Are you an excellent communicator, with good listening and people skills? Can you work on your own initiative and be tenacious yet tactful in solving problems? Are you comfortable talking to people who may be distressed? Do you have experience working in customer services? If this sounds like you, the Patient Support & Complaints Team (PSCT) at The Royal United Hospital is looking for an energetic and committed individual to join the team.
Key Responsibilities:
1. Work closely with the PSCT service to provide a professional, compassionate, and supportive service to complainants, patients, their families, carers, and other visitors to the hospital.
2. Support the PSCT Manager and Head of Complaints in the continuous development of the PSCT service to build a responsive and flexible service to meet the needs of complainants, patients, and their families.
3. Manage individual concerns and complaints from receipt to response and local resolution.
4. Record complaints and concerns accurately on the Trust's incident reporting and risk management system, DATIX.
5. Assist the PSCT Administrator with difficult and contentious contacts.
6. Proactively gather patient feedback by visiting patients on wards and collaborating with staff to provide real-time resolutions to concerns.
Candidate Profile:
We are looking for an enthusiastic, flexible person who is passionate about patient care and safety and enjoys a busy working environment. Experience in handling difficult discussions and situations with positive outcomes is essential. Experience in a busy customer service environment, whether within the NHS or elsewhere, will be advantageous.
About Us:
At the RUH, we pride ourselves on putting people at the heart of everything we do, working together as one team to make a difference for our patients, colleagues, and community. We value everyone's contribution in supporting our exceptional, person-centered care.
We are committed to creating a compassionate and inclusive environment, with staff networks that celebrate successes and foster learning. We believe diversity makes us stronger and champion kindness and civility.
Our Culture and Benefits:
We promote a culture of learning, development, and innovation. We support your career growth and well-being through a comprehensive staff support program, including physical, emotional, spiritual, and financial well-being initiatives. Our facilities include a staff pool, and we encourage you to learn more about living and working in the historic city of Bath, our staff benefits, and our healthcare innovations like the Dyson Cancer Centre.
#J-18808-Ljbffr