Patient Experience Officer

To work within our integrated Quality Department to assist patients, carers and visitors to resolve concerns and enquiries they may have with any aspect of the Trust's services; supporting them and showing them empathy in resolving their concerns. The post holder will:

• Work as part of a team, handling concerns and informal complaints within specified time limits.
• Liaise with enquirers, identifying the key points, agreeing an action plan and timescales and supporting the contact throughout the process.
• PALS officers are an integral part of the Real time feedback work which includes speaking to patients and their families on the wards.
• Log contacts in a timely and accurately way on DATIX.
• Update and analyse DATIX to identify trends and problems to be resolved.
• Assist in the processes that ensure the department and the Trust achieve statutory standards such as Care Quality Commission requirements

University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.

We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.

Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.

We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award. Pathway To Excellence - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk)

By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities. There has never been a better time to join our team.

The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society. We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care. We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

Essential: - oRecognised qualifications in literacy and numeracy (minimum GCSE English and Mathematics or equivalent)

Desirable: - oIT Qualification/ experience oCustomer care training oCommunication oSkills training oConflict Resolution training

Essential: - oPrevious experience of working within a 'customer facing' environment. oPrevious experience of working in a Patient Experience role oWorking experience of MS Office applications including MS Word, Excel, Access, PowerPoint, Outlook.

Desirable: - oPrevious experience of handling complaints or concerns oExperience of working in an NHS Organisation oExperience of facilitating meetings oUse of NHS systems

Essential: - oExperience of a wide range of administration procedures. oUsing databases/systems to input & extract key data. oGood working knowledge of Microsoft Office computer packages. For example, Word, PowerPoint, Excel, and Access. oExperience of working within a customer care environment in an advisory capacity. oExperience of providing information in a clear and concise manner. oExperience of dealing with conflict.

Desirable: - oExperience of working within the NHS or Healthcare Setting oKnowledge of GDPR, clinical governance, acquired through training and experience. oAware of role of Patient Advice and Liaison Service (PALS) oExperience in a similar role or equivalent knowledge. oExperience of Datix system

Essential: - oExcellent written and verbal communication skills. oExcellent numeracy skills oExcellent people skills - both face to face and on the telephone oAble to apply tact and sensitivity to establish trust and confidence oAble to analyse problems and initiate effective solutions. oGood decision-making skills and the ability to resolve complex work-related issues quickly and effectively. oWell organised with the ability to autonomously prioritise work and meet tight deadlines. oAble to use judgment and initiative to provide information and support. oAbility to work in a confidential and sensitive manner. oAbility to work effectively both as an individual and as part of team

Desirable: - oThe ability to strictly adhere to the Trust policy on confidentiality and equal opportunities. oFlexible to suit the needs of the service.

Essential: - oEvidence of demonstrating the Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect) and the associated Values in Action behaviours in the workplace. oFor posts with managerial responsibility only Evidence of promoting equality, diversity and inclusion, and ensuring fair and equitable practices throughout your work experience. Evidence of promoting a culture which helps individuals live behaviours aligned to our Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect)