NHS Jobs
Location
King's Lynn, Norfolk | United Kingdom
Job description
For further details about this post, please see the attached job description and person specification. To support the provision of a personal, visible and accessible Customer serviceTo accurately record all contacts, interventions and outcomes onto the Trust risk management database.To be responsible for escalating a concern where patient safety is at riskTo receive concerns, compliments and feedback from patients, carers, families and visitorsTo provide impartial advice and information to patients, carers and visitors to the TrustTo undertake the work as done administration of complaints received by the Trust.To assist in the promotion of the service both internally and externally to the organisation.Communication To assist and respond appropriately to patients, families, carers and visitors, both on the telephone and in person in a tactful, compassionate, and confidential manner. To provide non-clinical advice to patients, relatives, and carers regarding the NHS Complaints process. Provide a 'front-line' problem solving facility by:Complaints & PALS Assistant B3The Queen Elizabeth Hospital Kings Lynn NHS Foundation Trust September 2023a. Dealing with the concerns of patients, families carers and visitors received both on the telephone and face to face.b. Communicating effectively with the public and staff alike at all levels. To advise complainants of the options open to them when making a complaintPersonal and People Development To support the Complaints Service delivering training on complaints handling, including participating in complaints and PALS awareness training for specific Departments as requested. To work with all bands of staff throughout the Trust to raise their awareness of the support offered by the Complaints Service and the formal complaints procedure. To develop proactive working relationships with other staff employed within the Patient Experience Directorate to support and facilitate the development of a safety culture within the Trust. To support the Complaints Service in delivering dayto-day responsibilities.Health, Safety and Security To attend all mandatory training sessions, including Health & Safety, Back-care and Fire. To support the Departmental Risk & Governance LeadsService Development To support the Complaints Service with administrative support with the policies and processes to meet the standards as outlined in Healthcare Commissions 'Standards for Better Health', the National Health Service Litigation Authority (NHSLA) Standards and the Health Service Ombudsman's 'Principles for Good Complaint Handling'. To ensure that each individual complaint has a Complaints Risk Management Form and on completion of the investigation, the complaint risk assessment is fully completed, and the data recorded onto the Complaints Module of the Risk Management Database in order to ensure that future analysis of complaint data is as accurate as possible. To immediately bring any complaints assessed as high to the attention of the Complaints Officer / Manager in order that any risk implications can be explored in line with the Trust's Risk Management Policy. To accurately record any changes to practice or lessons learned as a result of complaints onto the appropriate Risk Management Database module in order to support organisational leaning and service improvement Obtaining feedback from patients and carers to support service improvements via satisfaction audits.
Job tags
Salary
£22.82k - £24.34k per annum