Band 4 Patient Safety & Experience Co-ordinator

• Support the management and triage of patient safety incidents, ensuring accurate recording, monitoring and escalation where appropriate.
• Coordinate complaints, concerns and patient feedback processes, supporting investigations and ensuring learning is captured and shared.
• Act as a point of contact for patients, relatives, carers and staff, providing professional, compassionate and timely communication.
• Organise, support and present at meetings, including preparing agendas, collating papers, taking minutes and monitoring actions.
• Produce and maintain patient safety, patient experience and governance reports.
• Maintain accurate records including Datix, Careflow, Microsoft Office and patient feedback platforms.
• Prepare, proofread and quality-check reports, correspondence, complaint responses and governance documentation.
• Support quality improvement, service development and the implementation of departmental procedures and processes.
• Promote organisational learning through the management of learning-from-excellence and positive practice reporting systems.
• Analyse information, identify issues, exercise judgement and escalate risks or concerns appropriately.
• Provide general administrative and resource management support to ensure the efficient operation of the team
• Demonstrate professionalism, empathy and emotional resilience when managing sensitive or distressing incidents and complaints.

Essential

• Clerical/administrative experience/Secretarial
• Using Datix reporting system
• Previous NHS experience
• Ability to work effectively in a busy team, adjust to change and motivate others
• Confidence to handle difficult conversations with patients, relatives and carers
• Good IT skills including Microsoft packages
• Ability to deal with non-routine issues on own initiative
• Experience of dealing with the public, both on the telephone and in person
• Knowledge of NHS policies and/or procedures

Essential

• Educated to GCSE, grade C or above (or equivalent) in English Language and Maths
• Completed Patient Safety Kalidus Training
• All essential training is kept up to date

Desirable

• Qualified in word processing or audio typing (or equivalent)
• Business and Administration Level 3 NVQ or equivalent experience
• Awarness/ have completed Duty of Candour Kalidus training

Essential

• Effective and polite manner when dealing with people, both face to face and on the phone
• Able to work under pressure and meet deadlines whilst maintaining a high standard of Accuracy
• Effective organisational skills
• Attention to detail
• Able to work autonomously and as a team, make decisions within role responsibilities