Patient Experience and Engagement Support Officer

4 weeks ago

Worcester, Worcestershire, United Kingdom Worcestershire Acute Hospitals NHS Trust Full time
Job Summary

We are seeking a highly organized and enthusiastic individual to join our Patient Experience and Engagement team as a Support Officer. The successful candidate will be responsible for providing administrative support to the team, including organizing meetings, managing communication, and maintaining databases.

Main Duties
  • Provide administrative support to the Patient Experience and Engagement team, including organizing meetings, managing communication, and maintaining databases.
  • Manage communication and administration for the Patient and Public Forum, including creating agendas, taking minutes, and tracking actions.
  • Support the development of core key documents, such as Terms of Reference and policy development.
  • Manage purchase orders and payments.
  • Coordinate the annual Big Quality Conversation survey, including setting up and recording engagement activity and managing communication with the public.
  • Support with setting up meetings and booking rooms and diary management.
  • Join team meetings as an active team player.
  • Coordinate an annual calendar of surveys and activities to support this.
  • Support with the delivery of the new Patient Voice strategy.
About Us

Worcestershire Acute Hospitals NHS Trust is a large acute and specialized hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialized services to a larger population in Herefordshire and beyond.

We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Person Specification

Knowledge and Skills

  • Strong word processing skills.
  • Good computer skills, able to use Microsoft word and excel packages, and databases.
  • Understanding of the Data Protection Act, patient and public confidentiality and GDP.
  • Ability to communicate effectively and demonstrate excellent communication skills: verbal, listening and written.
  • Minute taking skills.
  • Good problem solving skills.
  • Ability to take on and understand new systems quickly.
  • Ability to arrange meetings and conferences/events.
  • Ability to work in partnership and build relationships with a wide range of individuals and groups internally and externally.
  • Solution focused with ability to respond to sudden unexpected demands.
  • Ability to communicate with sensitivity, empathy and tact when dealing with potentially challenging members of the public.
  • Ability to communicate effectively with staff at all levels of the organisation.
  • Understanding of the value of patient feedback and active engagement and collaboration.
  • Understanding and commitment to safeguarding requirements, equality of opportunity and accessibility.
  • Awareness of protected characteristics and health inequalities.

Desirable

  • Knowledge of the NHS in the acute and or primary sector.
  • Ability to convert complex sensitive information into plain language and terms.
  • Familiarity with social media.
  • Ability to motivate in challenging situations.
  • Knowledge of and ability to use the Trust IT systems.

Qualifications

  • GCSE and A Level English and Maths or equivalent.

Experience

  • Proven experience of providing administrative / business / project support in a complex service/organisation setting.
  • Project/people/system co-ordination.
  • Supporting the administrative function of an office and/or projects in a leading role.
  • Maintaining databases/s.
  • Organising and booking meetings.
  • Experience of working with the public and a range of other stakeholders.
  • Previous customer service experience.
  • Experience of designing, delivering and analysing surveys and data and presenting information in an accessible way.
  • Effective use of monitoring systems for recording data.
  • Working across staff teams/workforce on collaborative projects.

Personal Qualities

  • Ability to work on own initiative.
  • Excellent organisational and communication skills.
  • Good attention to detail.
  • Ability to perform effectively under pressure whilst delivering high quality outcomes within agreed timescales.
  • Excellent communication and interpersonal skills with the ability to establish good relationships with patients and a diverse range of other stakeholders.
  • A strong sense of drive, determination and personal resilience.
  • Methodical approach to work.
  • Flexibility.
  • Enthusiastic.
  • Willingness to learn.
  • Creative, encourages new ideas with commitment to learning and development.
  • Values diversity and difference and operates with integrity and openness.
  • Ability to empathise with other peoples life experiences.
  • Friendly.
  • Works collaboratively and is able to maintain confidentiality and trust.
  • Ability to prioritise actions and work pro-actively.
  • Ability to prioritise and manage workload including attention to detail.
  • Diplomatic, and sensitive to the requirements and pressures of colleagues.
  • Ability to work with sensitivity and tact, including a commitment to confidentiality.
  • Excellent attention to detail.
  • Able to work as part of a team and able to work under pressure to meet deadlines.
  • Ability to travel.

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