Patient Liaison Officer Grade VII Job at Mercy University Hospital – in Cork, County Cork
Purpose of the post:
The position of Patient Liaison Officer Grade VII occupies a pivotal role within the structure of
Mercy University Hospital. This role encompasses both managerial and administrative responsibilities and the Patient Liaison Officer is part of the hospital team providing a quality service to our patients and their families with emphasis on improving communications, obtaining patient feedback and implementing initiatives for improvement.
The post holder will report on day to day operations to the Quality & Risk Manager
Responsibilities – The post holder will be responsible for;
Act as liaison for patients to support them during their journey within the hospital
While working with clinical team support the principle that the care of the patient comes first at all times and will approach their work with the flexibility and enthusiasm necessary to make this principle a reality for every patient to the greatest possible extent
Support patients & families at times of difficulty in hospital, this can include dealing with bad news, basic need like an item of clothing, providing direction etc.
Provide education and support for Healthcare Professional teams in dealing with patient concerns feedback/complaints.
Support patient care by communicating, negotiating, and representing the patient’s views and values when needed, highlight these patient values and views to colleagues as necessary.
Meet with distressed patients & families to help and give advice on how to resolve their concern or in simple terms “just to be there for them”
Support and represent any vulnerable and/or marginalized groups of patients
To liaise with services when trends in issues and complaints are observed and recommend improvements or change to policy and practice if required, perform relevant audits as required
Facilitate meetings between patient and their families and Healthcare teams where necessary
Establish and provide support to Patient Representative Forums across the Hospital
Engage with patients, families and staff on a regular basis,
Act as a liaison during reviews to support families and provide regular updates on the progress of the review.
Act as the Disability/Access Officer
Support patient feedback systems including the National Patient Experience Survey and participate in Quality Improvement initiatives as relevant to patient experience
Demonstrate and uphold the Values of the MUH, liaise with the Values & Culture Lead in this regard
To develop policies and procedures to ensure positive patient / hospital relations.
To analyse data and information about patient care concerns, needs and problems, and make recommendations as appropriate.
To liaise with Quality and Risk Management on an individual case basis referring appropriate cases.
To work in collaboration with QRMD in complaint investigation and resolution
To attend and participate in committee meetings, work groups, and/or process improvement teams as required.
To promote the National Open Disclosure Policy with staff and guide hospital staff in the use of the Policy in practice. Provide Open Disclosure Training to staff
To develop patient services initiatives such as the Patient Information Leaflet.
Have a working knowledge of the Health Information and Quality Authority standards as they apply to the role for example the National Standards for Safer Better Healthcare standards for healthcare, the Slaintecare Report, Learning to Get Better Report from the Office of the Ombudsman, the Incident Management Framework and the HSE Service plan and comply with associated HSE protocols for implementing and maintaining these standards as appropriate for the role.
Patient Feedback and Engagement
To develop, promote and encourage, internal regular patient feedback mechanisms e.g.
Patient Satisfaction Surveys and Patient Feedback from hospital website.
Provide support to hospital departments and staff in the preparation of patient questionnaires
To analyse and communicate the findings of patient feedback mechanisms with the staff of Mercy University Hospital.
To ensure patient perspectives are sought in relation to policy and practice developments with the hospital
To ensure the voice of the patient is represented in decisions that affect patient care and to enable a culture of encouraging patients/service users to share their experience
To assist in the development, co-ordination and operation of patient engagement with the service.
To respond to suggestions and compliments submitted by patients and provide positive reinforcement to staff involved.
To develop links with stakeholders involved in partnering with patients including local, national and international organisations
To keep up to date with national developments in relation to patient and service user partnership
To guide patients and relevant persons throughout their journey in the hospital with compassion and understanding
To support staff to manage Stage 1 complaints from patients promoting point of care resolution
To guide patients to other services as required
To provide a visible focal point for patients, their families and carers in the provision of information about the services the hospital provides
To support service users to express their views, wishes and concerns about their treatment plan
To provide accurate and comprehensive information and support to services users wishing to make a complaint
To act as a designated person for service users during the investigation of a patient safety incident as per the Open Disclosure Policy and HSE incident Management Framework
To provide support and assistance to patients in relation to the Complaints Process and engage with all relevant stakeholders in reaching solutions in the most effective and timely way possible
To provide support and advocacy to patients and families when attending meetings with hospital staff as requested
To facilitate communication with patients and their families with the focus on improving relations and maintaining excellent patient service and satisfaction.
To ensure complaints, problems, questions and concerns are managed in a timely and professional manner
To examine, facilitate, co-ordinate resolution of patient concerns, complaints and grievances concerning the quality of care and services.
To ensure that both service user and staff rights are upheld throughout the complaint management process.
To co-ordinate the handling of complaints that involve multi-disciplines and multi-services
Advise Quality & Risk Manager of potential Stage 2 complaints to provide reports on Stage 1 and Stage 2 complaints as required.
To support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service
To manage volunteers and co-ordinate their hours and areas they support with area management
Arrange for interpreter/ translator and/or sign language needs of patients
Support the visually impaired and link with external services that can advocate or provide assistance for patients during their stay at the Mercy University Hospital
Drive the strategic agenda in relation to patient advice and liaison services in MUH, engage with all relevant stakeholders in this regard
To be the point of contact for St. Michael’s Unit and act as the Liaison with the Unit ensuring it is run efficiently and smoothly. To provide a seamless and coordinated approach to the delivery of services between Mercy University Hospital and St. Michael ‘Unit
Acting as main contact person for staff of St. Michael’s Unit in relation to MUH queries and questions
Any other duties that may be assigned from time to time by your Line Manager
At least five years’ experience of working in a healthcare environment
Significant experience of dealing with patient or service user queries Experience of working with multiple internal and external stakeholders, as relevant to this role
Enthusiasm for developing hospital services to better meet the needs of patients
Knowledge of quality assurance and standard setting / audit
Able to demonstrate leadership and to inspire others to perform effectively towards a shared vision
The requisite knowledge and ability (including a high standard of suitability and management / Leadership ability) for the proper discharge of the duties of the office.
Committed to and experience of continuous quality improvement in healthcare
Confident in liaising directly with hospital and HSE managers
Ability to engage a wide range of stakeholders including administrative, clinical and support staff, patient groups and community organisations
Innovative and capable of challenging existing ways of thinking
Mediation, negotiation and communication skills
Highly organised, resilient and able to remain calm and focused under pressure
Readiness to make decisions and originate action
Excellent verbal and written communication skills including presentations, report writing and newsletter articles
Skilled in IT applications, including Microsoft Word, Excel, PowerPoint and Outlook
A willingness to undertake role specific training as required from time to time
A qualification (Level 8) in a health related area e.g. nursing, social work, medicine, quality, pastoral care, health service management is desirable
Direct experience of healthcare management
Experience of quality assurance and standard setting/audit
Clinical understanding and experience of leading a change management project
Knowledge/experience/appreciation of Quality Improvement methods
Experience in facilitating multi-disciplinary and multi-perspective meetings
Able to demonstrate kindness and understanding of the patient journey and act as an advocate
Experience of leading successful outcomes in pressurised situations
Proven track record of achievement in self-start projects
Professional Knowledge & Experience
Developing links with Local and National Organisations involved in partnering with patients including local, national and international organisations.
Knowledge of National Patient Forums and Patient Advocacy Groups
Keeping up to date with National Developments in relation to Patient and Service User Partnerships
Commitment to participate in any National Projects and National Patient Groups that may benefit the MUH, its patients and staff.
Excellent knowledge of relevant legislation and their applicability in an Acute Hospital setting, to include
o Disability Act2005
o Freedom of Information Acts (1997, 2003 and 2014) and Data Protection Acts (1998 and 2003)
Knowledge of relevant policies, procedures and guidelines e.g. MUH complaints procedure, National Open Disclosure Policy 2019, HSE Patient Safety Strategy, National Healthcare Charter “You and Your Health service”
Proficiency with computer systems including Microsoft Word and Excel software
Knowledge of health service delivery systems and medical terminology
Communications & Interpersonal Skills
Effective verbal communication skills, delivering complex information clearly, concisely and confidently
Excellent written communication skills including strong report writing and presentation skills
Excellent communication and interpersonal skills in order to deal effectively with a wide range of stakeholders
Ability to develop and maintain close links with the services users, family ensuring a partnership approach
Excellent interpersonal skills including the ability to be empathetic; tactful and objective in relating to a wide variety of people at all levels
Planning & Organising and Delivery of Results
The ability to successfully manage a range of different projects and work activities concurrently, utilising computer technology effectively and assigning work to others as appropriate to meet strict deadlines
The ability to proactively identify areas for improvement and to develop practical solutions for their implementation
The ability to embrace change and adapt local work practices accordingly by finding practical ways to make policies work, ensuring the team knows how to action changes
The ability to use resources effectively, challenging processes to improve efficiencies where appropriate
Evaluating Information, Problem Solving & Decision Making
Excellent analytical, problem solving and decision making skills
The ability to quickly grasp and understand complex issues and the impact on service delivery
The ability to confidently explain the rationale behind decisions when faced with opposition
Ability to make sound decisions with a well-reasoned rationale and to stand by these
Initiative in the resolution of complex issues
Building and Maintaining Relationships including Teamwork & Leadership Skills
The ability to build and maintain relationships with colleagues and other stakeholders and to achieve results through collaborative working
The ability to work both independently and collaboratively within a dynamic team and multi stakeholder environment
The ability to lead the team by example, coaching and supporting individuals as required
Flexibility, adaptability and openness to working effectively in a changing environment
Commitment to a Quality Service
Evidence of incorporating the needs of the service user into service delivery
Evidence of practicing and promoting a strong focus on delivering high quality patient service for internal and external patients
Commitment to developing own knowledge and expertise
Evidence of setting high standards of performance for self and others, ensuring accurate attention to detail and consistent adherence to procedures and current standards within area of responsibility
Closing date for receiving applications is Friday 3 rd December 2021
MUH reserve the right to panel for this post
About the Company
Company: Mercy University Hospital –
Company Location: Cork, County Cork