Patient Advocacy Officer/open Disclosure Designated Contact Person

The main purpose of this role is to deal effectively and efficiently with all patient feedback received in the Quality Department or through the Open Disclosure Process (co-ordinated through the wider risk department). The post-holder will be expected to identify gaps which require the development of quality initiatives, maintain a management system record of all feedback, produce required reports and comply with Complaints legislation and relevant HSE policies and procedures. They will also be available to act in the role of a designated person, with the purpose of supporting patients impacted, as required, and in association with a reportable incident as associated with the Open Disclosures procedures.

Responsibilities & Accountabilities

(in no particular order of priority)

· Assist with the co-ordination of all patient feedback received in the Quality Department in an efficient and effective manner in compliance with the relevant legislation and the NMH Feedback Policy.

· Co-ordinate and actively participate in investigation of complaints when required.

· Prepare written response to patients in respect to complaints raised, including the co-ordination of all patient feedback received in the Quality Department.

· Provide education and support to frontline clinical and support staff, in dealing with complaints to ensure they are resolved locally to the greatest extent possible.

· To act as a resource for staff on issues relating to complaints management and subsequent quality improvements.

· Ensure the feedback management system is maintained and updated appropriately and produce reports as required by the Quality Manager.

· To assist relevant managers in developing quality improvement action plans in conjunction with the Quality Manager, as identified as a result of a complaint investigation. To assist with the monitoring of the implementation plan as agreed.

· To assist in developing relevant patient and staff information to support the process.

· Ensure compliance with Freedom of Information and GDPR Legislation if requested.

· Ongoing operational and user management of Patient Feedback Management System, Quality Improvement Registry and Audit Scheduler.

· Assist with the development of Quality Improvement Plans as a result of feedback from the National Maternity Patient Experience Survey.

· Execute the role of Designated Person as required.

· Supervise the operational and user maintenance of the Q-Pulse System.

· Supervise Q-Pulse staff, e.g. Administrative Support staff.