Patient Experience facilitator

at  NAViGO Health and Social Care CIC

The postholder will support the overall Patient Experience functions within the Quality and Assurance Team and contribute to the Clinical Governance Assurance Framework and Quality Strategy by: Supporting the PALS lead in handling complaints and managing them in accordance with local policies and the NHS complaints framework Receiving, logging and acknowledgement of complaints and concerns via telephone, e-mail, letter or feedback forms, ensuring that they are accurately recorded within the database system. Listening to often distressed individuals, who have concerns regarding the service they have received, with compassion and integrity, ensuring that all the details for follow-up investigation are captured. These individuals could be bereaved, be emotionally distressed, agitated, aggressive, verbally abusive and dealing with poor mental health. Each individual should be responded to with professionalism in a supportive and sensitive manner.
Providing support and guidance to the appointed complaints investigators in complaint investigation, responses ensuring that the complaint/concern is addressed fully within the agreed time frames, this could be in the form of arranging a local resolution meeting, or obtaining relevant information, documents, recordings, statements and records. Providing draft high quality complex response letters, liaising with the investigator for clarification on missing information and any actions identified. This can often involve receiving highly complex, sensitive and contentious information, ensuring that Information Governance policies are adhered to. Supporting the PALS lead in the coordination and reporting of feedback from service users, including national surveys, internal questionnaires and groups.
Supporting the Quality and Assurance team in the coordination of action plans from complaints and trends in feedback. Supporting the Quality and Assurance team in co-production of reports from the work carried out by the team to support the dissemination of learning which provide assurances to the Navigo Board of Directors around compliance with our PALs policy and any other regulatory requirements. Supporting the Quality and Assurance team to complete internal audits, inspections and surveys as directed by the Head of Quality. Supporting the Quality and Assurance team to deliver a monthly Quality Bulletin and the Annual Quality Account.
Completing administrative duties as required, including organising meetings, preparing, and distributing papers and reports and taking minutes. Communication The post holder will have excellent communication skills and will be expected to communicate across all levels of staff in differing media to ensure that information flows and deadlines for data and action completion are met. The post holder will have good customer service ability, with a friendly and approachable nature and will be confident in handling calls which may be contentious/challenging/emotionally distressing in nature e.g., service user complaints, telephone calls to families with a relative who may have passed away. The successful candidate will be expected to deescalate and support the service user in giving their feedback.
Analytical The post holder will need to be proficient in the use of Microsoft Office including word, excel, PowerPoint and Microsoft Teams. The post holder will be able to interpret and use intelligence from data to support report writing and presentation production. Training The post holder will be expected to undertake all statutory and mandatory training and undertake any relevant training to improve the management of complaints and feedback processes. Planning The post holder will be organised and will be able to coordinate updates on progress of complaints, action plans and work plans in readiness for scheduled meetings.
They will undertake planning and coordination of meetings with complainants, families and service area leads. Policy The Quality Assurance team is responsible for several Corporate Policies for which the post holder will be expected to contribute to the review as part of the stakeholder group. Service user care Service users are at the heart of the services Navigo deliver, the postholder as a member of the Quality Assurance team will be required to participate in inspections and support the provision of information that may influence change. The Head of Corporate Quality has oversight of Quality Improvement across the organisation and the post holder will be required to support the quality improvement work through reporting of service user and carer feedback, which may directly affect service user care.
Information The post holder will support the Quality Assurance team in the co-production of several reports including population of the Quality and Learning Network Agendas with relevant information, reports for disseminating information across the organisation and the Patient Experience Report which is an integral part of the quarterly Integrated Performance Report (IPR). Team Development The post holder will support the Quality Assurance team in the team development to ensure that service user feedback is integral in decision making across Navigo. The team are currently working to introduce a Quality Management System Inphase and the postholder will form part of the implementation group within the team

Please refer the Job description for details