We have an exciting opportunity to join the ICB's Patient Experience, working in a busy environment helping staff respond to complaints and enquiries from members of the public.
The postholder will be leading the team on a day to day basis, ensuring all contacts are responded to in a satisfactory way, while also keeping the ICB on track with its target timescales for response.
For the most complex cases, the postholder will be required to take these on and help to diffuse difficult situations with members of the public., while also leading and co-ordinating complicated investigations.
We are looking for someone with excellent leadership skills to manage a small team of Patient Experience Officers.
You will need a good understanding of complaints handling in the public sector and the appropriate legislation and statutory guidance around this.
You will need to be able to receive complex information, digest, prepare and share relevant points with a range of stakeholders as well as respond to queries which come into the team.
You will be expected to prepare high quality correspondence for the ICB's executive team
The ability to support effective partnership working, often within tight timescale in a pressurised environment where there can be multiple and completing demands will also be key.
You will need to demonstrate excellent communication skills and the ability to work autonomously.
Health and care services in Norfolk and Waveney are working closely together to further improve services and provide more joined-up care for local people. In Norfolk and Waveney, we have already achieved a lot by working in partnership to improve health and care outcomes. These changes have been made possible by different organisations - NHS hospitals, GPs, mental health and community health services, local councils, care homes and social workers, voluntary and community organisations and others - joining forces to agree and plan for local people's needs.
Norfolk and Waveney Integrated Care System (ICS) includes a statutory Integrated Care Partnership (ICP), and an Integrated Care Board (ICB) called NHS Norfolk and Waveney. This partnership and organisation dedicated to making sure that organisations work together for the benefit of our residents, staff and communities is an important step change, helping to create positive differences to local people and joining up health and social care. This is the culmination of many years of effort to build partnership working across the NHS, local authorities, the third sector and patient groups.