Senior Patient and Carer Experience Officer

1 month ago

Gloucester, United Kingdom Gloucestershire Health and Care NHS Foundation Trust Full time

We are looking for a proactive, compassionate communicator to join our team as a Senior Patient and Carer Experience Officer. This key role will support the Patient and Carer Experience team to improve the quality of Trust services through collaborative working to ensure high standards of care are provided to patients, their families and carers. Engaging with people from a range of backgrounds to understand their experiences and share learning, the role requires excellent communication skills and objectivity.
- Provide accessible, confidential and timely support to patients, their families and carers; offering advice, support and rapid resolution to concerns on a daily basis through liaison with appropriate managers, staff, service users and carers to agreed outcomes.
- Draft appropriate, compassionate response letters in line with the Trust’s voice and values
- Gather and respond to other comments and compliments as required, verbally and in writing.
- Ensure investigation reports and response letters are of a good quality and include the required level of detail
- Record all contacts on appropriate systems and ensure files are kept contemporaneously.
- Work alongside colleagues across the Trust to ensure the correct people are sighted on and provide input to investigations and responses
- Support the use of feedback information for change and improvement by gathering information and feedback on themes and trends or gaps in services.
- Establish strong relationships across all Trust services, working with a range of professional and managerial staff, and help staff understand the patient perspective through feedback.
- Proactively manage a large caseload, prioritising and adjusting appropriately.

Gloucestershire Health & Care Services deliver community health & social care services for adults & older people via a model of locality-based cluster teams. Each of the clusters consist of Nursing, Therapy and Reablement Teams working closely alongside social work professionals to provide support to people within their own homes and within bed based reablement units. We work closely with GPs, local communities, acute and community hospital(s) and other partners to enable people to live as independently and for as long as possible within their own home.

We are a clinically led organisation where individuals are valued for their unique professional contribution to ensuring best patient care. Continuing Professional Development is a key priority and we actively promote and develop the broadening roles that Physiotherapists and Allied Health Professionals are able to contribute. We have an extensive range of Advanced Practitioners, Clinical Specialists, Professional Leads and Non-Medical Prescribers across a wide range of specialisms that actively support clinical colleagues within our organisation. Our well established, structured Clinical Supervision and In-Service Training programmes contribute to the learning culture which develops and challenges thinking and practice.

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.

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