Patient Experience Advisor | Cambridgeshire Community Services NHS Trust

Patient Experience Advisor – Overview

An exciting opportunity to join our Patient Experience Team. You will be the main contact point for complaints, support investigations, draft response letters, and record learning points. You will be part of the PALS team and contribute to patient experience data analysis.

Main Duties and Responsibilities

• Act as the point of contact for service users’ complaints.
• Use sensitive questioning techniques to obtain information, clarify understanding, identify needs and expectations, and record and communicate findings.
• Support the investigation and drafting of complaint response letters under the Trust Complaints Policy.
• Maintain systems to acknowledge, manage and escalation of complaints, ensuring timelines are met.
• Encourage local resolution of complaints by coordinating meetings for users and carers.
• Draft complaint plans and response letters demonstrating communication skills and attention to detail.
• Provide complaint investigator training and support.
• Promote the PALS service and ensure service users and staff know how to contact the service.
• Contribute to policy and procedure review and update.
• Organise, prioritise and manage own workload to meet deadlines.
• Produce all Patient Experience and quality reports and analyse themes and trends.
• Provide general administration and project support for the team, covering phones and email accounts.
• Lead on the updating of Patient Experience information pages on the intranet and public website.
• Provide cover for team members during short absences.

Communication

• Receive calls from service users and carers, taking messages and liaising with leads and managers.
• Raise serious concerns with safeguarding leads or senior managers as required.
• Communicate effectively with internal departments and external organisations.
• Contribute to the production and analysis of reports for the Board and Senior Management Team.
• Build awareness and knowledge of other local NHS Trusts and stakeholders.

People Management

• Support Trust staff on the patient experience databases.
• Maintain own professional development and appraisal.

Clinical and Practice Governance

• Observe and maintain strict confidentiality in line with Data Protection Act.
• Adhere to Information Governance, Information Security, risk assessment, infection control and mandatory training.
• Participate in clinical and safeguarding audits and emergency preparedness processes.

Qualifications

We are looking for a reliable, flexible, well organised candidate with a patient centred approach. Good interpersonal skills, the ability to develop successful working relationships at all levels, excellent written and verbal communication skills and attention to detail are essential.

Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer.