Patient Ambassador-uhs Southampton Nhs Trust

6 months ago

Southampton, United Kingdom Serco Plc Full time

Patient Ambassador
Southampton University Hospital Southampton General Hospital, Tremona Road, Southampton, Hampshire, SO16 6YD
Full Time - 1 x 37.5 hours (0630 - 1930) & 1 x 35 hours (1430 - 2200)
Salary - TBA

To ensure all cleaning and patient catering services are delivered and executed to the expected quality standards and frequencies as per detailed work schedules and SLA’s. This role covers all inpatient areas with a requirement to ensure appropriate staffing levels are maintained at all times and duties are carried out safely and in a courteous manner at all times. To act as the conduit between senior ward based nursing staff and the services provided by Serco within set areas.

**Main Accountabilities**: Supervise, co-ordinate, motivate, train and work with ward based cleaning staff and ward hosts to provide an efficient, quality service to patients. Ensure the ward catering and cleaning activity is appropriately resourced to deliver the required standards and for core activities to be completed as per daily schedules Ensure the ward hosts and cleaning assistants report for duty in good time and are presented in a clean and tidy manner. Provide support and guidance to ward hosts Ensure that meal orders are captured and uploaded by the host in good time for service delivery Monitor cleaning and catering services against set criteria and standards Ensure food safety HACCP documentation and cleaning schedules are completed correctly Provide on the job training and arrange a buddy for new starters or staff returning to work after long period of absence Complete competency checks for ward hosts and ward based cleaning staff to evidence capability Develop and maintain a customer focused team. Ensure that any customer complaints are promptly dealt with and action taken to prevent re-occurrence. Ensure positive feedback is shared with the ward team Serco Internal: Leadership Model Tier Team Member v.1 - © Serco March 2017 3 Serco Business Participate in capturing patient experience feedback through regular survey activities Identify Serco colleagues for recognition when they demonstrate a level of service over and above their daily responsibilities and our joint expectations Provide counselling to staff should they fail to deliver to the required standard Ensure agreed ward stock levels of cleaning materials and consumables and catering provisions are maintained, working in line with targets given. Ensure the Serco sickness and absence Policy is complied with and completion of relevant documentation including completion of return to work interviews with staff and reviews with any staff that breach the trigger point. Ensure that all cleaning and catering equipment is used safely and in accordance with regulations and company policies. Follow the Accident/Incident reporting procedure ensuring all accidents, incidents and near misses are reported correctly Comply with all Health and Safety legislation which is laid out in the company’s Health and safety manual, (COSHH procedures, risk assessments and manual handling, etc) Report all maintenance issues and hazards via the Trust Helpdesk and advise your line manager. Maintain the Food Safety and HACCP checklists and take remedial action where necessary. Train and develop your team as required by the company and legislation to include; Induction, Health and safety and skills, infection control and check that your team are aware of these requirements and are working in accordance with them. Record all staff training in their individual Training and Development folder. Carry out quality checks and patient experience surveys to the prescribed frequency. Ensure failings are rectified in the agreed timescales. Complete performance reviews on an annual basis. Deal with any operational issues that occur during the course of a shift, handover any unresolved issues to your line manager. Develop good lines of communication at all levels within your team, other colleagues and customers. Ensure Data Integrity and Security is maintained at all times. Manage security process within your area, in line with company procedures. Compile and produce reports from available management systems Perform any reasonable and practical instructions as requested by the management appropriate to the needs of the hospital.

**What you will need for the role**: This is a physical role and the post-holder will be required to be mobile for the majority of their working day with manual handling being necessary to lift / carry / operate cleaning machinery Ability to achieve BICSc qualification or NVQ level 3 within the 1st 12 months of appointment Food safety certification to level 3 within 6 months of employment Ability to read, write and converse clearly in English Basic Health & Safety Previous experience working within a hospital or service environment with in the catering or cleaning environment/industry Supervisory experience Customer service skills including clear verbal communication

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