Patient Engagement Facilitator

Reporting to the Patient Engagement Lead, this post forms part of the Patient Experience Team to support the delivery of the Trust’s Patient Experience and Public Engagement Strategy and vision to ensure ‘Excellent Care for all’ through the delivery of safe, effective and high quality services, that ensure the people who use our services, their families, carers and visitors receive a positive experience and are provided the opportunity to co-design and improve services.

Delivering the day to day systems and processes to address patient feedback and support effective patient engagement across the Trust, providing support and information to staff to deliver trust wide systems and processes.

Supporting a culture that provides co-design and improvement opportunities to the general public identified from lessons learned from patient feedback to improve safety and efficiency of trust-wide services.

Croydon is a large borough with the highest number of young people of any London borough. It is diverse with over 200 languages and dialects spoken locally, which reflect the cosmopolitan nature of the people we serve.

Croydon Health Services NHS Trust is an integrated community and acute Trust covering a large acute hospital, a smaller community hospital and multiple services across the community.

The Trust aspires to provide patient and families with a first class experience, listening and learning from what our stakeholder, patients and families tell us about our services. This role is pivotal to this aspiration and therefore and important part of the wider job we do.

**Operational Responsibilities**:
Support the development and delivery of the patient engagement team programme of work/plan in line with local and statutory requirements.

Support the collation of documentary evidence needed to support any external assessment in relation to patient engagement.

In support of the patient engagement lead, design, plan, co-ordinate, and deliver events in direct support of widening patient engagement and participation.

Effective liaison and communication with all Trust staff in relation to patient engagement practices ensuring that all staff are aware of their responsibilities.

Contribute to internal and external Trust publications as required to promote co-production approaches and ensuring the voice of the patient is heard in all areas of service improvement.

Work with the patient experience officers to monitor and ensure the patient experience sections of the Trust’s intranet and internet sites are up to date. Ensure the pages provide relevant and up to date information for staff, patients and the public on quality and patient experience issues.

Regularly monitor systems and processes for feedback, such as NHS Choices, FFT software, NHS Reviews, CQC feedback, to ensure the completion of timely responses and collation of trends and themes with the development of action plans where required.

Monitor the implementation and progress of engagement related QI projects to enable continuous, co-produced quality improvement, escalating areas of concern in line with Trust policy as appropriate.

Support the implementation, monitoring and compliance of any audits relating to patient engagement, including external organisations/stakeholders as required. Prepare and monitor action plans as required.

Monitor and report on patient engagement management and training key performance indicators/metrics, escalating areas of concern to the Patient Engagement Lead.

Develop and deliver effective system training, including contributing to the Trust’s induction programmes for new starters as required.

Support work with Heads of Service, Service Managers and other stakeholders to ensure that the Trust’s patient engagement processes and systems meet the business requirements of the organisation.

Support as required any reporting against relevant quality outcome benchmarks and trigger points, using these as an early warning system in relation to quality and patient experience issues.

Ensure the submission of all required data sets for internal reporting to the Informatics team on a monthly basis and as requested.

To prepare and present data and reports for relevant Trust and Directorate committees and to interpret complex information to identify key themes, trends and hotspots.

Collate and analyse quantitative and qualitative information to facilitate clinician reflection on clinical practice and service, supporting implementation of good practice and quality improvements for patients.

Support co-production in the identification of areas of risk and the development of actions to reduce/mitigate against the risk occurring or re-occurring.

Provide administrative support to trust Wayfinding meetings and Patient Reader Panels including co-ordination of the meetings, minute taking and following up actions.

Provide advice and support on all aspects of the Trust’s FFT, CQC National Patient Experience Surveys, and Wayf