Patient Experience Assistant

This role will work in the corporate directorate to provide a responsive, flexible, customer focussed and reactive patient experience service (PALS) to meet the needs of patients, carers and their families.

The post holder will use their own initiative, or with guidance from senior members of the patient experience team, to deal with and resolve informal enquiries from the public to prevent them from escalating to a formal complaint, where possible, by providing immediate advice and assistance.

Main duties of the job

The role includes:

Receiving patient/service user enquiries via various platforms (e.g. phone, email, correspondence)

Receiving telephone calls directed to the patient experience team dedicated phone line, including recorded messages/voicemails, and ascertain the caller's concerns, noting all the relevant contact details, in order to be able to provide advice and assist/signpost as appropriate

Providing help and guidance to patients/service users, tailoring conversations to their needs

Ensuring enquiries and concerns are addressed and resolved in a timely manner, either through direct actions or through collaboration with relevant staff, escalating delays to senior members of the team in line with departmental procedures

Ensuring the Head of Complaints and Patient Experience is notified promptly of any serious issues arising as part of any PALS enquiry/ informal concern

Ensuring all details are accurately logged onto Datix for future reference and for reporting purposes. Updating and amending information according to set procedures to ensure that enquiries are handled appropriately and resolved fully

Ensuring that the database of useful contacts is maintained and regularly updated.

The South East London Integrated Care System (ICS) brings together the health and care partners that serve our vibrant and highly diverse populations resident in the London boroughs of Bexley, Bromley, Greenwich, Lambeth, Lewisham and Southwark.

Our partnership brings together six local authorities, over 200 general practices, Guy's and St Thomas' Hospital NHS FT, King's College Hospital NHS FT, Lewisham and Greenwich NHS Trust, South London and the Maudsley Mental Health FT and Oxleas FT. Importantly, the ICS seeks to be connected to the communities we serve (circa 1.92m residents) and work with the widest possible range of community, voluntary and third sector groups and organisations in each borough.

Our vision is a highly performing, sustainable ICS that looks after its staff, responds to its communities and takes action to reduce the inequalities they experience. As a relatively new organisation our Integrated Care Board (ICB) we have established the organisation, details upon which can be found at www.selondonics.org/icb