North East Ambulance Service NHS Foundation Trust. Job Description

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1 North East Ambulance Service NHS Foundation Trust Job Description Job Title Patient Experience Clerk A4C Band 3 Accountability Complaints Manager Directorate Clinical Care and Patient Safety Date September 2014 Job Summary To assist the Complaints Manager and Complaints Officer in the provision and administration of an efficient and effective complaints, compliments and enquiries system. Support the Senior Investigating Officers in their posts, offering basic administration support as directed by the Complaints Manager. To provide active administrative support to the Patient Experience department as required. Department Structure:

2 Principle Duties All complaints are registered and acknowledged in line with NHS Complaints legislation Complaint responses to be within agreed timeframes with complainants Ensure complaints are responded to within 2 renegotiated timeframes (1st response) target 80% Monitor learning from complaints - learning / good practice is implemented across the relevant NEAS areas within 28 days Maintain working relationships with all stakeholders Functional Responsibilities To provide high quality confidential and professional administrative support to the Patient Experience department in relation to complaints, enquiries and information requests ensuring that all tasks are prioritised appropriately. Duties will include:- Registering complaints on the Trust s Ulysses Safeguard system. The preparation of the complaints investigation packs for the Trust Preparing correspondence letters with regard to complaints, co-ordinating responses with patients, patient s representatives, other organisations as appropriate. Acting as the telephone point of contact to Patient Experience department, taking and recording messages and ensuring that the intended recipient is informed of the information. For less complex concerns and as directed by the Complaints Manager / Officer, confirm expectations and agree way forward with complainant. Arranging, on behalf of the Patient Experience department, face to face meetings with complainants and/or their representatives, including other organisations (NHS / Social Care) as required. Take minutes of meetings as directed by the management team. Transcribing recorded telephone communications Collating, recording and maintaining all information related to complaints Track and log the receipt of confirmation that any actions identified, following investigation, are implemented. Support the Patient Experience Manager and Senior Investigating Officers to maintain robust files for all family liaison visits/deployments, liaising with colleagues within the Risk Management for serious incidents. To maintain a register of compliments, identifying the relevant incident and the person(s) to whom it relates and ensuring that the information is passed to the relevant Directorate PA so that such individuals receive appropriate recognition for their good work. To assist the Complaints Manager / Officer in the administration of quality surveys To respond to s, telephone calls and other written documents, processing information requests and undertaking other duties appropriate to the role as directed by the departmental management team. To be competent and proficient in all aspects of the IT systems operated by the Trust and to generate reports as requested.

3 To maintain, store and dispose of records in line with the NHS Records Management Code and a manner that will satisfactorily meet the statutory requirements of such things as Caldicott, the Data Protection Act, the Children s Act, and the Freedom of Information Act. To proactively assist with the development of effective team working within the department To maintain effective relationships with Trust staff and external organisations. To assist in the production of statistical performance information and reports for the Experience, Complaints, Litigation, Claims and Patient Advice and Liaison Service (PALS) Group, Quality Committee, IPQR report and annual report for the Trust Board. Key Working Relationships Internal Patient Experience Manager Complaints Manager Complaints Officer Senior Investigating Officers Clinical Care and Patient Safety Directorate staff All levels of NEAS Trust staff External Patients / relatives / members of the public Managers and staff of other NHS Trusts and Social Care Organisations Patient Advice & Liaison Service (PALS) Independent Complaints Advocacy Service (ICAS) Parliamentary and health Service Ombudsman Office Accountability Directly accountable to the Complaints Manager. Other Duties The above is only an outline of the tasks, responsibilities and outcomes required of the role. The post holder will carry out any other duties as may reasonably be required by their line manager. Confidentiality The post holder will be expected to maintain the complete confidentiality of all material and information to which they have access and process. Equality and Diversity Ensure compliance with equality and diversity legislation and display active commitment to the need to ensure equality of opportunity and the benefits of diversity. When in contact with colleagues, patients, visitors, volunteers, contractors and people from other organisations, ensure that they are treated with respect and consideration and their dignity is maintained Infection Control It is your responsibility to adhere to infection control policies in order to promote cleanliness and reduce infections. Hand hygiene must be undertaken correctly to prevent the spread of infection. Personal protective equipment must be used in accordance with NEAS policy. You must contribute to the cleanliness of the work environment and keep it clutter free and tidy. You must also attend all mandatory training and updates to ensure you receive training appropriate to your role.

4 Data Protection The post holder must, if required to do so, process records or information in a fair and lawful way. They must hold and use data only for the specified, registered purposes for which it was obtained and disclose data only to authorised persons or organisations. Corporate Governance The post holder must, at all times, act honestly and openly and comply with relevant corporate governance requirements, employment legislation, standards of business conduct, codes of openness and accountability. Equal Opportunities The post holder must comply with and promote Equal Opportunities and accordingly must avoid any behaviour which discriminates against colleagues, potential employees, patients or clients on the grounds of sex, marital status, sexual orientation, age, race, colour, nationality, ethnic or national origin, religion, political opinion, trade union membership or disability. Health and Safety Under the Health and Safety at Work Act (1974), it is the responsibility of individual employees at every level to take care of their own health and safety and that of others who may be affected by their acts at work. This includes co-operating with the organisation and colleagues in complying with health and safety obligations to maintain a safe environment and particularly by reporting promptly and defects, risks or potential hazards. Flexibility The Trust is currently working in a climate of great change within the NHS. It is therefore expected that all staff will develop flexible working practices to be able to meet the challenges and opportunities of working within the new NHS. Risk Management Support the implementation of the Trust s Risk Management Strategy. Help the Trust meets its risk management obligations by being aware of hazards and risks within their work environment and working with the Risk Officers for the reduction and removal of unacceptable risks. To advise on the inclusion of business and financial risk within the appointed risk appetite framework for inclusion on the overall Trust Risk Register as appropriate. Personal This job description outlines the duties as currently required but may be amended to reflect future developments in the service and the impact of new technology on the role. Appropriate training will be provided to support essential additional skills required.

5 Person Specification JOB TITLE: Patient Experience Clerk DIRECTORATE: Clinical Care and Patient Safety Education and Qualifications Essential Educated to good all round level of education, minimum of 5 GCSE s grade A -C or equivalent (including English and Maths) RSA 3 or NVQ level 3 (or equivalent) in appropriate area (i.e. Business Administration) Desirable European Computer Driving License. Knowledge Previous experience of dealing with people in a customer focused environment. Previous experience in a healthcare setting. Experience Evidence of working in a Customer Service environment within a support or administration role. Experience of a range of IT packages, including computer databases (specifically Microsoft packages) Previous experience of NHS complaints administration. Sound knowledge of Trust policies and procedures including - Confidentiality, FOI and Data Protection Experience of maintaining database systems and report development. Records management Experience of multi-tasking Demonstrable experience of working to specific time constraints and deadlines. Key Skills Excellent time management skills. Ability to maintain clear focus

6 under pressure. Demonstrate a fair and consistent approach. High level communications skills with the ability to use a variety of media. Proven organisational skills. Ability to convey ideas to others. Workable knowledge of Microsoft Office Suite. Personal Attributes Confident and assertive manner, but approachable. Ability to understand and interpret Trust policies and protocols Ability to think methodically. Problem solver Flexible and proactive approach to work. Adaptability. Professional demeanor. Discreet and proven record of confidentiality. Can do attitude. Works as part of a team. Professional approach and image with commitment to continuous improvement. Other

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