Patient Experience Officer

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
• 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 responsibilities

See the Main duties of the job section for detailed responsibilities.

Person Specification

• 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
• oBond Solon BTEC level 5 Complaints Training
• oExperience of working with mental health service users & carers
• oExperience of using Datix system
• oUnderstanding of Patient Experience

Experience

• 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.