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Job Overview
The Patient Experience Administrator is a key member of the Patient Experience Team. This post assists in the development and implementation of administrative systems to support the Complaints and PALS teams. This includes providing general office support as well as more specific support for certain aspects of the Complaints and PALS processes.
The post-holder is crucial in ensuring the day-to-day administrative support needed to ensure the smooth running of these services.
Main duties of the job
The main duties of this role involve providing administrative and support services within the Patient Experience team. Key responsibilities include redacting complaint and PALS records for various requests, managing the filing, scanning, and photocopying of documents, and overseeing stationery stock and orders. The role also includes monitoring complaint timelines through the ‘bring forward’ system, updating records on Radar, and closing complaints following CEO approval. Additionally, the role requires logging compliments, attending and taking minutes at meetings such as the Divisional Patient Experience Group and Local Resolution Meetings, coordinating PHSO requests, and handling phone calls from patients, carers, and the public, offering assistance or escalating issues where needed.
Working for our organisation
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.
Detailed Job Description And Main Responsibilities
- Redacting complaint/PALS records as required for the Parliamentary & Health Service Ombudsman (PHSO) requests, SARS requests, Complaints Lay Review Panel or other activities.
- Filing, scanning and photocopying documents as required, such as new complaints received.
- Managing stationery - stock control and ordering.
- Completing the ‘bring forward’ task (monitoring complaint due dates, contacting divisions before the due date and ensuring they contact the complainant and advise of any delays. Updating this on Radar and on paper files).
- Closing complaints once CEO sign off has been received. This includes updating the Radar record with the closed date, scanning and sending the complaint responses.
- Receiving and logging compliments within the process for this.
- Attending Divisional Patient Experience Group to record the meeting, take notes and produce the meeting minutes, action log and agenda.
- Arranging and note taking as required at multi-divisional Local Resolution Meetings
- Loading closed enquiries onto Radar.
- Coordinating requests for the PHSO
- Answering calls and monitoring the office phones, providing assistance to patients, carers, relatives and members of the public; addressing their concerns where possible or escalating a message to PALS and Complaints officers where appropriate.
Person specification
Essential Criteria
Essential criteria
- Four GCSEs grade D or above to include Grade C or above in Maths and English.
- Customer service experience
- Previous NHS experience
If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.
Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.
If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel 0117 414 1151.
North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.
At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.
Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.
