Patient Relations Officer

Job Description

Patient Relations OfficerLocation: BirminghamJob Type: TemporaryDuration of booking: Expected to last 3 months with a possibility of an extension.Proposed start date: ASAPSector: HealthcareWorking environment: HospitalBand: 5Pay Rates: £12.50-£15.50 PAYE per hour£13.50-£16.50 PAYE inclusive of holiday pay per hour£14.50-£17.50 UMBRELLA per hourWorking Days and Hours: Mon-Fri 9am-5pm (37.5 hrs per week)Travelling for work purposes: The postholder will be required to work cross site (travel).Job Summary:The post holder will work for the Complaints team, part of the Trust’s Patient Relations department, which comprises PALS and Complaints. As a key member of the Complaints team, the post holder will facilitate the processing of complaints received by theTrust.Main Duties:

• The post holder’s work will be in line with the requirements of the NHS Complaints legislation, local and national policies, procedures, priorities and recognised best practice; with the specific aim of ensuring that customer feedback engenders learningand service improvement.
• The post holder will be a flexible team player and provide cover for colleagues as required.
• Working in a person-centred way in line with the requirements of current NHS Complaints and associated legislation, to liaise directly with complainants in order to facilitate resolution of their complaints. At all times, working with sensitivity, diplomacy,professionalism and integrity and deliver high standards.
• To assess and process incoming complaints in line with the Patient Relations policy and procedures, providing signposting function where necessary and appropriate.
• Directly manage own caseload, including highly complex and sensitive complaints information, and provide support and advice to divisional staff to ensure thorough, timely and effective complaint investigations that meet the standards and KPIs set by theNHS Complaints legislation and local requirements.
• Write professional complaint responses, ensuring good grammar, consistent approach and a professional style suitable for the reader, before gaining approval via the quality assurance process in readiness for the Chief Executive to sign.
• Once a complaint is resolved, ensure that all complaint outcomes/actions/learning are identified and recorded.
• Ensure the effective and efficient handling of cross-agency complaints in line with complaint regulations and locally agreed protocols, taking the lead where appropriate.
• Facilitate and attend local resolution and/or multiagency meetings, and ensure that the staff involved have access to all relevant paperwork and hospital records as required. The post holder must be able to diffuse difficult and complex situations, ofteninvolving angry and bereaved attendees in a professional and empathetic manner at all times.
• Co-ordinate complaints under further local resolution and have the skills to recognise when this has been exhausted and liaison needs to take place with the Parliamentary and Health Service Ombudsman (PHSO).
• Work closely with colleagues, clinicians, staff and managers, both internally and in the wider healthcare community, to enable appropriate and timely investigation of complaints and concerns to achieve excellent outcomes and appropriate service improvement.In particular, to work towards the development and sustainability of an open, non-defensive, blame-free, fair culture and, specifically, Duty of Candour.
• Liaise with Legal Services regarding any complaints that may give rise to litigation.
• To provide non-clinical advice and guidance to those contacting the Complaints service with regards to core business. Supported by colleagues to use initiative to manage and respond to enquiries and contacts. This will require the post holder to appropriatelyrespond to angry or distressed callers and deal with sensitive or contentious issues, such as bereavement and/or alleged negligence.
• Propose changes to working practices and/or procedures for own area of work and to implement such changes within divisional structure relating to complaints.
• Use risk assessment frameworks to identify risk and take responsibility for the appropriate escalation of complaints and concerns where there is or appears to be a risk to the safety and wellbeing of patients, NHS and staff and members of the public.
• To ensure the complaints database, Datix, is routinely and accurately updated to enable effective reporting, case management, investigation and response.
• Provide information including reports on complaints as required.

Qualifications, Skills and Experience

• Specialist knowledge of PALS and complaints practice, policies and compliance requirements.
• Knowledge of the NHS Complaints Regulations.
• Knowledge of the Parliamentary and Health Service Ombudsman (PHSO).
• Understanding of the issues and policies around equality.
• Knowledge relating to GDPR, duty of confidentiality, safeguarding and consent.
• Educated to Degree level or substantial experience at a comparable level.
• Minimum English qualification - GCSE grade A-C.
• Experience of working with patients and families, including handling complex issues and behaviours.
• Experience of working as part of a team.
• Experience of producing reports.
• Experience of negotiating with staff of all grades/ professional groups and members of the public.
• Experience of using Datix Web or similar database.
• Experience of structured letter writing in a professional style.
• Proven working knowledge of Microsoft Office applications: e.g Outlook/Word/Excel.
• Experience of managing own workload.