Patient Support and Complaints Officer in Bath

Join to apply for the Patient Support and Complaints Officer role at Royal United Hospitals Bath NHS Foundation Trust

Job Overview

You will be responsible for receiving, logging and investigating patient and family enquiries received via email, phone and in person. Excellent communication and writing skills are vital in this role. You will 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 is responsible for managing enquiries relating to lost property and works closely with wards to resolve issues.

Main Duties

• Provide an empathetic and responsive advice service to patients and their families.
• Receive complaints and concerns and agree with the patient or their family the best option for resolution (complaint, concern, feedback).
• Frequently communicate with patients and service users in person, on the telephone and via written communication.
• Record and maintain PSCT contacts on the Datix database system, escalating issues where necessary.
• 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.
• Escalate enquiries to the PSCT Manager when appropriate.
• Assist with collecting organisation‑wide patient feedback.
• Manage enquiries related to lost property and work closely with wards to resolve issues.

Working for our organisation

At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. We are proud to be in the top 20 best hospitals to work for in the country. We are committed to creating a compassionate and inclusive environment and celebrate diversity. We support staff wellbeing with a comprehensive programme spanning physical, emotional, spiritual and financial health. We are committed to supporting your growth and want you to join our team. Learn more about living and working in the beautiful historic city of Bath and our extensive staff benefits.

Person specification

Knowledge and experience

• Excellent interpersonal skills in all forms of communication, especially face‑to‑face and telephone; ability to communicate in a logical and clear manner with empathy.
• Knowledge of health and wellbeing issues and healthcare services acquired through experience.

Skills

• Able to remain calm under pressure and communicate effectively with patients/carers who are angry/upset and highly emotional, including challenging behaviours with distressed and angry individuals.
• Excellent IT skills including Microsoft Office.

Immigration note

Due to recent changes in UK immigration and visa rules applicants who do not currently have the right to work in the UK may not be considered unless an alternative right to work solution can be provided. Candidates requiring sponsorship should review the eligibility criteria on the gov.uk website before applying.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and is therefore subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020. A Disclosure to the Disclosure and Barring Service will be required to check for any previous criminal convictions.

Documents to download

• PSCT (PDF, 440 KB)
• Join the RUH (PDF, 1.1 MB)

Contact

Name: Laura Davies
Job title: Deputy Head of Patient Experience
Email: laura.davies15@nhs.net