Job description Reports to: Advocacy Team Lead Responsibilities Providing a First Point of Contact for Service Users
• Access to the patient advocacy service is primarily through our national phone line and as an Advocacy Officer you will act as a first point of contact for those looking to access our service.
• Provide an excellent, independent, confidential, and high quality first point of contact to service users primarily by phone, but also by email and in person.
• Provide independent empowerment advocacy for patients and/or their representatives by empowering them to know their rights in making a complaint to raise concerns and seek answers to their healthcare.
• Providing accurate and comprehensive information and support to patients or their representatives around the ‘Your Service Your Say Process’ and/or patient safety incidents and Nursing Home complaints process.
• Assisting people with understanding and securing their rights to complaints management under ‘Your Service Your Say’ stage 2 to stage 4.
• Record all service user contact accurately on the case management system. • Operate according to the Patient Advocacy Service Code of Practice and other policies and procedures at all times.
• Support patients to effect changes that ensure their rights, dignity, choices, and decisions are safeguarded. 8 Case Load Management
• Effectively and professionally manage an individual case load. • Open and manage advocacy cases as allocated by the Advocacy Team Lead.
• Ensure the accurate and timely recording of casework activities for all service users, ensuring compliance with GDPR, the organisation’s Confidentiality Policy and case management requirements.
• Ensure the Advocacy Team Lead is fully informed at all times of the progress of cases.
• Use the Patient Advocacy Service case management system to manage and report on contact and case work.
• Manage cases efficiently so that they are processed and completed according to time standards, targets and other organisational requirements. Contributing to the effectiveness of the Organisation
• Adhere to all Patient Advocacy Service policies, procedures, manuals and standards.
• Participate in quality assurance systems and practices.
• Undertake further personal development as discussed and agreed with the Team Lead and keep own knowledge up to date.
• Take responsibility for personal learning and development, to support the learning and development of others and the whole organisation.
• Contribute to the evaluation of the Patient Advocacy Service.
• Raise awareness of the Patient Advocacy Service through active promotions and networking opportunities.
• Identify and report on systemic issues.
• Highlight gaps in policy that are affecting access to services.
• Produce information and written reports for the Advocacy Team Lead as required.
• Liaise with other staff to provide a distinct and specialised service.
• Undertake any other duties or projects equal with the nature and grade of this post as required.
• Work in a manner that facilitates inclusion and diversity.
• Organise and administer own work to ensure that it is accurate and meets quality targets, KPIs, reasonable deadlines and reporting requirements.
• Participate in mentoring activities.
• Develop and share knowledge of relevant legislation, appeals/redress mechanisms and social policy and practices in relation to advocating on behalf of patients.
• Operate within a Performance Management Development System.
• Undertake other duties assigned by the Advocacy Team Lead or management team.