About this role
Job summary
An exciting opportunity has arisen for an enthusiastic individual to work in our busy, friendly Patient Experience Team. We provide support for service users and carers in relation to the feedback we receive, including enquiries, concerns, complaints and compliments. This requires established skills in receiving, analysing and resolving a wide range of issues, which can be complex and highly sensitive.
Main duties of the job
Working within the Trust's Patient Experience Team, ensuring we meet national and local standards. To undertake delegated duties to ensure the delivery of an effective, visible and accessible Patient Experience service which meets the required standards across all Trust services throughout Derbyshire, this includes dealing with general feedback as well as concerns, complaints, comments and compliments using Trust procedures. To respond to Closer Look and Quick Resolution complaints following Trust processes, resolving matters sometimes in difficult circumstances. To offer information, advice, support and signpost people when required. To provide a listening service for patient, carers, and relatives concerns, ensuring that their contact with the Trust is as easy as possible.
About us
Join 'Team Derbyshire Healthcare' and become part of a talented, compassionate and enthusiastic workforce committed to a vision of 'making a positive difference in people's lives'.
CQC rated us as 'GOOD' overall, commenting on how our colleagues "treated patients with compassion and kindness" and "felt positive and proud about working for the trust."
Benefits include:
Commitment to flexible working where this is possible
27 days annual leave/year plus bank holidays, increasing to 29 days after 5 years & 33 days after 10 years' service
Yearly appraisal and commitment to ongoing training
Generous NHS pension scheme
Good maternity, paternity and adoption benefits
Health service discounts and online benefits
Incremental pay progression
Free confidential employee assistance programme 24/7
Access to our LGBT+ network, BAME Network and Christian Network
Health and wellbeing opportunities
Structured learning and development opportunities
Job description Job responsibilities
Please review the Job Description and Person Specification. To apply, please click APPLY FOR THIS JOB - this link will take you to the TRAC Recruitment Site. You will need to register if you do not already have an account.
Person Specification
Essential Essential
oEducated to 'A' level or equivalent experience, including English language GCSE grade C or above or equivalent. oCustomer Services NVQ Level 3 or equivalent knowledge and/or experience oClear understanding of the NHS Complaints Procedure (Local resolution and Ombudsman) oUnderstanding of the Data Protection issues, Freedom of Information Act, Caldecott guidelines and Confidentiality policies, when dealing with patients and the public and any information stored about them
Desirable
oBond Solon BTEC level 5 Complaints Training oMediation/facilitation skills oExperience of working with mental health service users & carers oExperience of using Datix system oUnderstanding of Patient Experience
Experience Essential
oComplaints handling experience
Desirable
NHS/Social Care experience
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Derbyshire Healthcare NHS Foundation Trust
Address Kingsway Hospital
Kingsway
Derby
DE22 3LZ
United Kingdom
Employer's website http://www.derbyshirehealthcareft.nhs.uk/ (Opens in a new tab)