Patient Services Officer - Manchester, United Kingdom - NHS Greater Manchester Integrated Care

NHS Greater Manchester Integrated Care

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

JOB PURPOSE The purpose of this role is to provide a high-quality patient service that is accessible to all.

The post holder will be responsible for handling general concerns and enquiries (PALS enquiries), complaints, claims and MP queries from the point of receipt through to successful resolution, acting at all times in accordance with internal policies and relevant legislation.

The role will involve working closely with a variety of people including patients, carers, advocates, healthcare professionals, solicitors, administrative staff and Chief Officers.

This will span a variety of organisations including partners, healthcare providers, local authorities, emergency services, NHS Litigation Authority and regulatory bodies (such as the Parliamentary and Health Service Ombudsman and the Information Commissioners Office).

The post holder will be required to receive, interpret and communicate what can sometimes be highly emotive and complex information and this will be done with sensitivity and professionalism.

With an attention to detail, the post holder will ensure that issues and concerns are meticulously investigated. Every concern received is an opportunity to review the care and services that are delivered to patients. Therefore, an important part of the role is to maximise opportunities to learn from the experiences of patients.

Where an investigation has identified that lessons need to be learnt, the post holder will oversee the implementation of action plans and ensure that this learning is disseminated for the benefit of others.

The post holder will also provide information and support to the Patient Services Manager as required, representing Patient Services at case meetings and with the production and presentation of formal reports to committee meetings.

KEY DUTIES AND RESPONSIBILITIES Provide information and advice on how to raise a comment, compliment, concern or complaint. Act on the patients behalf to resolve the concern as quickly as possible.

Provide support and advice through the formal complaints process, investigating the issues identified and liaising with the Patient Services Manager throughout.

Adhere to best practice as required of the Department of Health complaints procedure Making Experiences Count and locally agreed protocols.

Promote conciliation as part of local resolution, providing support and advice to independent conciliators and clinical advisers and complainants. Arrange conciliation meetings and hearings as appropriate and prepare case papers as required, including clinical records.

Advise complainants, staff and practitioners of their statutory rights regarding complaints, interpreting guidance and regulations in a clear, concise and helpful manner.

Provide appropriate oral responses to complainants, practitioners and other individuals requiring information about the NHS complaints procedure. Provide help and advice about how to complain and where to obtain independent support. Maintain existing network arrangements with colleagues in other areas.