Our Quality Governance - Patient Experience Team is looking for an enthusiastic Patient Experience Officer.

You will play a key role in supporting the work of the Patient Experience Team in providing a proactive, supportive and efficient service for managing and resolving complaints and dealing with public enquiries whilst promoting good patient experience to all who use Trust services.

You will be the first point of contact for individuals or their representatives wishing to raise a complaint and will provide effective management of complaints, including ensuring that all enquiries and complaints are handled, investigated and responded to in accordance with NHS and Trust legislation, policies and guidelines, within specified statutory timelines.

You will also beactive part of the Patient Experience Team being involved in initiatives to enhance patient experience within Hull University Teaching Hospitals NHS Trust.

The role includes communication with members of the public to assist them in the resolution of their complaints and queries, providing information on the complaints process and signposting them to other relevant services as appropriate. A professional, caring and respectful manner must be demonstrated at all times.

We have a number of fixed term and permanent posts

Main duties of the job

Knowledge and Skills

Communication and Relationship skills

• Good listener with excellent communication skills
• Ensuring that service users receive timely and appropriate advice, information and responses regarding NHS services, complaints and Patient Experience procedures.
• Actively supports patients and their families, communicating difficult and highly complex information using a variety of methods, to ensure effective understanding.

About us

The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.

Job description

Job responsibilities

For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent experience
• Evidence of continued professional development
• Experience of working within patient experience & engagement, legal or customer service
• Experience of dealing with patients.

Desirable

• Complaints Handling / Customer Care Training Qualification

Skills

Essential

• Working knowledge of the Patient Experience agenda.
• Good knowledge of NHS organisational structures
• Excellent IT Experience - experience and ability to use Microsoft office applications, databases and other systems as required
• Ability to handle highly complex, sensitive and contentious information from complainants
• Good knowledge of regulations in relation to complaints procedures and Data Protection Act.

Desirable

• Proficient in the use of DATIX.
• Experience of working on Quality Improvement initiatives

Other Requirements

Essential

• Ability to work across sites.
• Flexibility of working pattern.

Personal Attributes

Essential

• Ability to demonstrate empathy and compassion toward patients and their families
• Excellent communication skills
• Experience of dealing with the public
• Experience in dealing with difficult situations
• Assertive and confident manner
• Able to work both cohesively within a small team and independently
• Able to use own initiative and manage own workload.
• Positive and enthusiastic approach

Employer details

Employer name

Hull University Teaching Hospitals NHS Trust

Address

Hull Royal Infirmary

Hull

HU3 2JZ

Any attachments will be accessible after you click to apply.

356-25-6888941