Patient Contact OfficerNHS

Job summary

Reporting to the Corporate Governance Lead Officer, the Patient Experience Officer will support the delivery of a managed and co-ordinated approach to Patient Advice and Liaison, Complaints and Freedom of Information Services.

Main duties of the job

The postholder will provide effective project and administrative support, ensuring effective governance, accurate documentation completion and retention, action tracking and ongoing communication.

Job description

Support delivery of the NHS Strategic Commissioning Framework and LNR Operating Model.As part of an integrated PALS and FOI function the postholder will act as the first point of contact for the public and deliver professional and timely support for enquiries, feedback and complaints, including MP enquiries and Freedom of Information requests.Be responsible for the daily review of enquiries/ requests received both, managing these appropriately in line with policies and proceduresAdminister and maintain an effective information management system which enables the accurate recording, tracking and review of correspondence / engagements relating to enquiries, complaints, MP correspondence and Freedom of Information (FOI) requests.Review, maintain and oversee compliance with legal, statutory and regulatory requirements relating to the function. Where necessary escalating to Senior Management to maintain compliance.Maintain an up-to-date register of organisational subject matter experts/ owners to ensure enquiries are filter to and reach the appropriate colleagues without undue delay. Ensure strong customer-focused approach to ensure positive patient and public experience.

About us

Working for our Integrated Care Boards will require you contributing to a shared purpose of improving outcomes for the communities we serve as part of a wider health and social care system. The organisation's ethos is rooted in integrity, collaboration and accountability, with a strong focus on putting its patient population at the centre of everything it does and delivering services to improve patient outcomes, patient experience and added years of optimised health. As part of the newly formed cluster bringing together NHS Northamptonshire ICB and NHS Leicester, Leicestershire and Rutland ICB, staff are expected to work flexibly and collaboratively across organisational boundaries to support a joined-up approach to strategic commissioning and service improvement. There is an expectation of 40% on patch working, with office bases at County Hall, Glenfield, Leicester and Haylock House, Kettering. Staff can choose which office is their primary base for contractual purposes and travel claims.

This role will require a minimum of 2 days 'on patch' working in Leicestershire, Northamptonshire and Rutland in our 2 main offices or partner sites