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Patient Experience Officer

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South Western Ambulance Service NHS Foundation Trust

2mo ago

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

AI generated summary

  • You need experience in complaint handling, strong writing skills, adaptability, interpersonal skills, and the ability to manage sensitive situations and investigations effectively.
  • You will handle patient feedback, guide investigations, draft response letters, facilitate resolution meetings, prepare briefing papers, and liaise with the Health Service Ombudsman as needed.

Requirements

  • The successful candidate will have recent and relevant knowledge of complaints handling and experience of managing difficult situations.
  • They will need to be a highly experienced, self-motivated and an enthusiastic individual with exemplary written skills and have the ability to interpret complex information to produce written correspondence of a high quality.
  • Candidates will need to demonstrate an adaptable and professional written style.
  • Interpersonal, prioritisation, investigation and management skills are also essential to the role.
  • The successful applicant will form part of the Patient Experience team based at Trust Headquarters, Exeter, delivering 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.
  • They will also 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.
  • The reports will be complex and may contain sensitive or contentious information, necessitating well-developed persuasive, negotiating, empathetic, or reassurance skills, especially where agreement or cooperation is crucial in developing solutions to address the recommendations made.
  • Liaise as needed with the Health Service Ombudsman office.

Responsibilities

  • The successful applicant will form part of the Patient Experience team based at Trust Headquarters, Exeter, delivering 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.
  • They will also 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.
  • The reports will be complex and may contain sensitive or contentious information, necessitating well-developed persuasive, negotiating, empathetic, or reassurance skills, especially where agreement or cooperation is crucial in developing solutions to address the recommendations made.
  • Liaise as needed with the Health Service Ombudsman office.

FAQs

What qualifications are needed for the Patient Experience Officer position?

Candidates should have recent and relevant knowledge of complaints handling and experience in managing difficult situations. Strong written and interpersonal skills are also essential.

What is the primary responsibility of a Patient Experience Officer?

The primary responsibility is to deliver an outstanding, responsive service for patients, carers, and the public regarding complaints, concerns, feedback, and advice related to their services.

What type of setting will I be working in as a Patient Experience Officer?

The role is based at Trust Headquarters in Exeter, within the Patient Experience team.

Will I be required to handle sensitive information?

Yes, the role involves managing complex, sensitive, and contentious information while maintaining a high level of professionalism.

What kind of skills are essential for this role?

Essential skills include interpersonal skills, prioritisation, investigation, management skills, and the ability to draft high-quality correspondence.

How does the role contribute to patient care?

The Patient Experience Officer plays a key role in maximizing learning from feedback, guiding investigations, and ensuring that patient concerns are addressed promptly and effectively.

What kind of support is available for professional development?

The Trust offers continuous professional development and opportunities for progression to different roles across the organisation.

How many hours a week will I be expected to work?

The standard working week is 37.5 hours.

Are there any benefits provided to employees in this role?

Yes, benefits include a competitive NHS salary, generous holiday entitlement, a pension scheme, career progression opportunities, and employee 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 call 01392 453814.

Do I need to have experience in handling complaints?

Yes, recent and relevant experience in complaints handling is a key requirement for this position.

Is personal resilience important in this role?

Yes, the role requires the ability to actively listen and respond professionally to individuals who may be emotionally distressed or displaying challenging behaviours.

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South Western Ambulance Service NHS Foundation Trust

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.