Patient Experience Coordinator

2 weeks ago

Lewes, United Kingdom Nhs Sussex Icb Full time

Job summary NHSSussex ICB ambition is to create an inclusive working environment whichreflects our commitment to celebrate and promote diversity for all groups.
Weare particularly under-represented in staff from Black, Asian, and MinorityEthnic (BAME) and disabled communities and actively encourage and welcomeapplications from these communities.
Furthermore, we welcome applicationsfrom reservists and ex-armed forces as we recognise the benefits of the values,skills, training and experience that they bring to their work with us.
Weencourage all applicants to share their equality information with usconfidentially during the application process so that we can statisticallymonitor how fair and equitable our recruitment process is and how well we arereaching applicants from diverse communities and identify where we need toimprove.
This information is removed before shortlisting.
Main duties of the job The post holder will support Patient Experience and Workingwith People and Communities to ensure work streams are carried out effectivelyacross Sussex.The post holder will support NHS Sussex to fulfil statutoryresponsibilities for managing the ICB complaints/feedback and correspondenceincluding the day-to-day undertaking of all work relating to this, to includetriaging of complaints, and making decisions as to how to manage thecorrespondence in the best way for the enquirer.Interviews will take place on 18th December.
Ifyou would like to discuss the role further, please contact Emily Dwyer, DeputyHead of Patient Experience via About us NHS Sussex ICB arecommitted to enabling team members to work in an agile and flexible way.
Weadopt a flexible first approach to working patterns.
We empower our people towork where, when, and how they choose with minimum constraints to support theirwellbeing to sustain good work life balance and to optimise performance anddelivery.We celebratediversity and promote equal opportunities; we are committed to challenging andeliminating racism and other forms of discrimination and advancing andpromoting equality of opportunity in the provision of services and creating aninclusive environment for all employees.
We believe that everyone has the rightto be treated with dignity and respect.Flexible workingrequests will be considered for all roles.Agile working isnot just related to working from different locations or at different times.
Itis about effectively utilising technology to improve work practices and to workdifferently to increase our overall effectiveness to improve health outcomesfor our population.Should you requirea reasonable adjustment to our recruitment process please contact theRecruitment Team at to ensure that measures can beput in place to support you.NHS Sussex hascommitted to achieving Net Zero Carbon emissions by 2045.
As a member of staffyou will be encouraged and supported to implement new ways of working that willhelp us achieve that goal.Working for us -Sussex Health and Care ( Job description Job responsibilities The post holder will support Patient Experience and Working with People and Communities to ensure work streams are carried out effectively across Sussex.
The post holder will support NHS Sussex to fulfil statutory responsibilities for managing the ICB complaints/feedback and correspondence including the day-to-day undertaking of all work relating to this, to include triaging of complaints, and making decisions as to how to manage the correspondence in the best way for the enquirer.
The post holder will also: Support the provision of an efficient, effective and well-co-ordinated Patient Experience service capable of meeting all statutory, regulatory and NHS requirements ensuring alignment with the activity of the organisation.
Champion co-production and work collaboratively with other teams to ensure patients/the public are at the forefront of all that we do and their voice is heard.
Contribute towards regular reports on patient experience data including the Friends and Family Test (FFT) and other local and national patient experience surveys.
Coordinate the triangulation of information from across the ICS to inform regular reporting within the ICB.
Support the development and use of insight across the system and development of governance/reporting processes in line with the ICB shift towards a community focused, population health approach with the future role of NHS Sussex focussing on three core areas: strategy; system oversight; and system assurance.
The job description is an outline of the tasks, responsibilities and outcomes required of the role, and the job specification is an outline of the skills, experience and qualities needed.
The job holder will carry out any other duties as may reasonably be required by their line manager.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
Person Specification Other Essential An ability to maintain confidentiality and trust.
Adaptability, flexibility, and ability to cope with uncertainty and change.
Commitment to continuing professional development.
Professional calm and efficient manner Effective organiser Demonstrate a strong desire to improve performance and make a difference by focusing on goals.
Commitment to equality, diversity and inclusion and an understanding of equal opportunities Qualifications Essential Educated to degree level in relevant subject plus further training to post graduate diploma or equivalent level of experience working at a similar level in specialist area.
Further training or significant experience in project management, financial management or supporting change management processes.
Skills and Knowledge Essential Skills and Knowledge Clear communicator with excellent writing, report writing and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately for diverse audiences.
Evidence of success in efficient and effective project and programme management Skills for communication on complex matters and difficult situations, requiring persuasion and influence.
Skills for nurturing key relationships and maintaining networks.
Ability to analyse and interpret information, pre-empt, and evaluate issues, and recommend and appropriate course of action to address the issues.
Problem solving skills and ability to respond to sudden unexpected demands.
Strategic thinking ability to anticipate.
Attention to detail combined with the ability to extract key messages from complex analysis.
Independent thinker with demonstrated good judgement, problem-solving and analytical skills.
Takes decisions on difficult and contentious issues where they may be several courses of action.
Skills for project management Previous experience in project management and planning.
Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support.
Skills for managing projects ensuring they meet financial targets.

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