Patient Advocacy Officer

· 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.

· Execute the role of Designated Person, as 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.

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

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