Patient Relations Advisor
| Posting date: | 12 May 2026 |
|---|---|
| Salary: | £25,760.00 to £27,476.00 per year |
| Additional salary information: | £25760.00 - £27476.00 a year |
| Hours: | Full time |
| Closing date: | 24 May 2026 |
| Location: | Wakefield, WF2 0XQ |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9174-26-0070 |
Summary
Work as a Team to cover incoming telephone lines, ensuring all calls are answered in a timely fashion (in line with KPIs) with sensitivity and empathy as appropriate. Receiving calls and emails from members of the public, patients, their family members, carers, professionals from other NHS organisations and partner agencies, MPs and Councillors containing personally sensitive information. Taking complaints and other forms of feedback and producing accurate records of issues raised and outcomes being sought. Managing the generic email inbox for the team (in line with KPIs). Providing a Patient Advice and Liaison service on behalf of all YAS services managing requests for information which is personally sensitive and confidential. Identifying the correct process for all contacts and handing-off or progressing as necessary. Carrying out low level investigations and research of PALs and lost/found property enquiries. Liaising with other departments within YAS as required to build intelligence and maintain a library of contacts, procedures and processes. Keep abreast of developments within YAS adding to the teams intelligence and maintaining information resources. Resolving and responding to enquiries by letter, email and telephone utilizing high level of knowledge and skills in relation to the protection of personally sensitive and confidential information. Ensuring cases are correctly allocated to an appropriate coordinator or manager, where necessary. Recording all cases on the Datix database. Keeping accurate records of casework activity. Extracting information from a variety of YAS IT systems for the investigation of cases by Coordinators. Obtaining information from other parts of the service for the investigation of cases by Coordinators. Producing and sending written correspondence on behalf of Coordinators. Supporting Coordinators in dealing with enquiries regarding ongoing cases. Providing support to Coordinators as required. Extracting data from the Datix database and assisting with the production of reports. Managing records and ensuring data quality is maintained. Maintaining registers and logs. Following up of actions and chasing responses. Additional administration duties (including but not exhaustive): Managing the information governance requirements for the teams case records, maintaining filing systems, security, confidentiality and disposal. Contribute to the training of YAS staff in the use of the Datix system. Keeping accurate administrative records and providing reports as required for management purposes. Receiving and processing postal correspondence. Liaising with other departments as necessary to ensure the effectiveness of office facilities for the team printing, scanning, signing-in records, telephone system. Contributing to service improvements/process developments for the team. Providing support to the Patient Relations Manager as required.