Patient Experience Officer

Dyddiad hysbysebu:	08 Medi 2025
Cyflog:	£30,936 i £34,458 bob blwyddyn
Gwybodaeth ychwanegol am y cyflog:	£30936 - £34458 a year
Oriau:	Llawn Amser
Dyddiad cau:	14 Medi 2025
Lleoliad:	Carlisle, CA2 6DT
Cwmni:	NHS Jobs
Math o swydd:	Parhaol
Cyfeirnod swydd:	B0334-25-0001

Crynodeb

Please refer to the enclosed Job Description and Person Specification document for the role requirements. Patient and Staff Experience Support with the development of a high-quality integrated Patient Experience service for patients, carers and members of the public who require support to seek information, help or advice and/or the resolution of concerns or complaints To play a key role in the delivery of our strategic organisational priorities and facilitate and support operational activities in relation to patient/staff experience and involvement To act as an expert resource on seeking out, understanding and responding to the voice of patients and staff Complaint & Claims Management To manage and support the patient feedback process, specifically complaints and potential claims to ensure; Support the Patient Experience Manager and Practice Teams to ensure compliance with the complaints, incidents and claims management process in accordance with organisational policies and procedures and national guidance Contact patients, carers and/or the complainant directly in the first instance to ensure patient safety and provide support with the complaints management process to help resolve their concerns Promote patient safety by ensuring every complaint and concern is logged and reviewed for clinical issues with any potential safety issues are raised in a timely manager to the Practice Teams and Clinical Quality Manager Complete complaint investigations with Practice Team members and provide a thorough response to resolve complaints and prevent returned complaints To manage and support with the Incident Management process to ensure; Incident Management Support the Patient Experience Manager and Practice Teams to ensure compliance with the Incident management process in accordance with organisational policies and procedures and national guidance Support the Clinical Quality Manager, Patient Experience Manager and Practice Teams to improve the incident management process to adopt the Patient Safety Incident Framework (PSIRF) principles and implementation process across NCPC Support Practice Teams with the completion of incident investigations including significant event analysis (SEA) and supporting with the development of incident chronology Support incident escalation processes as required To manage and support with the Patient Engagement and Education process to ensure; Patient Engagement & Education Assist practices with the marketing and promotion of NCPC that provides safe, personal, co-ordinated care for the communities we serve Support Practice Clinical and Managerial Leads on patient engagement in services and to ensure a co-ordinated approach to public and community engagement Support with the development and facilitation of Patient Participation Groups (PPGs) in accordance with GMS contractual requirements Communications Maintain strong communication with patients, carers and team members Support with the production of the Clinical Governance Directors - Quality Report and Patient Experience Reports Support with the development of digital tools to improve communication and engagement with all stakeholders Lead and support with the development and implementation of communication and campaign materials such as posters, leaflets and other publications Performance and Quality Ensure that accurate performance data is available to aid decision making Monitor patient feedback measures including the Friends and Family test, patient surveys and compliments and complaints Support the Patient Experience Manager and Practices with the management of incidents, complaints and claims process Escalate potential patient safety and safeguarding concerns to Senior Management Leads, where appropriate Health and Safety Adhere to individual responsibilities for infection control and health and safety, using a system of observation, hazard identification, questioning, reporting and risk management Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Internal Relationships Work with the clinical leadership team and practice teams in a matrix structure to support the development of cross site working to support operational delivery. Equality and Diversity The post holder will support the equality, diversity and rights of Patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of Patients, carers and colleagues Behaving in a manner that is welcoming to the individual, is non- judgmental and respects their circumstances, feelings, priorities and rights. Confidentiality While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this Job Description, the post holder will have access to confidential and sensitive information relating to patients and their career, Practice staff and other healthcare workers. They will also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data The duties and responsibilities detailed above are not exhaustive and you may be required to complete other tasks and duties which are commensurate to this job role All staff are required to work within NCPC Values: We Care We are a Team We Work Hard to Improve