Purpose of Position
The position provides a focus and a means through which patients and their families can express their views and raise issues relating to the quality of care and services provided by The Sydney Children's Hospitals Network Westmead Campus.
The Patients’ Friend assists, supports and empowers patients and their families to have their comments, concerns and complaints addressed in a respectful and timely way by appropriate members of staff.
The Patients’ Friend, in partnership with the other staff members of the Service Improvement Unit and the Director of Clinical Governance, uses feedback from families to identify opportunities for improvement in service delivery.
The Patients’ Friend provides education and support to staff at all levels on the promotion and delivery of family centred care and in effective complaints management.
The Patients’ Friend is responsible for facilitating the managment of all complaints he/she receives whether they are made in person, by telephone, or via mail or email.
The Patients’ Friend helps with the management of Ministerial, Health Care Complaints Commission complaints and Medico Legal matters as directed by the Director of Clinical Governance.
The Patients’ Friend manages the Respond complaints database for the Westmead Campus.
The Patient's Friend provides secretariat to the Public Accountability Committee.
Relevant tertiary qualifications or equivalent experience.
A good working knowledge of the NSW Health System.
Demonstrated commitment to Patient and Family Centred Care, patient representation and advocacy.
Demonstrated high level negotiation and interpersonal skills.
Demonstrated high level written and verbal communication skills.
Demonstrated high level problem solving, conflict resolution and mediation skills.
Demonstrated ability to work collaboratively with patients, parents/carers and hospital staff.
Good organisational and time management skills.