I have been working at this Trust for just under 3 years now and since joining up I've been located to two departments. The first being in the patient relations office whereby we liaise with patients and assist them with issues about their treatment, appointment confirmation and general queries. The main role is listening to and logging complaints from patients about the service they've experienced, whether it be medical negligence, or even misdiagnoses related issues. There are two ways in which we deal with complaints which are formally and informally. An informal complaint resolution would be listening to the issues and liaising with service managers on behalf of the patients to achieve a goal.
A formal complant is a serious complaint which is logged by the department and sent for an official investigation after which meetings can be organised with families and medical professionals to reach a local resolution.
General office duties require data entry, filing, photocopying, taking calls, emailing, liaising with medical professionals, attending meetings, assisting the bereavement relations team
Hospital environment can be demotivating at times