At a Glance
- Tasks: Handle patient complaints and concerns with empathy and professionalism.
- Company: Join the Mid Cheshire Hospitals NHS Foundation Trust team at Leighton Hospital.
- Benefits: Gain valuable experience in healthcare, with opportunities for personal growth.
- Other info: Work in a supportive environment with a focus on teamwork and community.
- Why this job: Make a real difference in patients' lives by resolving their issues effectively.
- Qualifications: Strong communication skills and a calm approach to problem-solving required.
The predicted salary is between 30000 - 40000 € per year.
We are looking to recruit a Patient Advice and Complaints Associate to work in the Patient Advice and Complaints Team (PACT), based at Leighton Hospital. You will report to the PACT Manager and will be responsible for handling complaints and concerns as they come into the hospital in person, by telephone or email.
Responsibilities
- Handle complaints and concerns from patients, carers and medical professionals through in‑person, telephone and email channels.
- Manage a caseload of complaints and informal concerns independently and without direct supervision.
- Provide front‑line problem‑solving and information services, acting as the first point of contact for service users.
- Resolve queries, requests for information, concerns, complaints, comments and compliments and negotiate immediate solutions promptly and effectively.
- Liaise with senior management teams and service managers to ensure issues are reviewed, response deadlines met, clear responses are produced and action plans developed.
- Coordinate with external agencies such as Independent Healthwatch Advocacy Services (ICAS), Members of Parliament (MPs) and the Parliamentary and Health Service Ombudsman (PHSO).
- Facilitate the Trust’s ability to respond to service‑user queries and provide on‑the‑spot assistance and support to patients, relatives, carers and the general public.
- Handle sensitively concerns raised by vulnerable members of the community, including children, older people and those with mental health problems.
- Work with patients and carers to resolve wide‑ranging areas of concern, using diplomatic, tactful and compassionate responses.
- Promote and foster good relationships with external agencies and prepare information and responses as required.
- Process concerns and complaints in line with national guidance, ensuring resolution to the satisfaction of the service user wherever possible.
Qualifications
- Good customer service skills and excellent communication skills across a wide range of people, including patients, carers and medical professionals.
- Calmness in difficult situations and the ability to remain composed to achieve resolutions.
- Good listening skills to identify each issue/concern accurately.
- Strong organisational and team skills to prioritise workload within the team.
- GCSE level in mathematics and English.
- Proficiency in computer skills, including Microsoft Office.
- NHS experience is an advantage.
- Knowledge of the patient information system (PCS) and Ulysses.
- Ability to work with people at all levels of the organisation and under pressure to tight deadlines.
Patient Advice and Complaints Associate | Mid Cheshire Hospitals NHS Foundation Trust employer: Mid Cheshire Hospitals
Mid Cheshire Hospitals NHS Foundation Trust is an exceptional employer, offering a supportive work culture that prioritises patient care and employee well-being. As a Patient Advice and Complaints Associate at Leighton Hospital, you will benefit from comprehensive training and development opportunities, allowing you to grow your skills in a dynamic healthcare environment. The Trust values compassion and teamwork, ensuring that you can make a meaningful impact while working alongside dedicated professionals committed to improving patient experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Patient Advice and Complaints Associate | Mid Cheshire Hospitals NHS Foundation Trust
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Mid Cheshire Hospitals NHS Foundation Trust on LinkedIn. A friendly chat can give us insider info about the role and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to patient complaints and customer service. We can even role-play with a friend to nail those responses and show off our calmness under pressure!
✨Tip Number 3
Showcase your communication skills! During interviews, share specific examples of how you've handled difficult situations in the past. This will help us demonstrate our ability to resolve issues effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we can keep track of our application status easily!
We think you need these skills to ace Patient Advice and Complaints Associate | Mid Cheshire Hospitals NHS Foundation Trust
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Patient Advice and Complaints Associate. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Communication Skills:Since this role involves a lot of interaction with patients and medical professionals, it's crucial to demonstrate your excellent communication skills. Share examples in your application where you've effectively resolved issues or communicated complex information clearly.
Highlight Relevant Experience:If you've got any experience in customer service or handling complaints, make sure to bring that to the forefront. We want to see how you've managed similar situations in the past, especially in a healthcare setting if possible.
Keep It Professional Yet Personal:While we want to see your personality shine through, remember to keep your application professional. A friendly tone can go a long way, but ensure you're also conveying your seriousness about the role and the responsibilities it entails.
How to prepare for a job interview at Mid Cheshire Hospitals
✨Know Your Stuff
Familiarise yourself with the Patient Advice and Complaints Team's role within the NHS. Understand the common types of complaints and concerns that arise in a hospital setting, and be ready to discuss how you would handle them. This shows your genuine interest and preparedness for the position.
✨Showcase Your Communication Skills
Since this role requires excellent communication skills, prepare examples from your past experiences where you've effectively resolved issues or communicated with diverse groups. Practise articulating these scenarios clearly, as it will demonstrate your ability to handle sensitive situations with tact and compassion.
✨Stay Calm Under Pressure
Interviews can be nerve-wracking, but remember that the role demands calmness in difficult situations. Think of a time when you managed a stressful situation successfully and be ready to share that story. This will highlight your ability to remain composed and find solutions, which is crucial for this job.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, the types of cases you might handle, and how success is measured in this role. This not only shows your enthusiasm but also helps you gauge if the position aligns with your career goals. Plus, it leaves a positive impression on the interviewers!
