Role Overview
We are offering an exciting opportunity to be part of the Patient Experience Team.
Within the Group, the Patient Feedback Team and Patient Advice and Liaison Service (PALs) work closely as core elements of both teams.
The Patient Experience Officer post will work independently within both of these areas, with support when required, within clear organisational procedures and policies.
Key Responsibilities
The postholder will support the provision of a robust and effective Patient Advice and Liaison Service (PALS) within the Group. They will respond to routine matters of concern raised by patients and the public, providing advice, support, and direction to ensure issues are resolved quickly and efficiently. They will also support the development of capturing real-time patient feedbackengaging in 1:1 interview with patients in a variety of settings, and the information gathered will provide in-depth feedback which will be utilised to improve patient experience. Data collection and reporting, including Friends and Family Test, will be an essential part of this role.
Utilising excellent communication skills is central to the post and being able to identify quality and safety issues when speaking with patients is essential.
This role is a combination of being office based and attending multiple clinical areas for prolonged periods on a daily basis, therefore there is physical activity required.
Qualifications & Skills
We are looking for an individual with outstanding communication abilities, and who are experienced in providing outstanding customer care. Excellent interpersonal skills, a friendly approach, enthusiasm and motivation are all required for this post.
Previous experience of working with an emphasis on customer service would be desirable, as this post entails handling patient feedback. At times this feedback may be challenging and distressing and candidates will need to evidence skills and abilities to manage these situations. We require the candidates to be able to manage their own timescales, whilst working as part of a wider team. Our expectation is that the candidate should be able to work independently, with access to supervision, and be able to problem solve on a daily basis.
The candidate will need a range of computer skills, and be able to create and manage excel documents for reporting purposes. This a creative role and previous experience with computer design programs would be an advantage, ie Canva, Microsoft Forms.
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