As Patient Experience Lead, you will play an integral part of enhancing and driving patient and family experience at The Walton Centre. You will be responsible for managing the day-to-day administration and investigation of concerns and complaints in line with the Trust policy and procedure. You will manage your own caseload and upon receipt triage concerns and complaints identifying the most appropriate method of resolution. You will be required to produce reports and data to present at the relevant Divisional Meeting sharing any trends and cross cover with the other Patient Experience Lead when required. You will lead engagement with patients and families to seek their feedback on the services and care that we provide.
Main duties of the job
- Manage the day-to-day administration and investigation of complaints including complex complaints ensuring high provision of standard and aiming to reach a resolution within agreed timescales.
- Have the responsibility to manage a caseload of concerns and complaints, grading on the severity and identifying the most appropriate method of resolution. Identifying areas involved, clarifying key questions, and tailoring the response appropriately in line with the Policy and process.
- Produce regular and accurate reports, both qualitative and quantitative on complaints, identifying any trends or themes ensuring these are escalated appropriately.
- Plan, facilitate, record and transcribe meetings between complainants and divisions to assist in the local resolution process.
- Lead engagement with patients, families, and carers to seek and share feedback to drive improvements and embed Patient & Family Centred Care (PFCC) in line with Trust strategies.
- Cross cover with other Patient Experience Manager as required.
- Deputise for the Head of Patient Experience (HoPE) as and when required.
About us
The Walton Centre NHS Foundation Trust is the only NHS trust to hold dual accreditation for the Investors in People. We invest in people and we invest in wellbeing standards and have been awarded Gold status for both. The Walton Centre is a leader in the treatment and care of neurology and neurosurgery, placing the patient and their family at the heart of everything we do. As the only specialist hospital trust in the UK dedicated to providing comprehensive neurology, neurosurgery, spinal and pain management services we are proud to be rated as an Outstanding Trust by the Care Quality Commission (CQC), and champion change throughout the field of neuroscience. Originally formed in 1992, the Trust received Foundation Trust status in 2009.
With around 1,450 staff, The Walton Centre treats more than 127,000 outpatients and 18,000 inpatients each year. We have leading specialists and incredibly dedicated staff delivering excellent clinical outcomes for brain, spinal and neurological care nationally and internationally. Teams across our site in Fazakerley, Liverpool, offer a world-class service in diagnosing and treating injuries and illnesses affecting the brain, spine and peripheral nerves and muscles, and in supporting people suffering from a wide range of long-term neurological conditions.
Job responsibilities
Please see the job description and person specification document for detailed information about the job description for this vacancy.
Person Specification
Qualifications
- Educated to degree level or Equivalent level of experience
- Excellent level of education including English/Maths to NVQ level 2.
- Management/Leadership qualification or equivalent or working towards.
Knowledge and Experience
- Comprehensive understanding and knowledge of external assessment or regulating in NHS setting including CQC.
- Excellent Computer skills to level of proficient in using Microsoft office including excel/word/outlook.
- Specialist knowledge and understanding of the legislative and regulatory framework for civil claims and NHS complaints regulations.
- Excellent knowledge of quality, risk management and safety agenda.
- Good understanding of extensive medical terminology that enables informed discussions.
- Ability to analyse data both qualitative & quantitative and make judgments.
- Specialist knowledge of the legal frameworks for NHS complaints and Coroner.
- Experience in Datix system and ability to produce reports.
Skills & Attributes
- Excellent standard of report writing.
- Skills in influencing and persuasion including tenacity.
- Excellent interpersonal skills and ability to communicate effectively and sensitively at all levels - both verbally and in writing.
- Ability to deal with and convey complex and sensitive information.
- Ability to produce analytical reports focusing on improvement and safety changes and how this will be applied.
- Able to influence, negotiate and influence change across an organisation.
- Well organised approach to work and high level of resilience and ability to remain calm in challenging situations.
- Ability to manage a complex personal workload and balance completing demand. Ability to work compassionately with families and carers and with people who wish to raise concerns and signpost them accordingly.
- Ability to arrange and facilitate meetings.
- Excellent presentation skills.
Other
- Strong advocate of patient safety culture.
- Flexibility and adaptability of working hours in line with service.
- Self-motivated but able to work collaboratively.
- Expected to take responsibility for staff and management issues on a day-to-day basis and deputize for the Head of Patient Experience in their absence.
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.
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