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Patient Relations Senior Case Officer | University Hospitals of Morecambe Bay NHS Foundation Trust
| Posting date: | 30 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £35,392 - £42,618 per annum |
| Hours: | Part time |
| Closing date: | 29 June 2024 |
| Location: | Kendal, LA9 7RG |
| Company: | University Hospitals of Morecambe Bay NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6260034/331-K4970524 |
Summary
The University Hospitals of Morecambe Bay offers an exciting opportunity for an experienced, enthusiastic, values-driven Patient Relations
Senior Case Officer.
The Patient Relations Senior Case Officer will co-ordinate and manage the investigation process and final response to individual complaints and provide support and advice to staff within all clinical and non-clinical
directorates.
Please apply if you have the attributes and skills to take on this exciting and challenging role within the organisation.
• Day to day contact with Trust staff at all levels in order to oversee the effective coordination and resolution of concerns, complaints or requests for information.
• To ensure the effective coordination of the investigation of complaints, draft responses to complaints. There will be a high level of contact with patients , users of the Trust and complainants, both on the telephone, in writing and face to face, in order to discuss their concerns, complaints and expectations
of the complaints procedure.
• There will be a range of external contacts which will include Independent Complaints Advocacy Service staff and MP’s staff, for issues that have been referred to or from an external agency.
• The post holder will be required to travel to all hospital sites to attend meetings and be available to support staff on each site as part of the Patient Relations team.
• As the workload is varied and complex, the post holder must be able to plan, organise and prioritise not only their own workload but that of the other team members with regard to their case loads.
• To supervise the work of and provide advice to the Patient Relations Case Officers.
• To oversee the day to day supervision of Patient Advice and Liaison Service (PALS).
• Ensure that complaints processes result in quality improvements for patients and carers.
We operate from three main hospitals-Furness General Hospital (FGH) in Barrow, the Royal Lancaster Infirmary (RLI), and Westmorland General Hospital (WGH) in Kendal, as well as a number of community healthcare premises including Millom Hospital and GP Practice, Queen Victoria Hospital in Morecambe, and Ulverston Community Health Centre.
FGH and the RLI have a range of General Hospital services, with full Emergency Departments, Critical/Coronary Care units and various Consultant-led services.
WGH provides a range of General Hospital services, together with an Urgent Treatment Centre, that can help with a range of non-life threatening conditions such as broken bones and minor illnesses.
All three main hospitals provide a range of planned care including outpatients, diagnostics, therapies, day case and inpatient surgery. In addition, a range of local outreach services and diagnostics are provided from community facilities across Morecambe Bay.
To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person
Specification located under the supporting documents heading. You can also read more information about University Hospitals of Morecambe Bay
by visiting our website http://www.uhmb.nhs.uk/
This advert closes on Thursday 13 Jun 2024