information.
- Presentation of letters for signature.
- Timely distribution of response complaint letter to the Complaints Department ensuring these are received within the deadline dates applied.
- Distribution and archiving of completed responses
- Show awareness of the principals of Health and Safety at Work and Manual Handling Guidelines.
- Adhere to all administration standards
We are committed to ensure a work-life balance to all our staff by offering full time and part time roles, flexible working hours on a shift pattern to fit around your family life.
27 days annual leave for new starters, rising to 29 days after five years of service and 33 days after 10 years of service, plus 8 Bank Holidays (pro-rata for part time staff);
NHS Pension Scheme:
Flexible working opportunities;
Increased hourly rates for unsociable hours e.g. night shifts, weekends, bank holidays;
Career development and training;
Wellbeing support and activities;
In-house physiotherapy Service;
On-site canteens with subsidised meals;
Subsidised staff parking (currently free).
Free Stagecoach Bus Travel to and from work within Cambridgeshire and Peterborough
Resource Management
The post-holder takes an active role in identifying resource issues and maintaining equipment
2.1 To be aware of resource issues in the use of equipment and resources.
2.2 To identify areas of need as required.
2.3 To be responsible for the safe and effective maintenance of equipment relevant to the area of work.
Teamwork
The post-holder will maintain good working relationships with staff within the Directorate and in other Trust Departments.
3.1 Work flexibly and liaise with Senior Management Team and Divisional Team Administrator to maintain and ensure smooth running of the complaints process, gaining additional skills as required.
3.3 Be aware of workload and pressures within other areas enabling support and encouragement to be given to the team as necessary.
Forward Planning
- Maintain an accurate and uptodate spreadsheet of open complaints ensuring thorough investigation and information is available to support the data and reasons for noncompliance.
- Ensure reporting information is collated and available in a timely fashion
- This job description provides an outline of the tasks, responsibilities and outcomes required for the role. The job holder will undertake any other duties that may be required which are consistent with the grade and responsibility of the post.
- All staff have a responsibility to participate in the Trusts MPA (My Performance Appraisal) scheme and to contribute to their own development of any staff that they are responsible for appraising.
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