The postholder will be part of a small team who manage informal and formal complaints received by NHS Devon. They will provide support for the organisation in the delivery of the robust management of concerns and enquiries relating to patients and their family's care. The postholder will manage the initial contact relating to enquiries, concerns and complaints and listen, acknowledge, and collect as much information as possible to either signpost or forward queries to the relevant team/s as appropriate.
This role includes regular contact with patients, relatives, carers, and members of the public to appropriately respond to concerns and enquiries within agreed timescales and in line with the NHS Devon's Informal Concerns and Formal Complaints policy. The postholder will respond to feedback submitted via external platforms.
As part of this process the postholder will input data onto local databases and compile low level reports to demonstrate the contacts being received. They will also handle a small volume of inbound and outbound telephone calls and manage a busy mailbox.
The postholder will be a support function within the informal concerns and formal complaints process, with regular support from the Senior Officer's - Quality - Patient Experience.
The postholder will provide general administrative support for the Patient Experience Team.
Main duties of the job
The Patient Experience Facilitator will be responsible for:
* Answering telephone calls relating to NHS concerns and complaints.
* Signposting to appropriate organisations and providers.
* Listening to concerns and recording all relevant information.
* Managing and monitoring the Patient Experience mailbox, acknowledging, and responding to initial contacts, where appropriate providing guided responses.
* Liaising with Patient Experience Support Officers and Manager to ensure concerns and complaints are assigned appropriately.
* Liaising with colleagues in other teams across the organisation and external providers to gather information relating to a concern or complaint.
* Ensuring that all patient complaints, comments and suggestions are dealt with appropriately, in accordance with policy, resolving where possible and escalating to line manager when appropriate.
* Recording all contacts to the Patient Experience team on Datix, appropriately file documents.
* Acting as point of contact for the department, dealing with routine and specialist enquiries, communicating relevant information to stakeholders, referring to others as appropriate.
* Supporting and organising meetings with colleagues and stakeholders. Taking minutes where required.
* Ensuring any white mail received is scanned and recorded on appropriate systems.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
Qualifications
* Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
Experience
* Previous experience in complaints management and or customer service.
* Advanced keyboard skills, use of a range of software.
* Working with computerised data systems.
* Knowledge of NHS issues.
* Advanced keyboard skills with a high degree of accuracy for minute taking and data input.
* Previously worked in a similar position within the public sector.
* Working knowledge of the complaint regulations within Health & Social Care.
* Aware of a range of Health Services provisions.
* Knowledge of data-sharing devices known as Datix.
Skills & Attributes
* Working knowledge of Microsoft Office including Word and Excel, Teams, Powerpoint, OneNote, Outlook.
* Ability to work under pressure in a busy working environment and able to multi-task.
* Ability to work effectively as part of a team.
* Clear communicator with good writing, data entry and telephone skills.
* Understanding of Data Protection legislation.
Autonomy
* Able to work on own initiative, organising and prioritising own workload to set deadlines.
* An ability to maintain confidentiality and trust.
* Good timekeeping.
* Flexible and proactive approach to work.
* Professional, calm and efficient manner.
* Used to working in a busy environment.
Disclosure and Barring Service Check
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.
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