Patient Experience Advisor

The post holder will work within the Patient Experience Team and will be responsible for contributing to the management of the Patient Advice and Liaison Service (PALS) as a member of the team.

This involves providing an efficient and confidential day-to-day advice and co-ordination of responses to service users, carers, stakeholders and others who contact the Trust as well as managing and manning the PALS telephone and email systems.

There will be daily interactions with patients and other members of the public via telephone and email which will require exceptional customer care skills and expertise., Work within the PALS team as a contact point for enquiries and complaints about the Trust.

Ensure that all contacts and outcomes are recorded and learning points are recognised and shared.

Be responsible for providing information and arranging investigations relating to complaints.

Compile documents to support complaint investigation and draft letters from the investigators findings to respond to the complainant. Ensuring that the complaint has been answered that the language used to communicate the findings is appropriate for the audience and effectively communicates the findings.

Provide support with reporting of patient experience information and data analysis of themes and trends relating to surveys and complaints.

Ensure systems and processes are maintained that provide timely and high quality responses.

Provide general project and administration support for the Patient Experience Team, including patient survey designs, inputting data/information and development of relating processes.

Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.

There's one reason why our services are outstanding - and that's our amazing staff who, for the seventh year running, rated us incredibly highly in the national staff survey.

If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.