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    Senior Relations Manager - Wakefield, West Yorkshire, United Kingdom - Wales Medicines Strategy Group

    Wales Medicines Strategy Group
    Wales Medicines Strategy Group 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

    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.
    Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)


    • 27 days annual leave, increasing to 33 with service.
    • Contributory Pension.
    • NHS Discounts including shops, restaurants, gyms etc.
    • Car lease and other salary sacrifice schemes.
    • Dedicated employee assistance and counselling service.
    • Opportunities for research participation, career progression and ongoing development.
    • 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 service improvements 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.

    Yorkshire Ambulance Service NHS Trust is committed to having a diverse and inclusive workforce which reflects the communities and patients we serve across the Yorkshire region.

    Our ambition is to work together to promote a more inclusive environment, which attracts candidates from all sections of the community and signals our commitment to embracing diversity and promoting inclusivity.

    As an inclusive organisation we welcome applicants irrespective of people's age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

    We particularly encourage applications from people who are underrepresented within our sector, including people with lived experienced from Black, Asian and minority ethnic backgrounds, people from the LGBT+ community, people with caring responsibilities and people with disabilities.

    We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process, for applicants who meet the essential criteria for the job vacancy, and consideration of reasonable adjustments for people who have a disability under the "Disability Confident Scheme".

    Please note the salary range stated in advertisements is calculated on a pro rata basis if the vacancy is part time.

    Yorkshire Ambulance Service NHS Trust is committed to safeguarding & promoting the welfare of children & vulnerable adults.
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