Patient Relations Support Officer

The Royal Wolverhampton NHS Trust•Wolverhampton, WV

About The Position

The Patient Relations Department requires a motivated, enthusiastic person to join their innovative and busy multi-specialty team at The Royal Wolverhampton NHS Trust. The post holder will liaise with staff from all departments across 3 hospital sites (RWT/Cannock/West Park) and will have personal and telephone interaction with patients and/or their families or representatives. To be successful you will need to have a positive and forward thinking approach with excellent customer service, communication and interpersonal skills with the ability to work as part of a diverse team. The post holder will be responsible for the provision of high quality, administrative support to the Patient Relations Team – including the Associate Director of Patient Relations and the Head of Patient Relations. The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve the quality of care for patients, and solve the health care problems of tomorrow. We’re passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients. We are delighted that we have been rated as “Good” by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020. The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

Requirements

To be successful you will need to have a positive and forward thinking approach with excellent customer service, communication and interpersonal skills with the ability to work as part of a diverse team.

Responsibilities

To provide high quality administration and secretarial support to the Patient Relations Team.
To produce correspondence to a high standard, using a range of MS office software products.
To maintain accurate records of PALS contacts, compliments, formal and informal complaints, as advised by the other members of the Patient Relations Team.
To be responsible for the inputting of data onto the Trust’s complaints system (DATIX).
Screen and answer incoming telephone calls, dealing with enquiries in a helpful and diplomatic manner whilst maintaining confidentiality at all times
Organise copies of correspondence and / or healthcare records and ensure these are sent to the appropriate Directorate, complaint lead or external sources in line with the Information Governance Policy.
To be responsible for managing an effective system of filing, archiving and scanning of documents.
To assist in the production of monthly, quarterly and annual complaint reports.
Participate in dealing with routine enquiries to the Patient Information Centre, via the telephone or in person.
To maintain and order stationery required by the team.
To arrange meetings as requested by members of the Patient Relations Team.
To take and transcribe notes of meetings when required, or to make arrangements for the recording of meetings
Locate, obtain and track medical records when necessary
To assist the Patient Relations Team with auditing formal and informal complaint and compliment data.
To handle the Patient Relations Team’s incoming and outgoing mail.
Assist with outreach work – this involves eliciting the views of patients on wards and in other settings and the Equality and Diversity agenda.
Assist with duties appropriate to the grade during period of staff absence
To provide short-term cover for colleagues during periods of leave.
To ensure that all Trust standards are maintained and monitored to improve the quality of care to all who come into contact with services provided by the Royal Wolverhampton NHS Trust.
Every employee has a duty to take reasonable care of the health and safety of him / herself and of other persons who may be affected by his/her acts or omissions at work, and to co-operate with the Royal Wolverhampton NHS Trust to ensure that statutory and Trust regulations are complied with.
To participate in appraisals and personal reviews and work to achieve agreed set objectives.
Participate in appropriate training and development activities
To participate in team, professional and personal development activities and promote commitment to continuous development and improvement.
Ensure that all staff consciously review mistakes, complaints and incidents/near misses as well as successes to improve performance and the level of customer care.
All employees will have an organisational and individual responsibility towards safeguarding vulnerable adults, young people and children. Where employees are working with children, young people and families they have a responsibility to cooperate in national safeguarding policy around early intervention activities appropriate to improving health outcomes.
To abide by Infection Prevention and Control policies relevant to their area of work, and undertake the necessary level of training.

Benefits

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

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