Job Description
Our Quality Governance - Patient Experience Team is looking for an enthusiastic Patient Experience Officer.
You will play a key role in supporting the work of the Patient Experience Team in providing a proactive, supportive and efficient service for managing and resolving complaints and dealing with public enquiries whilst promoting good patient experience to all who use Trust services.
You will be the first point of contact for individuals or their representatives wishing to raise a complaint and will provide effective management of complaints, including ensuring that all enquiries and complaints are handled, investigated and responded to in accordance with NHS and Trust legislation, policies and guidelines, within specified statutory timelines.
You will also be active part of the Patient Experience Team being involved in initiatives to enhance patient experience within Hull University Teaching Hospitals NHS Trust.
The role includes communication with members of the public to assist them in the resolution of their complaints and queries, providing information on the complaints process and signposting them to other relevant services as appropriate. A professional, caring and respectful manner must be demonstrated at all times.
Hull University Teaching Hospitals NHS Trust strongly encourages new starters to have the Covid-19 vaccine. However, it is not a mandatory requirement to work for us.
HUTH has two main sites: Hull Royal Infirmary and Castle Hill Hospital with an annual budget of approximately £800 million. The Trust employs around 11,000 staff and serves an extended population of 1.25 million, delivering a number of outpatient services from locations across the area.
The Trust’s secondary care service portfolio is comprehensive, covering the major medical and surgical specialties, routine and specialist diagnostic services and other clinical support services. These services are provided primarily to a catchment population of approximately 600,000 in the Hull and East Riding of Yorkshire area.
HUTH provides specialist and tertiary services to a population of 1.25 million extending from Scarborough in North Yorkshire to Grimsby and Scunthorpe in North East and North Lincolnshire respectively.
For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.