Patient Support and Complaints Officer

Job overview

You will be responsible for receiving, logging and investigating patient and family enquiries received email, phone and in person. Excellent communication skills and writing skills are vital in this role.

You will be required to manage your own caseload by escalating enquiries to members of staff across the Trust, updating Patients and Families with progress, resolving complex cases and processing formal complaints. The PSCT manager will support you.

PSCT are responsible to manage enquiries relating to lost property and work closely with wards to resolve issues.

You will also be responsible to work in the PSCT office and manage any face-to-face enquiries from patients, families or members of the public that need assistance.

Main duties of the job

• To provide an empathetic and responsive advice service to patients and their families.
• To receive complaints and concerns and agree with the patient or their family the best option for resolution (complaint, concern, feedback)
• To frequently communicate with patients and service users in person, on the telephone and via written communication.
• To record and maintain PSCT contacts on the Datix database system, escalating issues where necessary.
• To work as part of a team, communicating with the Patient Experience team and ensuring a joined-up approach to improve the experience of patients and their families at the Trust.
• To escalate enquiries to the PSCT Manager when appropriate.
• To assist with collecting organisation-wide patient feedback.
• To manage enquiries related to lost property and work closely with wards to resolve issues.

Detailed job description and main responsibilities

Please see the attached job description and person specification for more information about the role.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.