Patient Experience Advice and Liaison Officer
£27,857 - £30,570 a year - Fixed term contract
Job details
Pay
£27,857 - £30,570 a year
Job type
Fixed term contract
Location
Dartford DA2 8DA
Full job description
Work within the Patient Advice and Liaison Service and Complaints service, ensuring an accessible, confidential, patient-focused service that deals with problems and concerns quickly in accordance with national requirements and local policy using the Datix reporting System.
1. Adhere to key performance indicators (KPIs) while dealing with emotional and sensitive situations.
2. Deal with enquiries/concerns raised in person, by telephone, email, or letter, responding in a professional and empathetic manner.
3. Agree on a plan for managing an enquiry/concern with the enquirer/complainant independently.
4. Understand when to seek guidance from the PALS Lead, Complaints & Claims Manager, or other senior staff.
5. Protect patient confidentiality at all times and understand how to work within the limitations that this can pose.
6. Provide information and advice to patients and carers on the NHS complaints procedure and assist and support service users in making a complaint or refer them to appropriate independent advocacy services, subject to their choice.
7. Provide verbal/written information to enquirers.
8. Recognize when to refer enquiries to clinical staff (this is a non-clinical post and the post holder is therefore not permitted to give clinical information, e.g., test results).
9. Ensure that people are treated courteously and professionally and that queries are dealt with efficiently and effectively when members of the public seek information, help, advice, and assistance with enquiries and concerns relating to Dartford & Gravesham NHS Trust.
10. Communicate sometimes sensitive and distressing information in an appropriate manner in person and by telephone/email.
11. Process complex, sensitive, or contentious information.
12. Use own judgment based on information available and seek advice when unsure of appropriate response from the PALS Lead or an appropriate manager.
Please see attached job description for more information.
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