Job summary
The post holder will work within the Patient Experience Team and will be responsible for contributing to the management of the Patient Advice and Liaison Service (PALS) as a member of the team.
This involves providing an efficient and confidential day-to-day advice and co-ordination of responses to service users, carers, stakeholders and others who contact the Trust as well as managing and manning the PALS telephone and email systems.
There will be daily interactions with patients and other members of the public via telephone and email which will require exceptional customer care skills and expertise.
Main duties
* Work within the PALS team as a contact point for enquiries and complaints about the Trust.
* Ensure that all contacts and outcomes are recorded and learning points are recognised and shared.
* Be responsible for providing information and arranging investigations relating to complaints.
* Compile documents to support complaint investigation and draft letters from the investigators findings to respond to the complainant. Ensuring that the complaint has been answered that the language used to communicate the findings is appropriate for the audience and effectively communicates the findings.
* Provide support with reporting of patient experience information and data analysis of themes and trends relating to surveys and complaints.
* Ensure systems and processes are maintained that provide timely and high quality responses.
* Provide general project and administration support for the Patient Experience Team, including patient survey designs, inputting data/information and development of relating processes.
About us
Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.
There's one reason why our services are outstanding - and that's our amazing staff who, for the seventh year running, rated us incredibly highly in the national staff survey.
If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.
Qualifications and Training
Essential
* NVQ level 4 or equivalent Diploma in administration or IT subject or experience which demonstrates this
Desirable
* Complaints/concerns handling training course
* Patient Experience related qualification or training
Experience
Essential
* Previous secretarial or administrative experience
* Previous experience of handling patient experience related matters
* Use of IT systems including MS Word, Excel, Outlook
* Significant experience of working in a service user facing role, including resolving concerns and challenging conversations
Desirable
* Previous use of Datix
Knowledge and Skills
Essential
* Excellent interpersonal skills including verbal and non-verbal communication, sensitive and accurate listening and note taking
* Accurate keyboard skills and ability to communicate through IT using packages such as Word, Outlook, Excel, the web also for MS Access data entry and analysis
* Excellent time management and prioritisation skills
Desirable
* Knowledge of the NHS and how it works
Disclosure and Vetting
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Cambridgeshire Community Services NHS Trust
Unit 7/8 Meadow Park
Meadow Lane
St Ives
PE27 4LG
Employer's website: https://www.cambscommunityservices.nhs.uk/careers
Job locations
Unit 7/8 Meadow Park, Meadow Lane, St Ives, PE27 4LG
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