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  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Healthcare
  • Exeter

Requirements

  • - Recent and relevant knowledge of complaints handling
  • - Experience of managing difficult situations
  • - Highly experienced, self-motivated, and enthusiastic individual
  • - Exemplary written skills
  • - Ability to interpret complex information to produce written correspondence of a high quality
  • - Demonstrate an adaptable and professional written style
  • - Interpersonal, prioritisation, investigation, and management skills are essential

Responsibilities

  • - Deliver an outstanding, responsive and flexible service for patients, carers and members of the public who want to make a complaint, raise a concern, provide feedback or access advice relating to the service they have received.
  • - Provide guidance to Investigating Officers, including ensuring the highest levels of quality assurance for investigations across the organisation to maximise learning.
  • - Actively listen to feedback from individuals, including those who are bereaved, emotionally distressed, or exhibiting challenging behaviours like agitation or aggression. Respond to them in a professional, supportive, and sensitive manner.
  • - Collect necessary information, documents, recordings, and statements that may contain distressing content for thorough investigation.
  • - Provide expert advice and ensure the quality of completed investigation reports.
  • - Draft high-quality, complex response letters that comprehensively address all areas of feedback. This involves handling complex, sensitive, and contentious information.
  • - Organise and facilitate local resolution meetings in response to patient feedback, which may involve delivering emotionally charged, complex, and sensitive information in potentially hostile or highly charged atmospheres.
  • - Prepare and present detailed briefing papers to relevant Committees and Groups concerning issues related to patient experience feedback. This includes making judgements based on the analysis of conflicting and complex facts, information, and various options, requiring significant concentration.
  • - Liaise as needed with the Health Service Ombudsman office.

FAQs

What qualifications are required for the Patient Experience Officer position?

Candidates should have recent and relevant knowledge of complaints handling, experience managing difficult situations, exemplary written skills, and strong interpersonal and management skills.

What are the key responsibilities of a Patient Experience Officer?

The key responsibilities include handling complaints, providing guidance to Investigating Officers, drafting high-quality response letters, organizing local resolution meetings, and preparing detailed briefing papers on patient experience feedback.

Where is this position based?

The role is based in Exeter, a vibrant city in England with excellent transport links and a variety of shops, cafes, and bars.

What are the working hours for this position?

The standard working week for this position is 37.5 hours.

What kind of training or development opportunities are available?

The successful applicant will have opportunities for continuous professional development and career progression within the Trust.

What benefits are offered for this role?

Benefits include a competitive NHS salary, holiday entitlements of up to 33 days, a generous pension scheme, pay enhancements for out-of-hours work, free parking across Trust sites, and access to various discounts.

Who can I contact for more information about the position?

For further details or informal visits, you can contact Christian Mickley, Senior Patient Experience Officer, at christian.mickley@swast.nhs.uk or by calling 01392 453814.

Is experience in handling complaints essential for this role?

Yes, recent and relevant experience in complaints handling is essential for this position.

Is the role suited for individuals who are passionate about improving patient care?

Yes, the role is ideal for individuals who embody values of compassion, teamwork, and innovation, and who are dedicated to making a real difference in people's lives.

Does the position require interaction with sensitive or distressing content?

Yes, the role involves actively listening to feedback from individuals who may be emotionally distressed or bereaved and managing sensitive situations with professionalism and support.

South Western Ambulance Service NHS Foundation Trust provides ambulance & urgent care services for the South West.

Science & Healthcare
Industry
1001-5000
Employees
2013
Founded Year

Mission & Purpose

South Western Ambulance Service NHS Foundation Trust offers emergency and urgent care services across the South West of England. Their mission is to deliver high-quality, responsive care in emergencies and urgent situations, prioritizing patient safety and effectiveness. They also aims to improve health outcomes through timely, compassionate service and continuous innovation in pre-hospital care.

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