Job summary
- Main area
- Case Manager
- Grade
- Band 6
- Contract
- 24 months (Fixed Term/Secondment)
- Hours
- Full time
- Part time
- Flexible working
- Job ref
- 180-F-255137
- Employer
- Cambridge University Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Addenbrookes Hospital-Division Corporate
- Town
- Cambridge
- Salary
- £37,338 - £44,962 p.a. pro rata
- Salary period
- Yearly
- Closing
- 12/06/2025 23:59
- Interview date
- 23/06/2025
Employer heading
Patient and Family Liaison Case Manager
Band 6
Job overview
The Trust is undertaking a significant programme of work following concerns raised about the practice of a Trauma and Orthopaedic surgeon who specialises in children. The primary aim of the programme is to identify and address instances of harm to patients, and to ensure open, sensitive and timely communication with affected patients and their families.
The four post holders will be supporting patients and their families and loved ones through the investigation into the incident which has occurred within a service provided by the Trust.
This will include:
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The regular contact with family/patients with regards to the Trust’s response and review of the incident.
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Ensuring there is effective liaison with the Lead Patient and Family Liaison Officer (PFLO), thereby ensuring patients/families are supported effectively and compassionately with respect of their individual needs.
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Attend meetings with lead PFLO to raise issues and updates regarding patient and families.
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Support delivery of compassionate engagement and involvement of patients and families involved in the incident.
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Record and update issues raised to help inform an analysis on themes identified from the patient/family engagement process
Main duties of the job
The post holders must be flexible and able to respond to the needs of families or carers, this may include working (not on a regular basis) outside of office hours, weekends and over Bank Holidays.
The role requires sensitivity, professionalism, communication and integrity and may include dealing with and providing support to individuals some of whom may be deeply distressed.
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Supporting the Lead Patient and Family Liaison Officer with the management of interactions with patient and families.
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Effective liaison with patients and families ensuring they are supported effectively and compassionately with respect of their individual needs.
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Provide support to patients/families and link in with other support systems within the Trust i.e. psychological support, Chaplaincy.
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Support the Lead Family Liaison Officer with the Duty of Candour process ensuring requirements are met and patients and families are fully informed of the investigation and process
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Answering and documenting all calls into the helpline
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Completion of relevant patient trackers with patient information
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Answering and documenting all calls into Patient and Family Liaison
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Hole a case load of patients/families and ensure regular contact is made as agreed by the incident management team
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Be the point of contact for allocated case load to address all queries and concerns they may have.
Working for our organisation
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Detailed job description and main responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
Please note:- Internal applicants on permanent contracts can only apply for this post as a secondment and must have the approval of your current line manager before applying.
This vacancy will close at midnight on 12th June 2025
Interviews are due to be held on 23rd June 2025
Benefits to you
At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only café, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.
Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person specification
Qualifications
Essential criteria
- Educated to degree level, or equivalent in terms of experience
- Evidence of on-going professional development
Desirable criteria
- A level English language or literature or Equivalent
Experience
Essential criteria
- Experience of working effectively with clinical and/or academic colleagues to achieve tangible outcome
- Demonstrable relevant experience working in similar professional environment (NHS or academic organisation)
- Complaints/customer care management experience in healthcare, or equivalent project management experience
Desirable criteria
- Experience of working in a healthcare setting with multi-professional healthcare team/s
- NHS experience
Knowledge
Essential criteria
- Understanding of complaint legislation and practical application of this
- Knowledge of confidentiality and data protection
Desirable criteria
- NHS experience
Skills
Essential criteria
- Excellent written communication skills
- Ability to analyse complex information and synthesise written communications: demonstrable analytical and judgmental skills
- Capable of working independently and also as an integral member of a team
- Flexible and adaptable to changing situations due to workload and colleagues’ needs
- Effective time-management, including working to strict deadlines and ability to organise work around competing demands
- Excellent interpersonal skills
- Excellent use of Microsoft Office (Word, Outlook, Excel and MS Teams)
- Experience and confident using a digital call management platform. i.e Netcall, Liberty.
- Excellent documentation and with a key eye for attention to detail
- Ability to communicate effectively with individuals at all levels
Desirable criteria
- Knowledge and understanding of medical terminology
Additional Requirements
Essential criteria
- Persistent, resilient and able to withstand the nature of the work involved
- Uphold patient confidentiality
- Integrity and diplomacy
- Maintain a professional manner and attitude
- Sensitive to the needs of grieving/emotional patients and families
- The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.
Employer certification / accreditation badges
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Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Sue Bennison
- Job title
- Lead Patient and Family Liaison Officer
- Email address
- [email protected]
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