Patient Relations Officer

Overview

To be the operational link with the relevant directorates and divisions to drive forward continuous improvement from the various methods of patient experience data.

To co‑ordinate the Patient Advice and Liaison Services (PALS) and the statutory complaints process and designated responses, ensuring that both operate in accordance with the Department of Health’s vision for a patient‑centred NHS.

Responsibilities

• Work flexibly as part of a dedicated team, including Equality & Diversity.
• Liaise with staff from all departments across 3 hospital sites (RWT/Cannock/West Park).
• Provide personal and telephone interaction with colleagues, stakeholders and patients and/or their families or representatives.
• Gather and use patient feedback to improve the experience and care of patients.
• Ensure compliance with RWT policy and statutory regulations.
• Manage the complaints and concerns process and provide easily accessible customer services to the local community, working closely with RWT and other team members.

Qualifications

• Positive and forward‑thinking approach.
• Excellent customer service, communication and interpersonal skills.
• Ability to work flexibly as part of a dedicated team.

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