The Patient Relations Administration Officer will provide administrative support to the Patient Advice and Liaison Service (PALS), in accordance with Departmental and Trust guidelines, policies and procedures.
Sponsorship is not eligible for this post.
Responsibilities
- Assist with the implementation and maintenance of an efficient office management system/procedures to enable the Department to optimise their standards of care.
- Deal with telephone enquiries received into the Patient Experience Team, manage voicemails received by the PALS Teams and log and attach them to Datix.
- Welcome, receive and greet all visitors to the area, providing the first point of contact for all service users, resolving routine enquiries and complaints professionally and in accordance with Departmental and Trust standards and procedures, and referring other queries to relevant colleagues where appropriate.
- Collate, photocopy, scan, and input/distribute information and patient records on behalf of the PALS Team.
- Monitor consent requests on Datix and seek consent when required by contacting the complainant; once consent is obtained, update Datix and inform the PALS Coordinator.
- Ensure a signed PALS response and general correspondence is posted to the appropriate person.
- Support the PALS Coordinator to ensure the tracking of PALS responses that are due.
- Liaise with Trust Departments to ensure availability of documentation and patient records to support PALS responses; review notes/documentation and scan/share information appropriately.
- Organise documents and medical records for scanning to be shared with PALS Officers.
- Prepare agendas and make arrangements for routine and ad hoc meetings for the Head of Patient Relations, the PALS Coordinator, and the Patient Experience Team when required.
- Maintain high quality standards by ensuring that data entered onto Trust systems on behalf of the Complaints and PALS team is accurate, complete, and up to date, including EPR.
- Following training, provide cross‑cover support for other roles within the Team in the absence of colleagues.
- Maintain and develop an efficient and effective electronic Department filing system.
- Manage mail (electronic and written) received into the PALS Department, ensure its correct recording and adding to the Datix postbook or escalating to an appropriate staff member if required.
- Participate in an annual personal development review and work to achieve agreed objectives.
- Participate in appropriate training and development activities relevant to the role.
- Undertake any other tasks as required by the Head of Patient Relations or PALS Coordinator, in accordance with the grade and nature of the post.
- Prioritise daily tasks to achieve set timescales.
- Order stationary and other items where required.
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