Job overview

Patient Experience Senior Advisor

We are looking for an experienced, motivated, Patient Experience Senior Advisor to join the Patient Experience Team.

The successful candidate will manage a caseload of complex complaints and have excellent verbal and written communication skills, with the ability to provide quality assurance on the work of the team.

As part of this new role, you will provide support to the Patient Experience Advisors within the team, so line management experience is desirable. You will work closely with clinical staff analysing and contributing to investigation reports to formulate high quality detailed response letters on behalf of the Trust. In addition, you will have a delegated remit to achieve the goals of the Trusts’ Patient Experience and Involvement Strategy and priorities.

Ideally you will have experience of working in the NHS in a complaints or patient experience environment and possess well-developed interpersonal skills and computer literacy.

You should have a good knowledge of the NHS complaints procedure and the Parliamentary and Health Service Ombudsman’s standards.

This is an exciting, challenging, and rewarding post within a supportive team who are focused on improving the experiences of our patients and their families. Working for the Trust you will be based at Brighton General Hospital with access to parking options, pool cars and our extensive Trust wellbeing program.

Main duties of the job

As the Patient Experience Senior Advisor, the post holder will promote a culture of excellence in service user experience as the first point of contact for patients and service user, or their representative’s, seeking advice and information or to raise concerns or provide feedback.

The Patient Experience Senior Advisor will also manage their own caseload of complex complaints and ensure their own work and work of the team is delivered on time to a high standard.
The Patient Experience Senior Advisor will be responsible for ensuring targets, timescales and standards are met with complaint handling and liaise with and report to external agencies when required

Working for our organisation

Positive 2021 NHS Staff Survey results
The Care Quality Commission (CQC) rates our quality of services as good with outstanding features
Stunning locations in Sussex, surrounded by the South Downs and the coast
A great working environment in the community, in patients’ homes and our
community hospitals
Excellent training and development opportunities
Real Living Wage Employer, with great rates of pay
Flexible working options, including job sharing, annualised hours, career breaks, parental leave and adoption leave
Supportive team environments
Cost-effective and convenient workplace nurseries
Thriving BAME, Disability and Wellbeing, LGBT+ and Religion and Belief staff networks
Accredited Level 3 Disability Confident Leader, committed to creating inclusive workplaces

Detailed job description and main responsibilities
Document all stages of the PALS query/complaint process to an appropriate level of detail.
Monitor, allocate and review work of the team.
Provide quality assurance on the work of the team to ensure it is of the highest standard

Ensure accessible standards are maintained at all times.
Manage complaints in a timely, sensitive and confidential manner.
Escalate more complex PALS/Complaints/Patient Experience issues to the Patient Experience Lead.
Signpost patients on to external or specialist advocacy services as appropriate
Support individuals who may be upset, distressed, emotional and where there may be other barriers to communication

Person specification

Essential
Essential criteria

  • Degree level qualification or equivalent experience in a relevant field
  • 3 years’ experience of working in a complaints or patient experience role
  • High degree of computer literacy and sound proven experience of using Word, Excel and Outlook
  • Excellent written and verbal skills and the ability to communicate at all levels, both internally and externally and with both Trust staff and members of the public
  • Ability to work autonomously within defined procedures, seeking guidance from line manager as required – work is managed ra-ther than supervised
  • Ability to travel independently to other locations
  • Line management experience
  • Knowledge of PHSO/CQC requirements and relevant legislation
  • Essential
    Essential criteria

  • Ability to analyse and make judgements / assessments on a range of complex facts or situations where there is more than one solution.
  • Ability to write and present qualitative and quantitative reports to line manager
  • Essential
    Essential criteria

  • Ability to deal with complex, confidential and sensitive information in an appropriate manner
  • Ability to analyse and make judgements / assessments on a range of complex facts or situations where there is more than one solution.
  • This post may close earlier than the published closing date if sufficient applications are received.

    Correspondence relating to this vacancy will be conducted electronically. If you have not heard from us within two weeks please assume that your application has been unsuccessful on this occasion. Please ensure that you check your emails, including your junk folder, on a regular basis. References will be requested electronically as well; please ensure you provide correct contact details for referees.

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