Assistant Patient Relations Officer

Fixed Term or Secondment Opportunity* for 12 months due to funding

*Secondment Opportunity Existing permanent employees must first discuss this opportunity with their substantive line manager and complete the secondment request form prior to interview. The secondment request form and the associated secondment policy can be found on the HR/Recruitment intranet pages and must be completed and signed by the substantive line manager.  The Candidate should then take it with them to interview as confirmation that an agreement has been granted.

An exciting opportunity has arisen within the Directorate of Nursing, Midwifery and Allied Health Professionals (NMAHP) for a highly motivated Patient Relations Officer.  

This role will provide a comprehensive, efficient and confidential administrative service to the NHS Forth Valley Patient Relations Department. Excellent communication and interpersonal skills are essential for this person facing role.

Based in FVRH you will work in a dynamic and highly professional environment, within a supportive and welcoming team. You will work closely with the Patient Relations team as well as clinical and senior staff across the organisation to provide a robust and person centric complaints handling experience in line with national guidance.

You will act as the first point of contact for all enquiries to the department, often dealing with matters of a confidential and sensitive nature. You will spend a high proportion of your time on the phone or liaising with patients and families verbally or in writing, often dealing with complex or distressing circumstances. 

You will demonstrate excellent communication skills, both written and verbal.  You will be able to deal effectively with a number of simultaneous tasks and have the ability, commitment and judgement to ensure deadlines and actions are delivered whilst being frequently interrupted.

Advanced knowledge of the complaints handling procedure and Microsoft Office is essential.                                                     

Previous experience within a similar/healthcare setting would be advantageous.

Ability and willingness to travel throughout the area of service delivery is essential for this post.

The duties of this post require the successful candidate to complete a Standard Police Act Disclosure Scotland Check.

Informal enquiries to: Pauline Donnelly, Person Centred Care Manager, pauline.donnelly@nhs.scot

Please note that the majority of correspondence is sent by e-mail, therefore please check your e-mail regularly (including junk folders) and your Jobtrain account for updates.

NHS Forth Valley is positive about disabled people and is committed to offering an interview to disabled people who meet the minimum criteria for the job.  Please contact the Recruitment Office on if there are any reasonable adjustments we can make to assist you with your application and/or interview.

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.