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Detailed job description and main responsibilities

Main Duties & Responsibilities
1. To support the Lived Experience and Co-production Manager, Complaints, Claims and Inquests Coordinator and the Lived Experience Co-ordinator, and key stakeholders to continually develop and implement the PCEI strategy and culture.
2. Responsible for assessing and judging whether where necessary the patient / relative concerns are put through the appropriate Trust processes, including Adult Safeguarding and Patient Safety Incidents. Ensuring that these are escalated quickly and appropriately to the relevant team / manager.
3. To act as a liaison where needed between the clinical governance team, governance team and the supplier(s) of key Patient Safety and Experience system(s) ensuring system development and upgrades are managed in line with internal standards (set by Digital Services)
4. To act as an initial point of contact for service users, their families and carers requesting information or raising concerns with the trust.
5. Facilitate timely and informal acknowledgement and resolution of problems and concerns raised by service users, their families and carers through liaison with trust staff and other external agencies. Where appropriate supporting patients and carers through the progression of concerns through the NHS Complaints procedure.
6. Provide a confidential service for people who wish to discuss aspects of their care or treatment
7. To ensure all correspondence or patient contact is acknowledged within the national guidance and patients or their advocates are kept informed on developments in their case ensuring any barriers to communication are overcome particularly when individuals are upset or distressed.
8. Encourage a culture where concerns and complaints are welcomed as a learning practice.
9. To provide accurate, appropriate and timely information about Trust services and non-clinical advice to patients, relatives and careers and if necessary, refer people on.
10. To provide guidance and advice on PALS and complaints related queries from both internal staff members as well as members of the public in line with established processes. This will involve the analysis of facts or situations. Escalating these where necessary whilst supporting the Subject Matter Expert to resolve the issue.
11. To support and facilitate patient co-production and engagement workshops and meetings, including (but not limited to) the creation of agenda, arranging guest speakers and supporting and encouraging patient participation (where appropriate).
12. To support services in the promotion and completion of Friends and Family Test (FFT) feedback, identifying actions and trends as they arise and supporting organisational Places to implement actions as necessary
13. Be a key member of the Clinical Governance team and support specific Lived Experience tasks as well as providing administrative cover and support as required and appropriate to the Patient Safety team.
General Responsibilities
14. To carry out and prioritise a variety of administrative and clerical duties and undertake other project administrative tasks (prioritising and generate own workload), which will include:
15. Using a range of software programmes and audiotyping to produce, maintain and distribute documents, including reports, spreadsheets, databases and presentations, which may include regularly dealing with matters of a complex and/or distressing nature.
16. Understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge. This is normally acquired through formal training or equivalent experience.
17. Photocopying, scanning, emailing, distributing, filing and organising documentation, reports and presentations.
18. Setting up and maintaining comprehensive, confidential records and electronic recall and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner
19. Opening, date-stamping, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner.
20. Day to day management of a variety of mailboxes, assessing incoming correspondence and responding where possible or escalating for action.
21. Researching appropriate websites, downloading and circulating documents, as requested.
22. Identify and report areas within working processes and procedures that could improve service delivery.
23. Project management to ensure that statutory and NHS reporting timeframes are adhered to.
24. To maintain schedules and diaries, organise any project meetings and groups, which may involve travel to and from other venues. This will include resolving appointment conflicts, ensuring notes are ready for meetings, issuing meeting invitations, formulating agendas, distributing papers, making room bookings, arranging meeting room layout, equipment, hospitality, greeting visitors and taking formal minutes or notes of meetings.
25. Work is managed, rather than supervised and results/outcomes are assessed at agreed intervals.
26. To undertake telephonist duties, including receiving and processing telephone calls.
27. To communicate with staff and stakeholders at an appropriate level providing clear information and guidance and dealing with fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries, taking accurate messages and ensuring these are passed to the relevant person in a timely manner.
28. To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels, requisitioning/authorising and receipting goods and services on the NHS procurement system and carrying out research into goods and services as directed.
29. Inputting onto various databases and systems, e.g. Incident & Risk Management systems, Health Roster, Powergate, MS Visio and designated spreadsheets, within the required timescales and deadlines. To undertake a final quality check of specific types of incidents to ensure these are accurately recorded before uploading to the national database (for example: pressure ulcers, moisture lesions)
30. To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times.
31. In conjunction with colleagues, to be responsible for ensuring that petty cash, monies or valuables are accurately recorded and banked promptly and that a regular audit is carried out to ensure compliance with procedures and financial standing orders.
32. To implement policies for own work area and propose changes, as necessary and demonstrating required duties to new starters. To monitor and report sickness absence and annual leave.
33. To receive high value items including (but not exclusively), IT equipment, in accordance with Trust Protocol Guidelines, ensuring secure storage and distribution to the relevant disciplines.
34. Provide cover in other departments, during periods of team absences.
35. It is the post holder’s responsibility to ensure that they have undertaken all mandatory training, in line with Trust policies and procedures.
Key Relationships
This role requires considerable direct contact, both verbal and in writing with patients, staff (at all levels), clinicians and solicitors.