Patient Experience Officer

3 weeks ago


London, United Kingdom Healthwatch Ealing Full time

**Patient Experience Officer (Across two Borough)**

**Title**: Patient Experience Officer

**Reporting to**: Operations Manager, Healthwatch Lewisham

**Location**: Outreach work across boroughs of Lewisham and Bromley. Office base in Lewisham, SE23 2LB.

**Salary**: £21,000 - £24,000pa

**Hours**:37.5 hours per week

**Holidays**:25 days, plus 8 statutory days

**Contract**: Permanent

**BACKGROUND**

Your Voice in Health & Social Care (YVHSC) commissions a number of local Healthwatch services across London. Healthwatch is the main public and patient engagement mechanism for health and social care users in each borough.

Healthwatch includes championing the health and social care needs of adults and children in both boroughs, acting as an independent local voice ensuring that services meet the needs and remain high-quality and fit-for-purpose. Representing the views and experiences of local people, including children and young people, and helping communities to exercise greater choice over the services they receive. Healthwatch Lewisham and Bromley will have a visible presence in the borough, with an effective, proactive and independent local voice.

Key to YVHSC Healthwatch services is the Patient Experience Programme. In each borough there are weekly, monthly and quarterly patient experience targets to achieve. The Patient Experience Officer will directly deliver the programme in the boroughs of Lewisham and Bromley.

**JOB PURPOSE**

To provide operational delivery of the patient experience programme across Lewisham and Bromley, which includes:

- Extensive community outreach across health, social care and community settings
- Collection of real time patient experience feedback
- Management of data collection and analysis functions
- Production of quarterly Patient Experience Reports
- Development, training and support of a volunteer base to underpin delivery of the patient experience programme

**MAIN DUTIES AND RESPONSIBILITIES**

1. To lead and direct local patient experience activities for Lewisham and Bromley.

2. To gather patient experience feedback on health and social care services through an extensive outreach programme across the borough.

3. To support people to share their experiences with us.

4. To achieve monthly and quarterly Patient Experience targets

5. To identify engagement opportunities across the boroughs to collect patient feedback and liaise with relevant partners as appropriate.

6. To maintain robust systems for collating and analysing patient and resident feedback, including maintaining relevant databases and utilising relevant reports and graphics.

7. To upload, analyse, interpret and present the results of the patient experiences collected.

8. To produce quarterly and annual patient experience reports for the borough.

9. To train, support and supervise volunteers to participate in the collection of patient experiences.

10. To refer people to the Healthwatch information and signposting service and the NHS

Complaints Advocacy Service.

11. To promote the role of Healthwatch and represent the organisation and its findings at external meetings and with individual partners.

12. To establish and develop positive and productive relationships with relevant health and social care providers to enable access to services and impact from themes and trends.

13. To attend relevant partnership and stakeholder meetings for the purposes of presenting Patient Experience information/reports and supporting the ongoing development of the Patient Experience Programme.

14. To work with the Operations Manager to identify and follow up themes and trends, ensuring impact from the patient voice.

15. To use social media to promote and target opportunities for patient experience reviews, increasing direct reviews to our website.

16. To review external online health and social care review platforms for relevant integration of patient reviews

**OTHER DUTIES AND RESPONSIBILITIES**

18. To work with colleagues to help Healthwatch become a listening, learning and improving organisation.

19. To work with colleagues across the organisation to ensure all reports and correspondence are co-ordinated and responded to efficiently, effectively in a timely manner.

20. Update Healthwatch websites and social media accounts.

21. To contribute to team working by participating in staff meetings, away days and other events as necessary.

22. To attend supervisions and appraisals and provide written progress and work reports as required.

23. Plan and manage own workload, set targets and deadlines, and be self-supporting with regard to administration and IT.

24. Participate in the organisations fundraising activities and contribute to the preparation of fundraising proposals.

25. Attend training courses as agreed with, or determined by, his or her line manager.

26. Work within YVHSC’s Equality & Diversity framework, taking positive action where necessary.

**Person Specification**

**Requirements Esse



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