Job summary Patient Experience Team (PALS/Complaints) are a liaison and advise team who assist people in various ways including signposting and raising complaints. The Patient Experience Team are a patient facing team who manage all complaints received into the Trust along with, concerns and enquiries. The focus of the Patient Experience Team is to support positive change for users of mental health services, their carers and families to ensure their queries are responded to effectively and efficiently in a recovery focused approach. Main duties of the job The post holder will be required to: Provide a Patient Advice and Liaison Service (PALS) for the Trust. This includes acting as the central point for receipt of compliments, comments, enquiries and complaints. Deal with telephone enquiries of patients, carers and families and signpost or escalate as appropriate. Record, manage, maintain and hold a case load. Hold a caseload of complaints which includes the recording, coordination and management of records and process. Support the Investigating Officer and other staff with the complaint process to ensure the Trust provides effective and efficient complaints handling, in line with regulations and guidance. Meet directly with complainants. Have excellent attention to detail and communication skills. About us About Devon Partnership Trust We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery. We are committed to developing a culture of coproduction, involving patients, families & carers in everything we do Our values We not only recruit based on qualifications & experience - we recruit individuals who possess & demonstrate the behaviours which underpin our Trusts core values. These include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas. We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity or learning disabilities. We are a Disability Confident Leader. Date posted 07 February 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year Contract Permanent Working pattern Full-time, Flexible working Reference number C9369-25-0109 Job locations Franklyn House Franklyn Drive Exeter Devon EX2 9HS Job description Job responsibilities The work of the Team is sensitive and confidential and skill is needed in developing and maintaining communication with people about difficult matters and or difficult situations, encouraging and supporting people to take action. Options for action are in line with agreed service and organisation policies or following direction of the Patient Experience Lead. The Team relates to people who use Trust services, their families and the public, also staff of all clinical and corporate areas of the Trust and partner organisations in both health and social care. Team members are required to communicate clearly and concisely on a very broad range of topics being sensitive to possible barriers to effective communication and modifying the content and methods of communication appropriately. The Patient Experience Officer will be required to communicate effectively with people from a wide range of professional and non-professional backgrounds and to keep accurate and complete records of their work. The Patient Experience Officer will plan and organise their own work within agreed practice protocols and to set standards and to agreed priorities, contributing to the review and development of day to day team practices and the improvement of the service. The Patient Experience Officer is responsible for individual case work (non-clinical) assisting clients to identify and clarify their concerns about the issues they present. The Team member will investigate options available to the client using internal and external sources of information and advice. This will include discussions with relevant Trust or stakeholder staff when consent is given. They will communicate the results appropriately, following through with any planned and agreed action. An explicit responsibility of the Team is to use the feedback provided by people to improve service development. The Patient Experience Officerwill record their work clearly and accurately and in a timely manner in writing and using the Risk Management System (RMS), to facilitate the production of reports to support Trust governance arrangements and service development. The Patient Experience Officer has a personal duty of care in relation to using and safeguarding the equipment and resources of the Trust. The Patient Experience Officer will contribute to the efficient running of the PALS element of the Patient Experience Team, sharing responsibility for office administration and the collection and retrieval of information to support team activity. The post holder will maintain appropriate confidentiality of information relating to the Trust, individuals and patient information. The post holder will be expected to comply with all aspects of the Data Protection Act. The role will involve the development and implementation of office procedures and will require a high degree of organisational skills and excellent working knowledge of administrative practices. Job description Job responsibilities The work of the Team is sensitive and confidential and skill is needed in developing and maintaining communication with people about difficult matters and or difficult situations, encouraging and supporting people to take action. Options for action are in line with agreed service and organisation policies or following direction of the Patient Experience Lead. The Team relates to people who use Trust services, their families and the public, also staff of all clinical and corporate areas of the Trust and partner organisations in both health and social care. Team members are required to communicate clearly and concisely on a very broad range of topics being sensitive to possible barriers to effective communication and modifying the content and methods of communication appropriately. The Patient Experience Officer will be required to communicate effectively with people from a wide range of professional and non-professional backgrounds and to keep accurate and complete records of their work. The Patient Experience Officer will plan and organise their own work within agreed practice protocols and to set standards and to agreed priorities, contributing to the review and development of day to day team practices and the improvement of the service. The Patient Experience Officer is responsible for individual case work (non-clinical) assisting clients to identify and clarify their concerns about the issues they present. The Team member will investigate options available to the client using internal and external sources of information and advice. This will include discussions with relevant Trust or stakeholder staff when consent is given. They will communicate the results appropriately, following through with any planned and agreed action. An explicit responsibility of the Team is to use the feedback provided by people to improve service development. The Patient Experience Officerwill record their work clearly and accurately and in a timely manner in writing and using the Risk Management System (RMS), to facilitate the production of reports to support Trust governance arrangements and service development. The Patient Experience Officer has a personal duty of care in relation to using and safeguarding the equipment and resources of the Trust. The Patient Experience Officer will contribute to the efficient running of the PALS element of the Patient Experience Team, sharing responsibility for office administration and the collection and retrieval of information to support team activity. The post holder will maintain appropriate confidentiality of information relating to the Trust, individuals and patient information. The post holder will be expected to comply with all aspects of the Data Protection Act. The role will involve the development and implementation of office procedures and will require a high degree of organisational skills and excellent working knowledge of administrative practices. Person Specification Qualifications Essential NVQ3 in administration or equivalent level administrative knowledge and experience GCSE English or equivalent Evidence of continuing professional and personal development Desirable ECDL (European Computer Driving Licence) Experience Essential Excellent organisational skills. Ability to prioritise workload and adapt to change when required Previous experience of working within a customer care environment Experience of dealing with confidential and complex information Demonstrate good numeracy and literacy skills Previous experience of working in a Healthcare or Social Care administrative setting Knowledge and skills Essential Intermediate IT skills in Microsoft Office Packages, ie Word, Excel, PowerPoint and Outlook. Electronic data base management. Ability to manage diverse workload whilst dealing with frequent interruptions Ability to meet deadlines and to work under pressure Exceptional organisational skills and ability to prioritise Ability to work both independently and as part of a team Excellent interpersonal and communication skills both written and verbal Able to deal confidentially and tactfully with people at all levels. Experience in dealing with people in distress in a calm and confident manner Understanding and respect of confidentiality in the workplace. Desirable Customer Care experience in the public sector Person Specification Qualifications Essential NVQ3 in administration or equivalent level administrative knowledge and experience GCSE English or equivalent Evidence of continuing professional and personal development Desirable ECDL (European Computer Driving Licence) Experience Essential Excellent organisational skills. Ability to prioritise workload and adapt to change when required Previous experience of working within a customer care environment Experience of dealing with confidential and complex information Demonstrate good numeracy and literacy skills Previous experience of working in a Healthcare or Social Care administrative setting Knowledge and skills Essential Intermediate IT skills in Microsoft Office Packages, ie Word, Excel, PowerPoint and Outlook. Electronic data base management. Ability to manage diverse workload whilst dealing with frequent interruptions Ability to meet deadlines and to work under pressure Exceptional organisational skills and ability to prioritise Ability to work both independently and as part of a team Excellent interpersonal and communication skills both written and verbal Able to deal confidentially and tactfully with people at all levels. Experience in dealing with people in distress in a calm and confident manner Understanding and respect of confidentiality in the workplace. Desirable Customer Care experience in the public sector 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. Employer details Employer name Devon Partnership NHS Trust Address Franklyn House Franklyn Drive Exeter Devon EX2 9HS Employer's website https://www.dpt.nhs.uk/ (Opens in a new tab)