Putting Things Right (PTR) Call Handler/Administrator

The aim of the PTR Call Handler/Administrator is to provide the initial point of contact for telephone concerns received by the Corporate PTR Team. They will also be responsible for uploading the information onto RLDatix.

The post holder will be required to use their own initiative when dealing with situations outside the parameters of procedures, but they can liaise with the Concerns Manager or experienced member of the PTR team for advice and guidance when required, particularly for difficult situations.

The post holder will also provide administrative support to the Putting Things Right Team.

They will promote a compassionate approach whilst responding to patient, family and service user enquires commensurate with organisational values, which promotes active listening and learning as the basis for improved engagement., * To be responsible as the first point of contact for receiving, directing and monitoring calls from complainants.

• To obtain accurate details from the complainant, maintaining confidentially and ensuring compliance with General Data Protection Regulations (GDPR).

• To maintain an empathetic approach, whilst interpreting the needs of distressed /bereaved complainants.

• Discuss and agree actions with the Concerns Manager or experience member of the team, to facilitate early resolution wherever possible.

• Ensure detailed and accurate logging of information received from the complainant onto RLDatix.

• Assist in the complaints process for ensuring that draft complaint response letters that are sent to the Putting Things Right Team are correctly formatted and printed, prior to sign off by the Chief Executive.

• The post holder will be required to use the software packages that are in operation within the Health Board including, Word, Excel, PowerPoint and Outlook. Also, input and access information on RLDatix (i.e., web based Datix for incidents and separate module for complaints).

• Provide support to the Public Services Ombudsman for Wales (PSOW) and the Serious Incident Team, if required.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Headquarters St Cadoc’s Hospital ,

Lodge Road

Caerleon

NP18 3XQ, https://abuhb.nhs.wales/ (Opens in a new tab), Rhiannon.Price@wales.nhs.uk

01633431664