Patient Relations Support Officer
| Posting date: | 06 January 2026 |
|---|---|
| Salary: | £24,937.00 to £26,598.00 per year |
| Additional salary information: | £24937.00 - £26598.00 a year |
| Hours: | Full time |
| Closing date: | 13 January 2026 |
| Location: | Wolverhampton, WV10 0QP |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9225-26-0011 |
Summary
The post holder will be responsible for the provision of high quality, administrative support to the Patient Relations Team including the Associate Director of Patient Relations and the Head of Patient Relations. To provide high quality administration and secretarial support to the Patient Relations Team. To produce correspondence to a high standard, using a range of MS office software products. To maintain accurate records of PALS contacts, compliments, formal and informal complaints, as advised by the other members of the Patient Relations Team. To be responsible for the inputting of data onto the Trusts complaints system (DATIX). Screen and answer incoming telephone calls, dealing with enquiries in a helpful and diplomatic manner whilst maintaining confidentiality at all times Organise copies of correspondence and / or healthcare records and ensure these are sent to the appropriate Directorate, complaint lead or external sources in line with the Information Governance Policy. To be responsible for managing an effective system of filing, archiving and scanning of documents. To assist in the production of monthly, quarterly and annual complaint reports. Participate in dealing with routine enquiries to the Patient Information Centre, via the telephone or in person. To maintain and order stationery required by the team. To arrange meetings as requested by members of the Patient Relations Team. To take and transcribe notes of meetings when required, or to make arrangements for the recording of meetings Locate, obtain and track medical records when necessary To assist the Patient Relations Team with auditing formal and informal complaint and compliment data. To handle the Patient Relations Teams incoming and outgoing mail. Assist with outreach work this involves eliciting the views of patients on wards and in other settings and the Equality and Diversity agenda. The post holder will also be expected to: Assist with duties appropriate to the grade during period of staff absence To provide short-term cover for colleagues during periods of leave. To ensure that all Trust standards are maintained and monitored to improve the quality of care to all who come into contact with services provided by the Royal Wolverhampton NHS Trust. Every employee has a duty to take reasonable care of the health and safety of him / herself and of other persons who may be affected by his/her acts or omissions at work, and to co-operate with the Royal Wolverhampton NHS Trust to ensure that statutory and Trust regulations are complied with. To participate in appraisals and personal reviews and work to achieve agreed set objectives. Participate in appropriate training and development activities To participate in team, professional and personal development activities and promote commitment to continuous development and improvement. Ensure that all staff consciously review mistakes, complaints and incidents/near misses as well as successes to improve performance and the level of customer care. All employees will have an organisational and individual responsibility towards safeguarding vulnerable adults, young people and children. Where employees are working with children, young people and families they have a responsibility to cooperate in national safeguarding policy around early intervention activities appropriate to improving health outcomes. To abide by Infection Prevention and Control policies relevant to their area of work, and undertake the necessary level of training. This will be appraised through the KSF review process or other relevant professional review process. This job description is subject to review at any time in consultation with the post holder.