Patient Experience and Governance Administrator | North Bristol NHS Trust
| Posting date: | 27 June 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25,147 - £27,596 per annum |
| Hours: | Full time |
| Closing date: | 27 July 2024 |
| Location: | Bristol, BS10 5NB |
| Company: | North Bristol NHS |
| Job type: | Permanent |
| Job reference: | 6430258/339-RUH4128-A |
Summary
An exciting opportunity has arisen within the NMSK Division to provide assistance to the Governance Team by supporting patient experience and patient safety.
To contribute to the provision of a comprehensive complaints service, dealing with service users’ complaints, concerns and enquiries, accurately recording and logging these, and supporting the investigation process.
Supporting the Patient Experience and Governance team by taking minutes of meetings and creating reports.
The post-holder will exercise initiative, independent judgement and decision making arising from situations within this role and will liaise with medical, nursing, administrative and managerial staff from within the division and the rest of the Trust, and also from external organisations and complainants.
Please see job description for full details.
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
We commit to treating each patient as an individual with respect and dignity, aiming to deliver excellent clinical outcomes and a first-class experience for everyone who uses our services.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.
• Support and administer patient experience and clinical governance arrangements for the division.
• To prepare and coordinate local resolution meetings and governance meetings.
• To assist in the management of patient safety incidents
• To receive complaints from patients and from the Trust’s complaints office pertaining to all departments within the NMSK division and maintain accurate records on the trust database. To ensure that all complaints and compliments received directly by the NMSK division are recorded by the Trust’s complaints office.
• To maintain an accurate patient experience tracker
• To initiate investigations for all complaints received through ensuring all relevant parties receive a copy of the complaint and are informed of the deadline for their response to be received.
• To ensure a comprehensive electronic file of all responses is available for drafting a final letter.
• To compile a draft response for complaints, for checking by the appropriate Manager.
• To ensure that all parties contributing to the complaint response are provided with a copy of the final draft for their comments before submission to the Divisional Management Team for their authorisation.
• To support the Clinical Governance team to ensure that action plans arising from patient safety incidents and complaints evidenced in a timely manner
• To maintain an informed, accurate overview about the status and themes of all patient safety incidents and complaints within the division. To liaise with the Patient Advice and Liaison Service to ensure that queries and complaints are dealt with promptly and according to Trust policy.
• To provide audit reports for the division in monthly reports. Meet critical deadlines to ensure the continued effective and efficient operation of the Patient Experience and Governance process.
This advert closes on Thursday 11 Jul 2024