Risk and Patient Experience Officer

Job overview

We are seeking a motivated, and forward-thinking person to join The Christie NHS Foundation Trust as our PALS & Complaints Officer. The role will support the delivery of high-quality, accessible, responsive and patient-focused service. The role is varied and rewarding involving listening to feedback from patients, families, carers and members of the public and helping to address their concerns with care.  You will play a key role in shaping how the Trust responds to feedback, ensuring communication is clear, empathetic and timely, whilst supporting patients and their families through their queries and concerns. We are looking for someone with excellent organisational and administrative skills, who can communicate effectively, resolve problems and uphold standards.   As part of the Quality & Standards directorate, you will help foster a culture of learning and continuous improvement across all aspects of patient care, influencing and enhancing the experience of those who use our services. The Christie NHS Foundation Trust is committed to openness, transparency and candour. We value the experiences of patients, relatives, carers and the public and believe in improving safety and quality through learning.

Main duties of the job

The main purpose of the role is to support the organisation in the delivery of robust management of concerns and complaints relating to The Christie. The post holder would be expected to facilitate the concerns and complaints process for patients and staff. This will include regular contact with complainants, patients and both internal and external stakeholders.  The post holder will respond to concerns raised within agreed timeframes and in-line with the Trust complaints process and national NHS standards. As part of this process the post holder will also be responsible for input of data onto local and national databases, compilation of reports to show departmental and divisional performance as well as formulating complaints correspondence.

Detailed job description and main responsibilities

PALS and Complaints

1)    Manage a caseload of enquiries and complaints, ensuring accurate documentation that is kept up to date with progress.

2)    Ensure PALS/complaints and concerns raised are resolved within statutory timescales and key performance indicators.

3)    Participate in the investigation process and draft written complaint responses, ensuring they are appropriate.

4)    Assessing the most appropriate approach to a solution through negotiation with those raising any type of issue whilst aiming to achieve timely resolution.

5)    Work with clinical, nursing, administrative and operational colleagues to resolve patient enquiries and troubleshoot any issues reported.

6)    Work closely with the Complaints and Claims Manager to ensure that the team provides a service that meets the required standards for complaints handling and PALS provision and acts in accordance with The Christie values.

7)    Support in delivering a patient focused service and be the first point of contact of escalation of issues and act as an accessible and clear first point of contact for patients, their carers/families or members of the public when there are complaints, concerns, enquiries and compliments about services provided by the Trust, and where appropriate making enquiries or requesting information and responding appropriately.

8)    Use own judgement to ensure appropriate information and non-clinical advice is provided.

9)    Advise those patients who wish to formally complain, of the Trusts complaints process and signpost to independent advocacy or other appropriate services.

10)    Act as a support to patients, their family or carers and actively listen, when required to help resolve their concerns and act sensitively and compassionate at all times. There may be occasions where the post holder will be exposed to angry and/or distressed individuals and will provide reassurance that issues raised will be reviewed and/or investigated.

11)    Ensure sensitive communication methods (telephone, e-mail, face to face or letter concerns) are dealt with promptly, effectively, sensitively and in a helpful and diplomatic manner whilst maintaining confidentiality at all times. All concerns, enquiries and complaints taken must be actioned promptly and must be resolved or passed to the appropriate senior member of the team or Trust to aid resolution.

12)    Ability to cope with emotional situations and meet with patients and/or their nominated person to discuss their concerns. This can include attending wards, or other appropriate clinical and non-clinical areas of the Trust and ensuring the relevant manager is contacted if/when appropriate.

13)    Ensure all contacts with the PALS team have access to high quality information and advice from the Trust, with support from senior team members if needed.

14)    To provide guidance and support to directorates on resolving concerns. Liaise with relevant managers to ensure that actions that have arisen from the concerns/queries are raised as appropriate.

15)    Ensure that all PALS and complaints activity is logged onto Datix and that the electronic records are well maintained and updated as required.

16)    Be aware of user’s individual needs, i.e. language/communication, and respond appropriately to the specific requirements to access services.

17)    Arrange relevant meetings and ensure that the individual(s) are provided with written confirmation of the meeting or audio recording as appropriate.

Claims

1)    Liaise with all levels of staff across the Trust in order to assist with ensuring that claims are handled speedily and effectively, in line with Trust process and the Civil Procedure Rules.    2)    Support the management of the claims process and be a point of contact for the escalation of issues and advice provision to them.    3)    Support the Complaints and Claims Manager in the day-to-day management of claims received by the Trust.     4)    To assist in obtaining all relevant documentation, information and reports to assist the legal advisors in assessing liability and quantum of claims.    5)    Assist in maintaining a comprehensive record and ensuring the incident and risk management system is updated with relevant information, including but not limited to the type of and subject of claim outcomes and learning, status and financial information.

Inquests

1)    To assist with the day-to-day handing of inquests, liaising directly with HM coroner office as well as Trust employees to assist in the smooth running of the process.

2)    Support the management of the inquest process and be the point of contact for escalation of issues.

3)    Request and receive reports for HM Coroner from appropriate staff ensuring that staff receive appropriate support and guidance, keeping staff involved and updated on developments and progress where necessary.

4)    To assist in the review of written reports to ensure they are of high quality.

5)    Assist in maintaining a comprehensive record and ensuring the incident and risk management system is updated with relevant information, including but not limited to the type of and subject of claim outcomes and learning, status and financial information.

General

1)    The post holder will need to be able to prioritise their own workload and work autonomously to ensure the needs of the service are met and that standards are adhered to. There are likely to be frequent interruptions due to the nature of the service and be able to provide timely responses.

2)    Deputise as required in the absence of the Complaints and Claims Manager.

3)    Support with the provision of training on the requirements and process for managing PALS, complaints, inquests and claims.