Patient Experience Officer

Patient Experience Officer

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

Where We Are:

We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. NHS 24 supports hybrid working, and this post can be based within any NHS 24 regional centre. The successful candidate must be within commuting distance to a regional centre to attend if required and must also be able to travel to other regional centres when requested to attend meetings, undertake training and any other activities.

This Role:

The post holder will provide support to the organisation in relation to the receipt and management of patient feedback nationally.

Acting as a first point of contact for the management of patient and service user complaints and feedback, you will work collaboratively and in partnership with a wide range of stakeholders within NHS 24 and across all NHS Scotland Health Boards to ensure all are being managed in accordance with the guidance set out in the NHS Complaints Handling Procedure

You will be a vital part of the Patient Experience Team, responsible for day-to-day management and ensuring that complaints are being managed to a high standard.

Key Responsibilities:

• The post holder is the Lead for the day-to-day management of Patient Feedback across the organisation and provides assurance, in the form of narrative and statistical reports, to the Patient Experience & Liaison Manager that all patient feedback is being managed in accordance with the national agreed key performance indicators of 5 days for the receipt, investigation and outcomes of Stage 1 complaints and for responding to Stage 2 complaints within twenty working days.
• The post holder will drive compliance with the Scottish Government targets, agreed in conjunction with the Scottish Public Services Ombudsman (SPSO) which requires Stage 1 and Stage 2 complaints to be responded to within 5 days and 20 days respectively.
• The post holder will have in-depth understanding of the CHP and the Patient Rights (Scotland) Act 2011 and is responsible, along with the Patient Experience & Liaison Manager, to ensure all NHS 24 services adhere and remain compliant at all times.
• The post holder is involved in cases which progress to Adverse Event which require to be managed in accordance with the Duty of Candour legislation. This involves following the Duty of Candour process to ensure compliance and timelines are met.
• The post holder is responsible for compliance with the NHS 24 Complaints Handling Procedure and is required to ensure organisational wide adherence, reporting this to the Patient Experience & Liaison Manager.
• The post holder will assist in the receipt and provision of information requested under the Freedom of Information (Scotland) 2002 Act in relation to patient feedback, taking cognisance of the exemptions contained within the Act.
• To provide guidance and advice to a wide range of skill sets and Senior Management groups within the organisation on the patient feedback legislation and on how this is interpreted and applied to NHS 24. This includes raising awareness, agreeing process with partner Health Boards and when required and providing training and support to staff to effectively manage patient feedback.
• The post holder will support the Patient Experience & Liaison Manager in providing organisational guidance to senior staff who undertake the role of clinical investigator in relation to the information required to effectively respond to complaints.
• Contributes to the continuous development of training materials for sharing with a wide range of clinical and non-clinical staff in relation to patient feedback, including ongoing development of e-learning modules. Assists in the delivery of training and deputises for the Patient Experience & Liaison Manager when required.

The successful applicant will:

• Be educated to HND level or equivalent experience.
• Have extensive experience of receipting, managing, progressing and responding to patient feedback.
• Have knowledge of the Duty of Candour Legislation
• Have relevant experience in complaints handling and co-ordination
• Have Line Management experience and of successfully leading, motivating and managing staff
• Possess excellent organisational skills and managing challenging and competing priorities
• Have developed influencing, negotiating and facilitation skills
• Evidence of successful engagement activity/partnership working and relationship management
• Excellent verbal and written communication skills, including the ability to simplify and communicate complexity
• Possess a sound understanding of relevant national and local policy in relation to the management of complaints and patient feedback
• Have excellent strategic and analytical skills
• Have experience of NHS Scotland and Out of Hours Services

Benefits:

NHS 24 offers a complete benefits package, with a permanent contract on Band 5 £31,892 - £39,735. Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

Interested?

Please read the Digital Job Pack and Person Specification for full details on this opportunity as well as the Digital Candidate Application Guide which will support you in your application.

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

NHS 24 has a legal obligation to ensure that it does not employ any Worker who has not been granted the relevant permission to work in the UK. This permission is without exception granted by UK Visas and Immigrations. We are required to check the entitlement to work in the UK of all prospective employees, regardless of nationality or job category. NHS 24 does not hold a sponsorship license therefore will be unable to sponsor candidates for skilled worker visas. Candidates who require a Certificate of Sponsorship can access further information at www.bia.homeoffice.gov.uk. Skilled worker Visa and all current immigration rules are available at www.gov.uk

Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.

We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.