Patient Experience Administrative Co-ordinator

6 months ago


Chertsey, United Kingdom Ashford and St. Peter's Hospitals NHS Foundation Trust Full time

An exciting opportunity has arisen within the Patient Experience and Involvement Department at St Peters Hospital. This is a fantastic full time opportunity for a highly motivated individual who has the enthusiasm and ability to work in a challenging but equally rewarding NHS team.

You will be responsible for undertaking a range of activities in the Patient Experience Department including, liaising with families and patients, Datix reporting with the Trust’s complaints team, working with patient feedback, analysis of data as well as cover when required for our Patient Advice and Liaison Service (PALS).

The ideal applicant will have a strong intuition and work closely with senior managers in the patient experience team and the ability to work independently as well as part of a team. Applicants should have strong attention to detail, be an excellent communicator and ability to work within deadlines. We would like a self-motivated, well organised individual with excellent interpersonal skills and the ability to prioritise workloads. The post will involve dealing with a range of tasks specific to enhancing the patient experience at the Trust.

**The postholder will**:

- Act as Administrative Co-ordinator to the Patient Experience Team
- Liaise with the HOPE, Deputy HOPE and wider PET team and divisional contacts across the organisation to co-ordinate all elements of the PET functions.
- Liaise with divisions to gather statements or availability to support the complaints and PALS management process.
- Responsible for PE meetings and providing administrative support including taking minutes.
- Run Datix reports and input to reports for the PET
- Organise Local Resolution Meetings and liaising with the clinical teams and patients/families.
- Provide ad hoc cover for the PALS service and support internally within the PET
- Provide Trust cover for ViewPoint patient feedback system

Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North-West Surrey, parts of Hounslow and beyond.

Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Ashford, Surrey and St Peter's, Chertsey, Surrey.

We also run many specialist clinics in the community and local community hospitals and other healthcare facilities.

Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at Ashford & St Peters Hospitals NHS Foundation Trust with our strong commitment to staff health and wellbeing. We are committed to providing continuous professional development, staff benefits and flexibility to shape our workforce around our patient care.

**As Patient Experience Administrative Co-ordinator you will**:

- Attend regular team meetings arranged by the department as appropriate.
- Provide admin cover Monday to Friday each week in the Patient Experience Team (PET).
- Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.
- Provide accurate and proficient service with the use of appropriate software and systems to meet the required Trust’s standard of work. As appropriate, prepare straightforward replies and requests in the department liaising with the Team Leads for PALS and Complaints service.
- Competently use Datix, after training related to PALS and Complaints cases and provide data analysis to feed into reports in the PET.
- Competently use Surrey Safe Care, after training in accordance with required Trust standards of work
- Ad-hoc retrieval of medical records/investigation results relating to patient/GP/Consultant enquiries, liaising with all staff concerned with patient services as necessary i.e. medical nursing, medical records, pathology, histology and management.
- Provide a first point of contact for written and telephone queries on behalf of the Department, using judgement to establish validity and priority of the contact.
- Attend relevant departmental meetings and provide Secretarial services as required - eg booking venues, typing accurate minutes and agendas and circulating documentation as required.
- Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate
- Exercise independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person.
- When required, chase up responses to complaints within optimum deadlines and forward to the correct party within the Trust.
- To take an active part in Progress & Development Reviews and to maintain and update Personal Development Folder in accordance with Agenda for Change.
- Co-ordination and support of Training as required.
- Participate in Trust training courses as appropriate to ensure skills and knowledge are maint



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