Patient Liaison Officer Grade VII Job at Mercy University Hospital – in Cork, County Cork

Job Description

Patient Liaison Officer VII (Permanent, Full time)

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

Patient Advocacy

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.

Other duties

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

Eligibility Criteria:
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

Leadership experience

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

Estimated Salary:

About Mercy University Hospital -