Patient Experience Caseworker Band 5

Salary: £14.11 – £15.74 per hour

The Recruitment Co are looking for the right candidate for a Patient Experience Caseworker Band 5 for our NHS client based in Chester.

Pay: £14.11 – £15.74
Contract: Temp
Site: Chester

Job Description:

You will be part of a team of staff responsible for the delivery of the Trusts Patient Experience Strategy.

Your main focus will be to provide a single point of contact for patients, families & the public who wish to raise complaints regarding the care, treatment or services delivered at the Countess.

You will link closely to the other Patient Experience Caseworker and Patient Experience Lead to ensure all contacts are dealt with appropriately and statutory and regulatory requirements are met in full.

You will also have the opportunity to become involved in the wider patient experience agenda and to support the support the Patient Experience Lead with the monitoring of patient feedback from a range of different sources, including but not limited to the Friends & Family website, NHS Choices, and social media.

Patient Experience Lead with the monitoring of patient feedback from a range of different sources,

Main Duties:

1. Upon allocation of a complaint to prioritise and initiate an investigation with the appropriate staff within the Trust
within agreed timescales.

2. Make objective analysis and assessment of complaints that are complex and/or sensitive, make judgements and, through liaison with staff, facilitate negotiations with all concerned to find solutions.

3. Directly manage complex and sensitive complaints information and provide expert support and advice to ensure thorough complaint investigations against NHS/Trust standards to ensure timely responses and that the Trust meets the standards set by the NHS Complaints Procedure.

4. Have the skills to recognise when local resolution has been exhausted.

5. Contribute to the effective and efficient handling of cross agency complaints in line with the locally agreed protocols, taking the lead where appropriate.

6. Draft complaint responses for approval by the respondants in readiness for the Chief Executive to sign.

7. Prepare, maintain and collate accurate and contemporaneous records of all complaints raised by individuals including outcomes and actions.

8. Once a complaint is resolved, ensure that all complaint outcomes/actions are entered on Datix and when appropriate liaise with staff with regard to completed action plans.

For further information please apply to this post

The Recruitment Co. is an equal opportunities employer and we’re committed to diversity and inclusion in the workplace.