Employer: University Hospitals of Morecambe Bay NHS Foundation Trust
Employer type: NHS
Site: Across Bay Town Barrow-in-Furness
Salary: £29,970 - £36,483 Per Annum
Salary period: Yearly
Closing: 19/01/2025 23:59
Patient Relations Case Officer
Band 5
''Creating a great place to be cared for and a great place to work''
The University Hospitals of Morecambe Bay has a firm commitment to strengthening the diversity of our workforce, and therefore welcome and encourage applications from likeminded people who can support our ambition to become effortlessly inclusive. We are particularly keen to hear from protected groups – including BAME, LGBT+ and people with a disability.
Job overview
The University Hospitals of Morecambe Bay offers an exciting opportunity for a part-time Patient Relations Case Officer to join our team. The successful candidate would be an integral member of the team supporting the Trust in the resolution of concerns, complaints or requests for information. This will include close liaison with patients, carers and relatives, clinical and non-clinical staff, managers, external agencies, voluntary services and patient groups.
If you are organised and like dealing with people this will be an excellent opportunity for you.
Please submit an application form if you have the attributes and skills to take on this exciting role.
Main duties of the job
* Provide advice and support relating to the Trust’s Management Procedure for the Investigation and Resolution of Complaints Policy, and working in line with this and any other relevant policies.
* Ensure all complaints, concerns, comments and compliments are logged and up to date information is available as needed. Maintaining a central database of complaint and PALS cases, including the recording of improvements to patient and service user experience as a result of actions following concern investigation.
* The Post Holder will hold their own case load under supervision and will be responsible for initiating an investigation into the issues raised by the complainant, liaising with Care Group and clinical colleagues to ensure an appropriate response is provided which fully answers the issues raised.
* Make contact with those who have highlighted a concern to gain understanding of the issues and ensure clients are aware of the options that are available to them to gain a resolution (meetings, letters, phone conversations etc).
* The Post holder will need to communicate sensitive information in an appropriate manner to patients, clients and staff, working with service users to ensure a resolution is found to their concern in a timely manner.
* Supervise the work of and provide advice to the Assistant Case Officers.
* Support service users and key stakeholders and develop strong links with Care Groups.
Working for our organisation
We operate from three main hospitals - Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI), and Westmorland General Hospital (WGH) in Kendal, as well as a number of community healthcare premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, and Ulverston Community Health Centre.
FGH and the RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various Consultant-led services.
WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses.
All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, day case and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.
Our community services for adults are provided in people’s homes, community centres, clinics, GP Practices, community hospitals and our main hospitals. Our aim is to work with people to help them remain independent, improve their health and manage their conditions through high quality care, advice and support.
Detailed job description and main responsibilities
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about University Hospitals of Morecambe Bay visiting our website https://www.uhmb.nhs.uk/
Person specification
Standard Shortlisting criteria
* Educated to degree level or equivalent knowledge and experience
* Relevant experience of working in a public service environment, making independent decisions, of which some of this should be NHS experience.
* Experience of working in a customer care environment
* Experience of working within a small team
* Experience of working with confidential information and a clear understanding of the issues of confidentiality when dealing with personal and sensitive information
* Experience of working unsupervised, prioritising own workload
* Competent in the use of information systems including data inputting and word processing
* The post holder requires facilitation, advocacy and problem solving skills
* Ensure that appropriate information is communicated to relevant staff to facilitate lessons learned
* Ability to travel as required
* To be able to demonstrate excellent interpersonal skills. In particular the ability to listen and be able to reassure.
* Evidence of continuing personal development
* Knowledge of relevant legislation, which includes: complaint procedures, data protection, the public involvement agenda, clinical governance, disability discrimination, equal opportunity, mental health
The Behavioural Standards Framework
Everybody’s responsibility in everything we do
PLEASE NOTE THAT SHORTLISTED APPLICANTS WILL BE CONTACTED BY EMAIL.
The Trust promotes flexible working opportunities wherever possible to enable staff to balance their work and home life. We are committed to Equal Opportunities and aim to be Effortlessly Inclusive.
The trust operates a No Smoking Policy.
Only those applicants who demonstrate clearly how they meet our Person Specification will be shortlisted for Interview.
We reserve the right to close a job advert early where sufficient applications have been received.
The Trust does not offer interview expenses to shortlisted candidates unless indicated in the advert.
If the post is subject to Disclosure & Barring Service checking, (formally CRB) a charge of £49.50 for Enhanced and £21.50 for Standard clearance and additional to this a £4.90 administration fee will be made to the successful candidate(s). This currently only applies to roles Band 6 and above and Medical & Dental posts.
Anyone newly appointed to the trust under the Agenda For Change contract, will be subject to the completion of a satisfactory 6 month probationary period. This will give the new staff member an opportunity to become familiar with the role and working environment.
We have introduced a new system called Pre-Onboarding, specifically to support you right the way through to your first few months in your new role with us at UHMB. This bespoke site has lots of useful information to help you settle into your new role including: what to expect from the recruitment clearances process, where to get a uniform, when you'll get paid etc. As well as information on a number of our services i.e. Infection Prevention, Anti-fraud, Inclusion and Diversity, Care Certificates and much more. To access click on this link https://www.uhmb.nhs.uk/uhmbt-pre-onboarding.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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