Patient and Public Involvement Coordinator

4 weeks ago

Bristol, Bristol, United Kingdom University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) Full time

About the Role

We are seeking an experienced and compassionate individual to join our team as a Patient and Public Involvement Worker. The successful candidate will have a proven track record of engaging and involving service users and third sector organisations in the development and operation of our services.

Main Responsibilities

The successful candidate will be responsible for:

  • Encouraging and overseeing active involvement and participation in the development and operation of our services;
  • Coordinating and managing complaints and compliments within our service, ensuring that they are investigated appropriately in accordance with standard processes and Trust policy;
  • Supporting and working closely with our Divisional management team and the corporate Patient Advice and Liaison Service (PALS) and Complaints Team in delivering a high-quality, streamlined complaints service;
  • Supporting the LIAISE team, ensuring that delegated projects for wider services are effectively delivered and evaluated.

About Us

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. We have been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond.

Requirements

The successful candidate will have:

  • A degree level qualification;
  • Evidence of continuous professional development and ongoing learning in relevant fields, including complaints resolution, customer service, and patient and public involvement;
  • Proven ability in project work involving participation/engagement;
  • Significant proven experience in setting up engagement and/or participation systems and/or activities for young people, including under-represented communities;
  • Complaints management experience;
  • Experience of working within the public sector in a customer-focused role;
  • Experience of working in a supportive role with patients, members of the public, and staff at all levels;
  • Experience of working with children and young people across a range of ages and backgrounds;
  • Experience of cross-organisational and multi-agency working;
  • Experience of producing clear, accurate, and concise reports and papers for a range of audiences.

Skills and Abilities

The successful candidate will have:

  • Excellent communication skills, interpersonal skills, and presentation skills, both written and oral, and the ability to liaise with staff at all levels;
  • Skilled handling in conveying sensitive messages with empathy, including in a challenging environment;
  • Able to maintain high standards of diplomacy and confidentiality;
  • Excellent organisational skills;
  • Standard keyboard skills - working knowledge of Microsoft Applications;
  • Time management skills and the ability to manage the conflicting demands of different clients;
  • Ability to work independently and flexibly using own initiative;
  • Demonstrate ability to work as part of a team;
  • Able to act as a positive role model for team members;
  • Proven ability to communicate effectively and sensitively with a wide range of ages and backgrounds and to build relationships quickly.

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