Job summary
- Main area
- Patient experience
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Part time
- Flexible working
- Job ref
- 292-6712473-CORP
- Employer
- The Princess Alexandra Hospital NHS Trust
- Employer type
- NHS
- Site
- Princess Alexandra Hospital
- Town
- Harlow
- Salary
- £24,071 - £25,674 pro rata, per annum plus 5% high cost area supplement
- Salary period
- Yearly
- Closing
- 19/11/2024 23:59
- Interview date
- 26/11/2024
Employer heading
Patient Experience Assistant
NHS AfC: Band 3
The Princess Alexandra Hospital NHS Trust (PAHT) provides a full range of general acute, outpatient and diagnostic services at The Princess Alexandra Hospital in Harlow, the Herts and Essex Hospital in Bishop’s Stortford, and St Margaret’s Hospital in Epping.
Our values
The Princess Alexandra Hospital NHS Trust (PAHT) promise to our patients, as identified by our three values which will contribute to improving our patients’ experiences, is:
Patient at heart – Always holding the patient and their wellbeing at the centre of our thoughts and efforts.
Everyday excellence – Sharing and celebrating our successes, being honest when we get it wrong, giving us the ability to learn from both.
Creative collaboration – Knowing strength comes from diversity, we combine our experiences, skills and talents, working together to find new and better ways to care.
Job overview
This role is part time. The successful candidate will be a member of the Patient Advice & Liaison Service (PALS) providing a first point of contact for patients, service users and staff seeking PALS support in relation to complaints, concerns, comments and compliments.
Main duties of the job
To provide a first point of contact for people seeking PALS support.
To provide full and confidential support to the wider patient experience team.
To provide an easily accessible service that listens to patients, their carers and families, and offers advice, help and information to resolve their concerns as quickly and effectively as possible.
· To be able to record, chase and place information onto designated IT systems.
· To handle incoming and outgoing telephone calls and e-mail.
· To undertake any other duties compatible with the grade in discussion with line manager, to ensure a consistent and effective level of administrative support to the service.
Working for our organisation
Our Organisation
The Princess Alexandra Hospital NHS Trust (PAHT) provides a full range of general acute, outpatient and diagnostic services at The Princess Alexandra Hospital in Harlow, the Herts and Essex Hospital in Bishop’s Stortford, and St Margaret’s Hospital in Epping.
We employ 3,500 staff and serve a local population of around 350,000 people living in west Essex and east Hertfordshire, centred on the M11 corridor and the towns of Harlow, Bishop’s Stortford and Epping. Our extended catchment area incorporates a population of up to 500,000 and includes the areas of Hoddesdon, Cheshunt and Broxbourne in Hertfordshire.
Our Values
The Princess Alexandra Promise to our patients as identified by our 3 values which will contribute to improving our patient experiences:
Patient at heart – Always holding the patient and their wellbeing at the centre of our thoughts and efforts
Everyday excellence – Sharing and celebrating our successes, being honest when we get it wrong, giving us the ability to learn from both
Creative collaboration – Knowing strength comes from diversity, we combine our experiences, skills and talents, working together to find new and better ways to care
The Trust believes in investing in all our staff and rewarding high standards of care whilst building for excellence and in return we expect our staff to uphold the Trust values to the highest level.
Detailed job description and main responsibilities
Please see the attached Job description and person specification for the full job details. This is available to download at any time.
Person specification
Education and qualifications
Essential criteria
- NVQ 3 in Business Administration or equivalent experience
Experience
Essential criteria
- Experience in a customer or patient facing role
- Experience of dealing with confidential information
Desirable criteria
- Competence in use of Datix and clinical systems
- Basic knowledge of the key principles of patient experience improvement the complaints process and PALS
Employer certification / accreditation badges
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Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Andrew Whitworth
- Job title
- Head of patient experience
- Email address
- [email protected]
- Telephone number
- 01279 978792
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