Patient Experience and Engagement Administrator

5 months ago

Bath, United Kingdom Royal United Hospitals Bath NHS Foundation Trust Full time

Patient Experience and Engagement Co-ordinator Band 2

This is a great opportunity to become part of a diverse team committed to improving the experience of patients and their families and carers.

You will be a key member of the team interacting with staff, patients and their families to support the process of collecting patient and family feedback to be used to share good practice and improve service delivery.

At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone’s contribution in supporting the exceptional, person-centred care we pride ourselves on.

We are proud to be in the top 20 best hospitals to work for in the country.

We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks - celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.

A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.

We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We’ve even got a pool

We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we’re providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.

JOB SUMMARY

The Patient Experience and Engagement Administrator works within the Patient Experience Team. The role encompasses:
the collection of patient and carer experience data and inputting data into electronic systems,
working directly with patients, families and visitors; on the wards and in outpatient departments to discuss their experiences, and also when working on main reception.

This is an administration post and the post holder will be required to develop their skills, knowledge and experience in all aspects of administration. It also requires customer service skills to be able to communicate sensitively with patients and their families and carers. This will be via on-the-job training to establish knowledge and understanding.

MAIN DUTIES & RESPONSIBILITIES

Efficiently undertake basic administration and clerical duties to support the Patient Experience and Engagement Coordinator and the Deputy Lead for Patient Experience and Engagement.

Collect Friends and Family Test (FFT) Cards from all wards and outpatient departments at the RUH once a week.

Deliver FFT Cards to all wards and service areas to maintain adequate numbers of FFT Cards for use on all wards and outpatient departments.

Input data accurately from the FFT Cards, as required, onto the Envoy portal system.

Input data from bespoke patient experience questionnaires onto Survey Monkey or Microsoft Forms, as required.

Support the Patient Support and Complaints Team by inputting data onto DATIX, as required.

Provide cover to support the main reception team, as required.

Assist patients, and their families and carers, to complete FFT Cards and patient and carer experience questionnaires on wards and in outpatient areas.

Regularly check the stock of FFT Cards and other stationary and inform the Patient Experience and Engagement Coordinator when cards and stationary need to be ordered.

Provide administrative support to the Patient Experience and Engagement Co-ordinator when managing patient information leaflets, including communicating with the Patient Readers Panel members.

Undertake photocopying, scanning and typing duties, as directed.

Answer queries, both face to face and via the telephone, take messages and pass them on to the relevant member of the Patient Experience team in an appropriate and timely manner.

Demonstrate excellent customer service skills on the telephone and face-to-face.

Maintain electronic filing systems in line with organisational policies and procedures.

Collate information for reports and meetings, as directed.

Arrange meetings for the Patient Experience team.

Be a flexible and supportive member of the wider team.

Maintain strict confidentiality at all times.

Prepare for and attend appraisal meetings and participate in relevant training programmes and education, as required by the Trust within the role.

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