This post is only open to current employees of University Hospitals of Morecambe Bay

The University Hospitals of Morecambe Bay offers an exciting opportunity for an experienced, enthusiastic, values-driven Patient RelationsSenior Case Officer.

The Patient Relations Senior Case Officer will co-ordinate and manage the investigation process and final response to individual complaints and provide support and advice to staff within all clinical and non-clinicaldirectorates.

Please apply if you have the attributes and skills to take on this exciting and challenging role within the organisation.

Main duties of the job

• Day to day contact with Trust staff at all levels in order to oversee the effective coordination and resolution of concerns, complaints or requests for information.
• To ensure the effective coordination of the investigation of complaints, draft responses to complaints. There will be a high level of contact with patients , users of the Trust and complainants, both on the telephone, in writing and face to face, in order to discuss their concerns, complaints and expectationsof the complaints procedure.
• There will be a range of external contacts which will include Independent Complaints Advocacy Service staff and MP's staff, for issues that have been referred to or from an external agency.
• The post holder will be required to travel to all hospital sites to attend meetings and be available to support staff on each site as part of the Patient Relations team.
• As the workload is varied and complex, the post holder must be able to plan, organise and prioritise not only their own workload but that of the other team members with regard to their case loads.
• To supervise the work of and provide advice to the Patient Relations Case Officers.
• To oversee the day to day supervision of Patient Advice and Liaison Service (PALS).
• Ensure that complaints processes result in quality improvements for patients and carers.

About us

We operatefrom 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, andUlverstonCommunity 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,daycase and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.

Job description

Job responsibilities

To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and PersonSpecification located under the supporting documents heading. You can also read more information about University Hospitals of Morecambe Bayby visiting our website http://www.uhmb.nhs.uk/

Person Specification

Standard Shortlisting Criteria

Essential

• Educated to degree standard or equivalent professional qualification or relevant experience in health, customer service or advice setting
• Evidence of continuing professional development involving investigation and communication training
• Working with the public in a health, customer service or advice setting
• Excellent written and oral communication skills, including report and formal letter writing
• Must be able to demonstrate excellent interpersonal skills, the ability to listen to complainants, concerns and provide positive advice which diffuses the situation.
• Must be able to provide and receive highly complex, highly sensitive or highly contentious information in a hostile, antagonistic or highly emotive atmosphere.
• Ability to analyse and respond to complex situations to effect resolution.
• Able to co-ordinate own and others work within a regulatory framework.
• Competent in a range of IT packages: Access, Excel, Word, and PowerPoint.
• Able to manage own role with a high degree of flexibility.
• Able to prioritise to accommodate a highly unpredictable workload.
• Able to prioritise to accommodate a highly unpredictable workload.
• Highly attentive to detail.
• Able to exercise discretion and initiative.

Desirable

• Previous post in public sector or NHS.
• Knowledge of NHS
• Excellent presentation skills.
• Commitment to service improvement

Employer details

Employer name

University Hospitals of Morecambe Bay NHS Trust

Address

Westmorland General Hospital

Burton Road

Kendal

LA9 7RG

Any attachments will be accessible after you click to apply.

331-K4970524