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Patient Experience Advisor

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Cambridgeshire Community Services NHS Trust

11d ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    People, HR & Administration

AI generated summary

  • You must handle enquiries and complaints, record outcomes, draft response letters, analyze patient experience data, and support project administration for the Patient Experience Team.
  • You will handle enquiries and complaints, record outcomes, support investigations, draft responses, analyze patient experience data, and assist with project administration and survey designs.

Requirements

  • - Work within the PALS team as a contact point for enquiries and complaints about the Trust.
  • - Ensure that all contacts and outcomes are recorded and learning points are recognised and shared.
  • - Be responsible for providing information and arranging investigations relating to complaints.
  • - Compile documents to support complaint investigation and draft letters from the investigators findings to respond to the complainant. Ensuring that the complaint has been answered that the language used to communicate the findings is appropriate for the audience and effectively communicates the findings.
  • - Provide support with reporting of patient experience information and data analysis of themes and trends relating to surveys and complaints.
  • - Ensure systems and processes are maintained that provide timely and high quality responses.
  • - Provide general project and administration support for the Patient Experience Team, including patient survey designs, inputting data/information and development of relating processes.

Responsibilities

  • - Work within the PALS team as a contact point for enquiries and complaints about the Trust.
  • - Ensure that all contacts and outcomes are recorded and learning points are recognised and shared.
  • - Be responsible for providing information and arranging investigations relating to complaints.
  • - Compile documents to support complaint investigation and draft letters from the investigators findings to respond to the complainant.
  • - Ensuring that the complaint has been answered that the language used to communicate the findings is appropriate for the audience and effectively communicates the findings.
  • - Provide support with reporting of patient experience information and data analysis of themes and trends relating to surveys and complaints.
  • - Ensure systems and processes are maintained that provide timely and high quality responses.
  • - Provide general project and administration support for the Patient Experience Team, including patient survey designs, inputting data/information and development of relating processes.

FAQs

What is the duration of the Patient Experience Advisor position?

The position is a fixed term for 1 year, ending in September 2025.

What kind of skills are required for this role?

Exceptional customer care skills and expertise are essential due to daily interactions with patients and the public via telephone and email.

How will complaints and enquiries be handled by the Patient Experience Advisor?

The post holder will act as a contact point for enquiries and complaints, ensuring all contacts and outcomes are recorded, and collaborating on investigations related to complaints.

What type of support is provided to the Patient Experience Team?

The Patient Experience Advisor will provide general project and administration support, including designing patient surveys, inputting data/information, and developing related processes.

How is patient experience information reported and analyzed?

The role involves contributing to the reporting of patient experience data and analyzing themes and trends related to surveys and complaints.

Who can I contact for further details or informal visits about the position?

You can contact Lisa Wright, the Patient Experience & Participation Manager, at lisa.wright@nhs.net or by calling 07964910323.

What is the salary structure for this role?

The salary will be subject to the 2024/25 Agenda for Change increases once an implementation date is agreed.

What kind of organization is this role being offered in?

The position is within a Trust rated ‘Outstanding’ by the Care Quality Commission, known for providing high-quality innovative services across most of the east of England.

Are there opportunities for professional development in this role?

Yes, the organization promises a culture that prioritizes staff engagement and development, making it a supportive environment for professional growth.

Cambridgeshire Community Services NHS Trust

Providing health and care services across Bedfordshire, Cambridgeshire, Luton, Norfolk, Peterborough and Suffolk.

Science & Healthcare
Industry
1001-5000
Employees

Mission & Purpose

Cambridgeshire Community Services aims to deliver high quality care to the diverse communities we serve in Bedfordshire, Cambridgeshire, Luton, Milton Keynes, Norfolk, Peterborough and Suffolk. We provide the following services: • A range of children’s services to children, young people and families in (Cambridgeshire and Norfolk) • School age immunisation programme (Cambridgeshire, Norfolk, Peterborough and Suffolk) • ICaSH: Integrated Contraception and Sexual Health Services (Bedfordshire, Cambridgeshire, Norfolk, Peterborough and Suffolk) • Dental services (Cambridgeshire, Peterborough and Suffolk) • Musculo-skeletal services and uro-gynaecological physiotherapy services (Cambridgeshire and Peterborough) • The Oliver Zangwill Centre for Neuropsychological Rehabilitation and the Evelyn Community Head Injury Service • Children and Adults’ Community Health services for the residents of Luton • Children and Adults’ Community Health services for the residents of Bedfordshire are provided in partnership with East London NHS Foundation Trust (ELFT). We believe that community based health services are fundamental to the success of an NHS that gives people more choice and control over their health care.