Concerns Support Officer inCaerleon inCaerleon PUBLISHED
SAT 18 JAN 2025
Opportunity to contribute to person-centred care and improve patient experiences within a reputable NHS organisation.
A supportive and collaborative work environment, promoting multidisciplinary teamwork across clinical and non-clinical teams.
Access to extensive training and development opportunities, including recognized qualifications and management development programs.
Flexible working arrangements that promote a healthy work-life balance and accommodate individual needs.
Work in an innovative healthcare setting with a focus on integrating acute, primary, and community care for a large population.
Engagement with a compassionate approach that emphasises sensitivity when addressing concerns from patients and the public.
The Concerns Support Officer position at Aneurin Bevan University Health Board in Caerleon seeks an individual dedicated to improving person-centered care and managing concerns within a corporate health board environment. The role involves coordinating the management of incoming concerns through an integrated multidisciplinary approach, ensuring compliance with the "Putting Things Right" guidelines and the complaints processes. The officer will also lead the newly established Acknowledgement Team, facilitate communication with various stakeholders, and promote a culture of compassion and sensitivity within the organisation.
Candidates should possess experience in customer service and complex organisational settings, alongside knowledge of the PTR process. Essential qualifications include a degree or equivalent experience and strong communication, organisational, and problem-solving skills. While fluency in Welsh is desirable, applications are welcomed from both Welsh and English speakers. The health board offers a supportive work environment with flexible working arrangements, professional development opportunities, and a commitment to high-quality healthcare services.
Candidates should possess experience in customer service and complex organisational settings, alongside knowledge of the PTR process. Essential qualifications include a degree or equivalent experience and strong communication, organisational, and problem-solving skills. While fluency in Welsh is desirable, applications are welcomed from both Welsh and English speakers. The health board offers a supportive work environment with flexible working arrangements, professional development opportunities, and a commitment to high-quality healthcare services.
We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.
If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.
We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Aneurin Bevan University Health Board support flexible working.
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
Job Overview
We have an exciting opportunity for somebody who is passionate about person-centred experience improvement, to join our team.
The post holder will be working in a corporate team within the Aneurin Bevan University Health Board (ABUHB). Working with the Head of Quality, Patient Safety & Learning, the Senior QPS Manager, Concerns Manager, complaints & PSOW and Deputy Concerns Manager you will be expected to provide operational support, and expertise to ensure that the core aspects of the Putting Things Right (PTR) guidelines and Complaints pillar of the Quality Strategy are delivered in line with the overall Health Board objectives, policies and strategies.
Main duties of the job
The post holder will be responsible for coordinating incoming concerns to the central PTR office across the Health Board through an integrated multidisciplinary team approach, ensuring helpful, respectful and supportive interactions with colleagues across the organisation.
The Concerns Support Officer will provide direction and support to the newly developed Acknowledgement Team, liaising with stakeholders, at all levels both across the organisation and externally to direct concerns received timely and efficiently.
You will work interdependently with a range of clinical and non-clinical teams to ensure that concerns are being managed in line with the PTR Guidance are provided in line with best practice guidelines and policy. The post holder will also promote a culture that focuses on the provision of high-quality person-centred care. Fundamental within this role is a responsibility to ensure a compassionate and sensitive approach to engagement with people contacting the Health Board.
You will be expected to have knowledge of the Putting Things Right Guidelines and Datix Cymru. You will be expected to be able to work autonomously and identify occasions where upward advice and escalation is appropriate.
The ability to speak Welsh is desirable for this role; Welsh and/or English speakers are equally welcome to apply.
Working for our organisation
Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Other
Essential criteria
Essential criteria
Essential criteria
Essential criteria
Essential criteria
If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.
We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Aneurin Bevan University Health Board support flexible working.
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
Job Overview
We have an exciting opportunity for somebody who is passionate about person-centred experience improvement, to join our team.
The post holder will be working in a corporate team within the Aneurin Bevan University Health Board (ABUHB). Working with the Head of Quality, Patient Safety & Learning, the Senior QPS Manager, Concerns Manager, complaints & PSOW and Deputy Concerns Manager you will be expected to provide operational support, and expertise to ensure that the core aspects of the Putting Things Right (PTR) guidelines and Complaints pillar of the Quality Strategy are delivered in line with the overall Health Board objectives, policies and strategies.
Main duties of the job
The post holder will be responsible for coordinating incoming concerns to the central PTR office across the Health Board through an integrated multidisciplinary team approach, ensuring helpful, respectful and supportive interactions with colleagues across the organisation.
The Concerns Support Officer will provide direction and support to the newly developed Acknowledgement Team, liaising with stakeholders, at all levels both across the organisation and externally to direct concerns received timely and efficiently.
You will work interdependently with a range of clinical and non-clinical teams to ensure that concerns are being managed in line with the PTR Guidance are provided in line with best practice guidelines and policy. The post holder will also promote a culture that focuses on the provision of high-quality person-centred care. Fundamental within this role is a responsibility to ensure a compassionate and sensitive approach to engagement with people contacting the Health Board.
You will be expected to have knowledge of the Putting Things Right Guidelines and Datix Cymru. You will be expected to be able to work autonomously and identify occasions where upward advice and escalation is appropriate.
The ability to speak Welsh is desirable for this role; Welsh and/or English speakers are equally welcome to apply.
Working for our organisation
Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Other
Essential criteria
- Ability to be independently mobile to meet the requirements of the post.
- Flexible approach to needs of the service
Essential criteria
- Additional demonstrable qualities that may be beneficial to the role, e.g. care, compassion, competence, communication, courage and commitment.
Essential criteria
- Courteous and non-judgemental.
- Highly developed communication and influencing skills
- Commitment to team working.
- Accepts responsibility for quality of work.
- Ability to speak Welsh.
Essential criteria
- Experience of working within a customer related service.
- Experience of working in a complex organisational environment.
- Knowledge and understanding of the PTR Process.
- Experience of devising and delivering training.
Essential criteria
- Educated to degree level or equivalent educational attainment/demonstrable experience.
- Organised and able to manage competing priorities to deliver work within tight timescales.
- Ability to prepare and proof read written reports /documents or equivalent to a high standard.
- Can demonstrate sound judgement and have the ability to act on own initiative.
- Ability to challenge senior staff as part of the investigative process.
- Evidence of recent and relevant continuous professional development.
- Knowledge of NHS structure and working arrangements.
- Knowledge of data protection legislation and related issues.
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