Role Summary
To manage the process for all complaints, concerns and PALS for the Community Services Division from receipt until completion of all planned actions and outcomes.
Provide a link between the Community Services Division and the Central Patient Engagement and Experience team.
Prepare responses to all complaints, concerns and PALS for the Community Services Division with the assistance of the management team.
Develop learning action plans where identified issues need to be addressed and worked with the teams involved to ensure these are actioned and completed.
Provide figures/trends/reports for Community Services Division complaints activity for quarterly/annual reviews and monthly Governance meetings.
To be the link between the Community Services Division senior leadership team and other staff within the Division on both staff and patient engagement agendas.
About the Role
For more information on the Job Description and Responsibilities please see below.
More detail about the role:
An interesting opportunity has arisen for a highly motivated and enthusiastic Patient Experience Lead to join the Community Services Divisional Governance team. This is a full-time position. The post holder must have a full driver’s licence and be able to travel on occasion throughout North, Mid and East Devon to where our community teams are based.
Outstanding interpersonal and communication skills are required as well as attention to detail and accuracy. You will work with a multidisciplinary team and will need to use your own initiative and be able to prioritise your workload to meet the changing needs of this fast-paced Division.
Previous experience in a patient/customer experience/complaints-related field is desirable along with a passion to develop and learn. Training needs will be identified and actively supported in order to develop roll specific skills.
Our vision is to provide safe, high quality seamless services delivered with courtesy and respect. To achieve our vision, we expect all our staff to uphold our Trust values: Compassion, Inclusion, Integrity and Empowerment.
Working Pattern: 37.5 hours per week
Interview Date: Friday 26th May 2023
For further information and if you would like to arrange an informal chat or visit please contact: AJ Walker, Divisional Governance Manager on 01392 356145.
Preference will be given to staff with ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon.
The Royal Devon University Healthcare NHS Foundation Trust reserves the right to close vacancy when sufficient applications have been received.
The Royal Devon University Healthcare NHS Foundation Trust was established in April 2022, bringing together the expertise of both the Royal Devon and Exeter NHS Foundation Trust and Northern Devon Healthcare NHS Trust.
About Us
Stretching across Northern, Eastern and Mid Devon, we have a workforce of over 15,000 staff, making us the largest employer in Devon. Our core services, which we provide to more than 615,000 people, cover more than 2,000 square miles across Devon, while some of our specialist services cover the whole of the peninsula, extending our reach as far as Cornwall and the Isles of Scilly.
We deliver a wide range of emergency, specialist and general medical services through North Devon District Hospital and the Royal Devon and Exeter Hospital (Wonford). Alongside our two acute hospitals, we provide integrated health and social care services across a variety of settings, including community inpatient hospitals, outpatient clinics, and within people’s own homes. We also offer primary care services, a range of specialist community services, and Sexual Assault Referral Centres (SARC).
Our state-of-the-art equipment, leading technologies and strong links to local universities put us at the forefront of research and innovations, enabling us to provide world-class care to our local communities.
Our values are at the heart of everything we do, click here to find out more
It has never been a more exciting time to join the Royal Devon, as you will help to shape our services as we continue along our integration journey.
Benefits
Looking after you is important to us.
We strive to help our staff create a healthy work-life balance through flexible working schemes and our family friendly policies.
If you are starting out in the NHS, you’ll start with 27 days paid annual leave (plus bank holidays), rising to 33 days plus bank holidays.
You will benefit from access to our own comprehensive occupational health services, including counselling, onsite wellbeing activities and groups.
We will work together to maintain a culture that develops and supports you and your team.
This might include funding for a care certificate, a degree or leadership qualifications. Or it might include days off to study, engage in CPD or rotational placements to help you hone your skills. Wherever you are heading in the NHS, we will help you get there.
Salary is not the only financial benefit
You will have access to an extensive range of staff discounts on shopping, fitness and leisure options and you can spread the cost of technology and home appliance purchases from major retailers. You will also have access to other benefits including:
- National discount services such as the Blue Light Card and Health Service Discounts.
- Salary sacrifice options including our OFSTED rated outstanding nursery onsite at Exeter
- Car lease schemes.
- The NHS Pension scheme (one of the most generous and comprehensive in the UK).
- Cycle to work scheme
These are just a few of the benefits available – if the role is something you are interested in, we would love to hear from you.
