Patient relations liaisons are tasked with providing information and support to National Health Service patients, as well as their relatives and caregivers. These liaisons must be friendly and have interpersonal skills while also remaining communicative at all times, as they are expected to provide information in ways that are easily understood and processed by non-medical professionals.
Patient relations liaisons also provide information and assistance in finding local alternatives for patient care and must provide accurate information to patients and their caregivers about the National Health Service and what it offers. Likewise, they are responsible for providing the National Health Service with information about the patient and his/her care to provide optimal treatment at all times.
Patient relations liaisons also work with others in their position to navigate organizational barriers and overcome problems as they arise. Strong communication skills are important in this position, as is a solid understanding of the medical field in which they work, and they should also have strong mental fortitude in preparation for dealing with life-changing illnesses and clients' grief. A bachelor’s degree, a background in health or social services, and at least two years of relevant work experience are generally required for this position, and although hours are flexible, patient relations liaisons must be able to respond to clients or their families whenever the need arises.
Patient Relations Liaison Tasks
Convey questions, complaints, problems, and concerns of patients to proper personnel.
Resolve patients' complaints and grievances.
Describe and interpret health care procedures and policies to patients.
Serve as intermediary between health care organization and patients, and patients' relatives in resolving patient care problems.
Prepare incident reports for potential legal issues.