Patient Enquiry and Resolution Co-ordinator

Job description

Job summary

We are seeking to appoint 1 x PEARS Co-ordinator at Glan Clwyd Hospital to support the service, to provide support across the wider North Wales service.

As a Co-ordinator working at corporate level across the organisation the post holder(s) will play a key role in supporting the PEARS Manager(s) and administering the organisation's arrangements for investigating and responding to enquiries and low level complaints, in line with the requirements set out by the Welsh Government (WG).

The successful candidate will be responsible on a daily basis to autonomously manage and co-ordinate the concerns received by the organisation.

The post holder will support the Complaint Lead, Senior Complaint Manger and PEARS Manager in the implementation of a long term, standard, consistent approach to NHS Redress ensuring that all concerns are investigated using the same tools and methodology/techniques to aid resolution. The post holder will maintain systems (databases / spreadsheets / business plans etc.) ensuring that all information is captured allowing detailed statistical and analysis report to be produced.

You will need to be enthusiastic, motivated, sensitive and tactful; educated to degree level (or equivalent experience) and have experience in dealing with stakeholders/patients/carers/members of the public in what often can be difficult and challenging situations.

Main duties of the job

The main responsibilities of the post are:

• Support the PEARS Manager in applying the policies and processes to ensure that the Health Board meets the requirements of the Listening to People Regulations.
• To be responsible for autonomous case management of concerns from inception to completion ensuring that a range of techniques are used to aid the resolution of concerns, including obtaining independent clinical advice, legal advice, promoting the use of advocacy and facilitation, being open, providing apologies and where appropriate the offer of compensation, further treatment and rehabilitation.
• To act as a point of contact for Services to support investigations into concerns to include providing expert knowledge and advice, information, templates, review of responses, discussions regarding investigations and support in facilitating meetings.
• Produce daily / weekly reports (Situation Reports), highlighting key themes and trends in relation to complaints.

The post holder will:

• Work in collaboration with the Complaints Team to manage Stage 2 formal complaints.
• Responsible for providing over-arching business support (including managerial, administrative, secretarial and organisational support) to the PEARS Team, Senior Managers and Directors.
• The appointee will be required to work confidently and autonomously for the majority of the time without immediate guidance and day-to-day delivery of the urgent responsibilities.

About us

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Job description

Job responsibilities

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

You will be able to find a full Job Description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Job description
Job responsibilities

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

You will be able to find a full Job Description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person Specification

Experience

Essential

• Relevant experience of dealing with general public / patients / carers / health professionals on customer service issues.
• Experience of dealing with a variety of professionals and staff at different levels.

Desirable

• Proven experience of working in customer services or related departments within a complex organisation

Qualifications

Essential

• Educated to degree level or equivalent qualification or experience
• Evidence of Continuous Professional Development

Skills

Essential

• Experience of establishing / using systems and processes to ensure effective recording, monitoring and evaluation of feedback. Problem solving skills.
• Experience of effective communication (verbal and written)
• Ability to work on own initiative and manage own workload
• Welsh essential

Desirable

• Evidence of good IT skills, including presentations and use of social media / ECDL or equivalent
• Evidence of handling distressing or sensitive situations

Knowledge

Essential

• Good understanding of the legislation governing complaints and complaints management
• Working knowledge of operating within a patient experience / engagement framework

Desirable

• Broad understanding of the NHS systems and processes

Other

Essential

• Special requirements to perform in the role - Ability to travel within geographical area

Person Specification
Experience

Essential

• Relevant experience of dealing with general public / patients / carers / health professionals on customer service issues.
• Experience of dealing with a variety of professionals and staff at different levels.

Desirable

• Proven experience of working in customer services or related departments within a complex organisation

Qualifications

Essential

• Educated to degree level or equivalent qualification or experience
• Evidence of Continuous Professional Development

Skills

Essential

• Experience of establishing / using systems and processes to ensure effective recording, monitoring and evaluation of feedback. Problem solving skills.
• Experience of effective communication (verbal and written)
• Ability to work on own initiative and manage own workload
• Welsh essential

Desirable

• Evidence of good IT skills, including presentations and use of social media / ECDL or equivalent
• Evidence of handling distressing or sensitive situations

Knowledge

Essential

• Good understanding of the legislation governing complaints and complaints management
• Working knowledge of operating within a patient experience / engagement framework

Desirable

• Broad understanding of the NHS systems and processes

Other

Essential

• Special requirements to perform in the role - Ability to travel within geographical area

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Additional information
Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Employer details

Employer name

Betsi Cadwaladr University Health Board
Address

Glan Clwyd Hospital

Rhyl

LL18 5UJ

United Kingdom

Employer's website