Junior Patient Experience Advisor

An exciting and new opportunity has arisen to join our formal complaints team at UHNM.

The post holder will:

o Provide advice to complainants to facilitate their use of the complaints procedure.o Train NHS staff on the complaints policy and procedureso Identify areas of risk and monitor performance and quality of services arising from complaints received to facilitate organisational learningo Work as part of a team, handling formal concerns and complaints in preparation for investigation within specified time limitso Provide advice on a range of issues including the complaints procedure, services, programmes/routine health promotion adviceo Undertake complex complaint investigationso Organise and attend multi-agency and multi-directorate complaints meetingso Produce accurate and comprehensive meeting summaries following attending complaints meetingso Liaise with complainants, identifying the key points, agreeing an action plan and timescales and supporting the complainant throughout the formal complaints processo Liaise with external agencieso Log complaints timely and accurately on the DATIX
electronic complaints moduleo Update and analyse the database (DATIX) to identify trends and problems to be resolvedo Take a role in training Trust staff on dealing with concerns and complaintso Ensure action plans are implemented as a result of learning from complaints, To act as a point of contact for Trust Complaints Team for patients, carers, relatives, service users and members of the public. Liaising with the enquirer to clarify their request and determine the appropriate action required e.g. providing complex and sensitive advice and solutions for their queries/concerns, drafting responses or identifying the most suitable respondent/individual to resolve the query, using contacts and networks within and outside the organisation to facilitate a prompt response.

Triage incoming formal complaints for severity, escalate as necessary to the Quality and Safety Team/ Complaints, PALS and Volunteer Services Manager etc.

To facilitate and attend formal complaint with patients, carers or members of the public who may be displaying a challenging range of behaviours in distressing and emotional situations.

To ensure all complainants are supported through the formal complaints process, and that they are aware of other independent organisations such as independent advocacy organisations, who can help.

Regularly undertaken complex audits on DATIX to check for recurring themes and trends to assist in the learning and improvement of services. Ensure the escalation of any such trends to the Complaints, PALS and Volunteer Services Manager.

To be responsible for the management and allocation of work to ensure that peaks in service demand are effectively managed and priorities are met.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.