Patient Experience Administrator

This is an opportunity to work in the Patient Experience Team as a Patient Experience Administrator. You will be able to bring your skills to the team who work together in order to assist patients, relatives, carers with their enquiries and help resolve any problems or concerns they have.
The role of Patient Experience Administrator will support the co-ordination of the concerns and complaints procedure and will involve liaising with staff, patients and relatives as well as monitoring adherence to timescales and preparing reports. The post holder will require excellent customer service, communication and organisational skills with attention to detail. The work involves dealing with people at who may be going through a difficult time in their lives and you must be able to complete the necessary tasks whilst acting in a caring and compassionate manner.
For further information please contact Jareth Knell, Patient Experience Administrator on extn 8013., Provide admin support and coordination of the Trust's complaints procedure using Datix management system.
Manage Patient Experience email account and reply to patients, relatives and carers who raise concerns., Provide high quality administration and secretarial support to the Patient Experience Team.
Produce correspondence to a high standard, using a range of MS office software products.
Be responsible for inputting compliments received onto the Trust's computer system (DATIX).
Prepare data for monthly and quarterly patient experience reports and any ad hoc report requests received. Provide data for the annual report as requested.
Acknowledge receipt of formal complaints in 3 working days and enter the complaint information on the Datix system.
Support with sending out of complaint responses when confirmed by the Patient Experience Officer, close the complaint on Datix ensuring all findings, recommendations and regrading are recorded accurately.Organise copies of correspondence and/or healthcare records and ensure these are sent to the appropriate Directorate, Lead Investigator or external sources in line with the Information Governance Policy.
Support with maintaining accurate records on Datix of PALS contacts, compliments, hospital bereavements, formal and informal complaints.
Arrange meetings as requested by members of the Patient Experience Team, liaise with the Complainant / PALS contact / Bereaved family member. Send out confirmation of meeting and arrange where to meet Complainant / Contact, and escort to meeting room. Arrange for car parking ticket where applicable.
Ensure recording device is set up for meetings or if necessary take and transcribe notes of meetings when required. Download recordings onto disc and save in Patient Experience shared drive in the appropriate section, send disc to complainant.
Locate, obtain and track medical records using LORENZO system.
Be responsible for managing an effective system of filing, scanning of documents and organise annual archive of paper complaint files., Sometimes we get a lot of applications for our roles. On those occasions we might close the job early. If you don't want to miss out we recommend submitting your application as early as possible.
The Trust use an Applicant Management System called TRAC which helps us manage the recruitment process. All communications regarding your application will come via TRAC (even if you applied via NHS Jobs).
Please check your TRAC account regularly and ensure your email is set up to accept messages so they don't go into your junk/spam folder.
We aim to shortlist all vacancies within 2 days of the vacancy closing, we will get back to all candidates ASAP.
Please ensure all sections of the application form are completed fully. Please particularly ensure that you provide full details of all referees including business email address, telephone contact details and postal address.
South Warwickshire University NHS Foundation Trust is an equal opportunities employer who is committed to Equality and Diversity and does not tolerate discrimination or harassment on the grounds of any protected characteristic as defined by the Equality Act 2010.
All South Warwickshire University NHS Foundation Trust sites are smoke free. We feel it's a great way to help our patients, visitors and staff stay healthy.
The Trust is part of a 'Foundation Group' through a strategic alliance with Wye Valley NHS Trust, George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust. This partnership is great for the sustainability of all four organisations and allows us to share learning and maximise opportunities to ensure the delivery of high quality health and care services for our local populations.

South Warwickshire University NHS Foundation Trust is one of the top performing organisations within the NHS. Our staff think this is a great place to work and we hope you will agree. We have recently been rated as 'Outstanding' by the Care Quality Commission (CQC) following our most recent inspection.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the whole county. This includes our Community Teams in North Warwickshire.
We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity. Over 5900 people work for the Trust and many of them have been here a long time. People find they don't need to go elsewhere to find a fulfilling career in healthcare.
The first thing you will notice about us is how we take our values seriously. We believe that our values underpin everything we do. If you are interested in a role with us you need to make sure our values match your own.
Our values can be summed up in one sentence. We are 'Trusted to provide inclusive, safe, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.
Probationary Period
All new staff to the Trust will be subject to a standard 6 month probationary period, the details of which will duly follow in your contract of employment.
Equality, Diversity, and Inclusion
South Warwickshire University NHS Foundation Trust is committed to creating and sustaining a positive and inclusive working environment for all our employees. Our aim is to ensure that employees are equally valued and respected and that our organisation is representative of all members of society. We define diversity as valuing everyone as an individual - we value our employees, job applicants, students, patients and visitors as people. This is reflected within our values of being Inclusive, Safe, Effective, Compassionate and Trusted.
Agile and Flexible Working
All our staff will have a work base. However the Trust operates as an Agile Working Team therefore staff may be working from home on a regular basis as required by the service. However, occasionally travel around Warwickshire and into your base will be required so access to your own transport would be helpful.
The Trust also welcome staff to work flexibly and we would welcome the conversation at interview regarding flexible working.
Staff Benefits
The Trust offer a wide range of additional benefits to staff. Anyone who joins us on a substantive basis can assess things such as the Lease Car Scheme, Electronics Scheme, Discounted Leisure and Travel, Cycle to work scheme amongst many others available.
Car Parking
The Trust have recently completed the construction of a multi-storey car park at our Warwick Hospital site which has allowed us to reduce waiting times for car parking passes.
To keep up to date on our latest recruitment activity follow us on twitter @swftrecruit or look us up on Facebook (Recruitment - South Warwickshire NHS Foundation Trust)., Come and join a Trust rated Outstanding by the CQC. South Warwickshire University NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further. In addition our staff survey results have placed us 4^th in the country for recommended place to work.
We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.
Our values can be summed up in one sentence. We are 'Trusted to provide safe, inclusive, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.