About this role
Job summary
As Patient Safety and Experience Co-Ordinator for the Division of Specialised Services, you will co-ordinate and support with all aspects of patient safety, incident management and complaints. The post holder will work in a small but dynamic team in a varied and fast paced environment.
The successful candidate will provide a comprehensive, professional and effective co-ordinator/administrative support across the division which includes the Bristol Heart Institute and the Bristol Haematology and Oncology Centre.
The post holder will be an integral member of the team and will be expected to be proactive and take initiative individually, and as part of a team. Key working relationships will include Senior Managers, Quality and Patient Safety Leads, the PALS and complaints team and other members of the divisional multidisciplinary team.
Main duties of the job
Support the management and triage of patient safety incidents, ensuring accurate recording, monitoring and escalation where appropriate. Coordinate complaints, concerns and patient feedback processes, supporting investigations and ensuring learning is captured and shared. Act as a point of contact for patients, relatives, carers and staff, providing professional, compassionate and timely communication. Organise, support and present at meetings, including preparing agendas, collating papers, taking minutes and monitoring actions. Produce and maintain patient safety, patient experience and governance reports. Maintain accurate records including Datix, Careflow, Microsoft Office and patient feedback platforms. Prepare, proofread and quality-check reports, correspondence, complaint responses and governance documentation. Support quality improvement, service development and the implementation of departmental procedures and processes. Promote organisational learning through the management of learning-from-excellence and positive practice reporting systems. Analyse information, identify issues, exercise judgement and escalate risks or concerns appropriately. Provide general administrative and resource management support to ensure the efficient operation of the team Demonstrate professionalism, empathy and emotional resilience when managing sensitive or distressing incidents and complaints.
About us
Bristol NHS Foundation Trust brings together more than 28,000 staff to deliver over 160 clinical services across thirteen hospital locations,operatingfrom three main sites at Southmead, Bristol citycentreand Weston.
With an annual turnover of £2.3 billion, we are now one of the largest NHS trusts in the United Kingdom. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that theSouth Westhas to offer.
Bristol NHS Foundation Trust values all people as individuals. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit andretaina workforce whichrepresentsthe rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your applicationin order toensurewe'remeeting our pledge.
Job description Job responsibilities
For a more detailed job description, main responsibilities, and Person Specification, please refer to the job description document attached to this vacancy.
Person Specification
Knowledge & Experience Essential
Clerical/administrative experience/Secretarial Using Datix reporting system Previous NHS experience Ability to work effectively in a busy team, adjust to change and motivate others Confidence to handle difficult conversations with patients, relatives and carers Good IT skills including Microsoft packages Ability to deal with non-routine issues on own initiative Experience of dealing with the public, both on the telephone and in person Knowledge of NHS policies and/or procedures
Desirable
Understanding of specialist medical terminology Demonstrate experience in handling sensitive and confidential information
Education & Qualifications Essential
Educated to GCSE, grade C or above (or equivalent) in English Language and Maths Completed Patient Safety Kalidus Training All essential training is kept up to date
Desirable
Qualified in word processing or audio typing (or equivalent) Business and Administration Level 3 NVQ or equivalent experience Awarness/ have completed Duty of Candour Kalidus training
Personal Qualities Essential
Effective and polite manner when dealing with people, both face to face and on the phone Able to work under pressure and meet deadlines whilst maintaining a high standard of Accuracy Effective organisational skills Attention to detail Able to work autonomously and as a team, make decisions within role responsibilities
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Bristol NHS Foundation Trust
Address Bristol Heart Institute, Level 7 Management Offices
Upper Maudlin Street
Bristol
BS2 8HW
United Kingdom
Employer's website https://www.uhbw.nhs.uk/ (Opens in a new tab)