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Patient Experience Officer

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South Western Ambulance Service NHS Foundation Trust

16d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    People, HR & Administration
  • Exeter

AI generated summary

  • You must have complaints handling knowledge, experience managing difficult situations, strong written skills, investigation and management expertise, and the ability to handle complex, sensitive information.
  • You will listen to patient feedback, gather and analyze information, draft response letters, facilitate resolution meetings, and prepare reports for committees while liaising with the Ombudsman.

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
  • - Adaptable and professional written style
  • - Interpersonal skills
  • - Prioritisation skills
  • - Investigation skills
  • - Management skills
  • - Professional, supportive, and sensitive manner in responding to feedback
  • - Ability to collect necessary information, documents, recordings, and statements
  • - Expertise in drafting high-quality, complex response letters
  • - Ability to organise and facilitate local resolution meetings
  • - Skills in preparing and presenting detailed briefing papers
  • - Liaison skills with the Health Service Ombudsman office
  • - Ability to handle complex, sensitive, and contentious information

Responsibilities

  • - 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 required for the Patient Experience Officer position?

The successful candidate should have recent and relevant knowledge of complaints handling and experience managing difficult situations. Strong written skills and the ability to interpret complex information are essential.

Is previous experience in a similar role necessary?

Yes, candidates need to demonstrate experience in complaints handling and managing challenging situations, as well as having strong interpersonal and management skills.

What are the main responsibilities of the Patient Experience Officer?

The main responsibilities include delivering services for patients and their families, guiding Investigating Officers, drafting response letters, organizing local resolution meetings, and preparing briefing papers regarding patient experience feedback.

How does the role involve handling sensitive situations?

The role requires actively listening to feedback from individuals who may be bereaved or emotionally distressed and responding in a professional and supportive manner.

Will the Patient Experience Officer assist in investigations?

Yes, they will collect necessary information and provide expert advice to ensure high-quality investigation reports.

Is there an emphasis on quality assurance in this role?

Yes, ensuring the highest levels of quality assurance for investigations is a key responsibility, aimed at maximizing learning within the organization.

What kind of skills will the Patient Experience Officer need?

Essential skills include interpersonal, prioritization, investigation, management, and strong written communication abilities, particularly for drafting complex correspondence.

Will the Patient Experience Officer interact with external organizations?

Yes, there will be a need to liaise with the Health Service Ombudsman office as required.

In what environment will the Patient Experience Officer be working?

The role is based at Trust Headquarters in Exeter, within a supportive and inclusive team environment.

Are there opportunities for professional development in this position?

Yes, the South Western Ambulance Service NHS Foundation Trust promotes career growth and provides a positive environment where employees can thrive.

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.