DECISIONS & JUDGEMENTS The post holder is self-directing and undertakes certain functions on behalf of the Patient Affairs Manager. The post holder will work autonomously and on their own initiative, reporting back to the Patient Affairs Manager advising what duties have been carried out. The post holder is required to make decisions when dealing with telephone calls relating to complaints. Any enquiries/complaints must be prioritised and decisions are required to be made as to whether the call is an enquiry, early resolution complaint, concern or a formal complaint. Advice must be given to the caller at that time on how they want their complaint to be dealt with. Depending on the call, decisions must be made quickly and effectively on the telephone as to how to proceed. A high level of personal initiative is required to make decisions regarding workload priorities, patient enquiries, general telephone enquiries and diary conflicts independently. Work is supervised rather than managed. The Patient Affairs Manager is available to advise on more complex matters, however when they are not available the postholder has to use their own initiative to deal with matters independently and be able to decide when to refer/escalate non routine matters. Discretion when dealing with staff and members of the public required at all times. COMMUNICATIONS & RELATIONSHIPS Face-to-Face, telephone and e-mail contact with Senior NHS staff including clinical and non-clinical (senior managers) and secretarial staff, heads of service, primary care and other acute patient affairs staff for the purpose of giving/receiving information and request for information all of which can be highly confidential and/or sensitive. Face-to-face and telephone contact with patients, relatives, carers and outside agencies as appropriate for example, MSP’s, Scottish Government, local authorities, Health Councils and voluntary organisations.
DECISIONS & JUDGEMENTS The post holder is self-directing and undertakes certain functions on behalf of the Patient Affairs Manager. The post holder will work autonomously and on their own initiative, reporting back to the Patient Affairs Manager advising what duties have been carried out. The post holder is required to make decisions when dealing with telephone calls relating to complaints. Any enquiries/complaints must be prioritised and decisions are required to be made as to whether the call is an enquiry, early resolution complaint, concern or a formal complaint. Advice must be given to the caller at that time on how they want their complaint to be dealt with. Depending on the call, decisions must be made quickly and effectively on the telephone as to how to proceed. A high level of personal initiative is required to make decisions regarding workload priorities, patient enquiries, general telephone enquiries and diary conflicts independently. Work is supervised rather than managed. The Patient Affairs Manager is available to advise on more complex matters, however when they are not available the postholder has to use their own initiative to deal with matters independently and be able to decide when to refer/escalate non routine matters. Discretion when dealing with staff and members of the public required at all times. COMMUNICATIONS & RELATIONSHIPS Face-to-Face, telephone and e-mail contact with Senior NHS staff including clinical and non-clinical (senior managers) and secretarial staff, heads of service, primary care and other acute patient affairs staff for the purpose of giving/receiving information and request for information all of which can be highly confidential and/or sensitive. Face-to-face and telephone contact with patients, relatives, carers and outside agencies as appropriate for example, MSP’s, Scottish Government, local authorities, Health Councils and voluntary organisations.