Complaints and Patient Experience Facilitator

Complaints and Patient Experience Facilitator London, England

St George's University Hospitals NHS Foundation Trust
Full Time London, England 49036 - 55049 GBP ANNUAL Today
Job description

An exciting opportunity has arisen atSt George’s University Hospitals NHS Foundation Trustto join Children's, Women's, Diagnostics, Therapies, Outpatients,Critical Care, Pharmacy, CWDT governance team.

The post holder will work closely with the divisional governance team and in conjunction with the corporate Complaints department. providing the division support in the management of patient experience journey, PALS and complaints. The successful candidate will have a proven track record in managing a complaints, preferably in an acute NHS setting, highly developed written and verbal communication skills, and a patient-centred approach to managing complaints, ensuring patients and carers are at the forefront of the service.

  • Managing a complaints caseload.
  • Liaising and developing excellent working relationships with managers and clinicians throughout the Trust to ensure a proactive approach to complaint handling.
  • Liaison with complainants to provide information and reassurance about the complaint process, to clarify their concerns and expectations, and to ensure they are kept up to date throughout the process.
  • Ensuring that all complaints are registered accurately and that contemporaneous records are kept throughout the investigation to facilitate early identification of potential delays in the process.
  • Producing high quality written responses to complainants, that are tailored to them and fully address their complaint.
  • Liaising closely with and providing support to other members of the Complaints team and maintaining excellent channels of communication with the Trust’s PALS team, to ensure that those seeking assistance are provided with the right service, seamlessly and in a timely fashion.
  • Liaising with relevant external stakeholders, such as the NHS England, the Parliamentary and Health Service Ombudsman, Independent Complaints Advocacy Services, local Healthwatch organisations, Members of Parliament, etc, to facilitate the effective handling of complaints.
St George's University Hospitals NHS Foundation Trust is one of the country's principal teaching hospitals and our main site is shared with St George's, University of London, which trains medical students and carries out advanced medical research. We have over 9,000 dedicated staff serving a population of 1.3 million across south-west London.

We deliver a large number of services, such as cardiothoracic medicine and surgery, neurosciences and renal transplantation. We also cover significant populations from Surrey and Sussex, totalling around 3.5 million people. As well as acute hospital services, we provide a wide variety of specialist care and a range of community services to patients.

*****Please see the attached supporting document which contains more information about the role*****

Complaints and Patient Experience Facilitator
St George's University Hospitals NHS Foundation Trust

www.nhs.uk
London, United Kingdom
Amanda Pritchard
$5 to $25 million (USD)
10000+ Employees
Government
Insurance Carriers
Insurance
1946
Related Jobs

All Related Listed jobs

Early Years Photographer
Andrew Brown Photography Loughborough, England 16.25 GBP HOURLY Today

Photographer. Current DBS clearance ( this can be arranged for suitable candidates)Full UK driving licence and CAR (Please only apply if you have your own

Night Retail Assistant
Primark Stratford, London, England 12.23 GBP HOURLY Today

As a Night Retail Assistant; youll be part of a team that ensures that the sales floor is ready for trade the following day.

Contact Centre Advisor - Work From Home
Brook Street Birmingham, England 11.87 GBP HOURLY Today

As a Customer Service Advisor, you will be supporting HMRC's customers with their telephone queries and you will play an important role in ensuring customers

Agricultural Engineer
Lloyd Ltd Bishop Auckland, England 30781 - 42448 GBP ANNUAL Today

Wellness and support services, including 24/7 GP access. Full product training on our range of equipment and machinery; Access to a retailer discount scheme.

UCL BRC 3-YEAR PhD STUDENTSHIP
University College London London, England Today

In this PhD project you will use data collected from the Avon Longitudinal Study of Parents and Children (ALSPAC) birth-cohort at age 30 to investigate several