Patient Experience Advisor

at  North Tees and Hartlepool NHS Foundation Trust

To provide an efficient and effective Patient Experience Advisor role to patients, carers, relatives, advocates and staff.
To comply with National Regulations and local policy in relation to complaint management, to ensure a high quality service is maintained.
To demonstrate excellent listening skills, compassion, empathy and sensitivity and the ability to de-escalate challenging situations.
To work closely within the Patient Experience Team to manage the daily workload. To be able to identify and manage priorities and ensure where there is a potential risk of failure to achieve deadlines, this is escalated appropriately.
To be actively involved in a variety of aspects of patient feedback, including leading on documenting and digital recording of patient stories, documenting compliments and Friends and Family data.
Producing high quality reports from digital patient feedback data.
To provide an effective and efficient complaint Advisor service to patients, carers and relatives. To ensure effective guidance is provided to the complainant.
To adhere to National guidance and local policy regarding management of complaints.
To liaise with staff and external agencies to ensure a robust system is in place to obtain responses for complaints/Ombudsman cases within deadlines.
To monitor internal complaint timescales and highlight issues in relation to these.
To identify and capture patient stories.
To manage a central register of compliments.
To analyse data to produce high quality reports.
To assist the Survey Lead in dissemination of National and Local survey data. Collating results as required.
To provide administrative/personal assistant support service to the Trust’s Patient Experience Manager and Deputy.
At North Tees & Hartlepool NHS Foundation Trust our main priority is, and always will be, to provide safe and high quality care to our patients every day; the kind of care we would want for ourselves and our loved ones. We want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.
We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development. Staff recognition is very important to us; as well as performance reviews and appraisals, we recognise staff through Star and Team of the month, colleague recognition – a note of thanks, Managers Awards, Shining Stars and Service Awards.
We support the Making Every Contact Count approach to behaviour change in the promotion of health and wellbeing of individuals and communities.
We recruit for values and “Together we are North Tees & Hartlepool”
Work as an effective first line contact to patients and members of the public in dealing with complaints, via letter, email, telephone call or face to face discussions within the hospital setting. T o provide a high quality complaint Advisory service .
Listening and demonstrating understanding, empathy, sensitivity, discretion and confidentiality in dealing with simple and complex complaints. To be able to de-escalate challenging conversations.
To proof read written complaint responses to a very high standard for the approval and signature of the Trust Responsible Person for signing a complaint. This requires an excellent command of the English language and attention to detail is essential to meet required standards.
Accompany the Patient Experience senior team to meetings (Trust wide or in a complainant’s home). With the responsibility for taking notes/ transcribing and formulating concise notes.
To initiate emails and letters, within the complaint process, to a very high standard on behalf of the Chief Executive, Managing Director, Chief Nurse/Director of Patient Safety & Quality, Associate Director of Nursing Experience and Improvement, Patient Experience Manager and Deputy.
To maintain and manage a full digital register of all complaints received using Microsoft Word and Inphase,
To record patient/carer/relative compliments.
To visit wards and departments to identify, collect and document patient stories. To work with the Trust Communications team to interview and record service user’s patient stories.
To analyse data to produce high quality reports regarding patient experience .
To develop an understanding of the National and Local survey process and support the Survey Lead when required.
To support wards and departments in collecting and inputting Friends & Family data. To release a daily Friends & Family report to ensure text messages are sent to patients. To liaise with the National team with issues or queries

Please refer the Job description for details