To provide on-the-spot assistance and support to patients, relatives, carers, and the general public in the speedy resolution of concerns or queries raised through liaison with Trust staff or other outside agencies. Handle sensitively concerns raised by the most vulnerable members of the community, i.e., children, older people, and those with mental health problems. Work with individual patients and carers to resolve wide-ranging areas of concern, which sometimes requires diplomatic, tactful, and compassionate responses to complicated or distressing situations. This can involve the need to clarify issues raised and agree on how these can be best addressed.
Independently prioritise and manage a caseload of complaints and informal concerns without direct supervision. Promote and foster good relationships with external agencies such as Healthwatch Advocacy, offices of local MPs, and the Ombudsman, preparing information and responses as required. Process concerns and complaints in line with national guidance, ensuring resolution to the satisfaction of the service user wherever possible.
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Independently prioritise and manage a caseload of complaints and informal concerns without direct supervision. Promote and foster good relationships with external agencies such as Healthwatch Advocacy, offices of local MPs, and the Ombudsman, preparing information and responses as required. Process concerns and complaints in line with national guidance, ensuring resolution to the satisfaction of the service user wherever possible.
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