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Family Liaison Officer

Doncaster & Bassetlaw Teaching Hospitals NHS FT
£35,392 to £42,618 Pro Rata Per Annum
Closing date
17 Jul 2024

View more

Other Health Profession
Band 6
Contract Type
Full Time
We have an exciting opportunity for two individuals with relevant experience, and knowledge to join us as Family Liaison Officers. Family liaison officers will be a new role in the Trust providing support to patients, families, and carers during patient safety incident responses as well as supporting the management of complex complaints. They will act as a single point of contact for patients and families involved in incidents and be part of the Trust's process of engaging patients and families in patient safety incident responses

The Family Liaison Officers will work in line with Being Open and Duty of Candour principles. You will provide support and information in a sensitive and compassionate manner, securing confidence and trust of patients, their families and carers and ensuring they are given timely information in accordance with the needs of the investigation/learning response.

You will be expected to work in close collaboration with colleagues and provide support to the wider Patient safety and Patient experience teams.

Main duties of the job

The role of the Family Liaison Officer (FLO) is to support families and carers through the investigation process that follows a serious incident related to a service user.

The purpose of the role is to ensure families and carers are treated with compassion and professionalism in respect to their individual needs. The role requires the highest degree of sensitivity, communication and integrity and will include the provision of support to newly bereaved individuals some of whom may be deeply distressed.

The post holder will be the main point of contact for individual families and carers and will work closely with the Investigating officer assigned to the incident. This will include agreeing methods and timing of communication with family members which may include face to face meetings, telephone calls and email correspondence. This will ensure that the family's needs are met with regard to the provision of timely and accurate information during the investigation, openness and transparency and to reflect the level of involvement they wish to have in the investigation.

About us

DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.

It is our goal to give those who join Team DBTH the tools and opportunities to grow their career, it's our pledge to help you Develop, Belong and Thrive, Here.

As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.

We offer a range of benefits to support our people including:o Extensive range of learning opportunitieso NHS Pension Schemeo Generous holiday entitlement in line with Terms & Conditionso Comprehensive health and wellbeing supporto NHS Car Lease schemes and a range of salary sacrifice schemeo Discounts on restaurants, getaways, shopping and finance through external providers.

Job description

Job responsibilities

Please see attached to the advert a job description and person specification for further details. Please ensure you read both documents carefully.

Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.

Person Specification



  • Proven ability to work independently and manage their own caseload
  • Experience of work with the general public within a public facing service such as health care, volunteer sector support, police.
  • Knowledge and understanding of NHS Complaints Management arrangements and the role of the Parliamentary Health Service Ombudsman
  • Ability to provide specialised advice to clinical and non-clinical areas on service development and re-design initiatives in line with the Trust's business.
  • Interpretation and implementation of national strategies into local initiatives.


  • A thorough understanding of the NHS Modernisation Programme.
  • Knowledge and experience on NHS business planned process
  • Ability to risk assess and escalate concerns.
  • Knowledge of Coroners Act and procedure



  • To be educated to Degree level or equivalent qualification or relevant clinical or professional experience
  • Excellent management / leadership skills. Evidence of continuing professional or managerial development.
  • Good understanding and working knowledge of the PSIRF that is due to be launched in 2022
  • Good knowledge of duty of candour and ability to be able to be the expert in the Trust on duty of candour and its application.
  • Be able to sign post to organisations and charities where families can get emotional support and help


  • Human Factors training
  • Family Liaison Officer training
  • Expert knowledge of Investigation methodology, Analysis Tools, Techniques and Methodologies for investigation of events and incidents

Interpersonal Skills


  • Friendly and approachable
  • Have an understanding of the effects of bereavement on different people including children
  • Ability to engage and develop working relationships with different families and patients.
  • Communicate effectively in highly stressful situations and be able to break down complex information to make it easy to understand
  • Excellent Communication skills with a key focus on the ability to listen
  • Compassionate with the proven ability to deal with distressed people in emotive situation and be calm under pressure.
  • Self-Awareness regarding personal impact and the requirement to participate in professional supervision
  • Strong facilitation and negotiation skills with all professionals and families

Organisational Skills


  • Manage and plan own workload and work independently to provide meaningful engagement to patients and their families
  • Be an expert in the Trust on duty of candour.
  • Provide training to other staff on duty of candour
  • Ability to prioritise and manage a number of conflicting requirements in a professional manner and deal with a number of complex issues at the same time


  • Recognised project management skills
  • Ability to deliver training and presentations.

Employer details

Employer name

Doncaster & Bassetlaw Teaching Hospitals NHS FT


Doncaster Royal Infirmary

Thorne Road



Any attachments will be accessible after you click to apply.


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