Patient Experience and Governance Administrator

To contribute to the provision of a comprehensive complaints service, dealing with service users' complaints, concerns and enquiries, accurately recording and logging these, and supporting the investigation process.
Supporting the Patient Experience and Governance team by taking minutes of meetings and creating reports.
The post-holder will exercise initiative, independent judgement and decision making arising from situations within this role and will liaise with medical, nursing, administrative and managerial staff from within the division and the rest of the Trust, and also from external organisations and complainants.
Please see job description for full details., + Support and administer patient experience and clinical governance arrangements for the division.
+ To prepare and coordinate local resolution meetings and governance meetings.
+ To assist in the management of patient safety incidents
+ To receive complaints from patients and from the Trust's complaints office pertaining to all departments within the NMSK division and maintain accurate records on the trust database. To ensure that all complaints and compliments received directly by the NMSK division are recorded by the Trust's complaints office.
+ To maintain an accurate patient experience tracker
+ To initiate investigations for all complaints received through ensuring all relevant parties receive a copy of the complaint and are informed of the deadline for their response to be received.
+ To ensure a comprehensive electronic file of all responses is available for drafting a final letter.
+ To compile a draft response for complaints, for checking by the appropriate Manager.
+ To ensure that all parties contributing to the complaint response are provided with a copy of the final draft for their comments before submission to the Divisional Management Team for their authorisation.
+ To support the Clinical Governance team to ensure that action plans arising from patient safety incidents and complaints evidenced in a timely manner
+ To maintain an informed, accurate overview about the status and themes of all patient safety incidents and complaints within the division. To liaise with the Patient Advice and Liaison Service to ensure that queries and complaints are dealt with promptly and according to Trust policy.
+ To provide audit reports for the division in monthly reports. Meet critical deadlines to ensure the continued effective and efficient operation of the Patient Experience and Governance process.

Working for our organisation
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
We commit to treating each patient as an individual with respect and dignity, aiming to deliver excellent clinical outcomes and a first-class experience for everyone who uses our services.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups., If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.
Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.
If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel .
North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.
At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT's workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.
Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.