Senior Patient Experience Coordinator

The Patient Experience and Volunteers Team play a central role in ensuring that the Trust understands the experience of people who use its services and ensuring that this insight is used to drive service improvement.

The post holder will organise, support and promote a wide range of patient, carer and family involvement activities across the trust. The Patient Experience and Volunteers Team helps to ensure that the patient voice is central to the Trust's work and ensures that there are processes in place to collect, understand and use feedback about services. You will be an expert for queries and information on all matters relating to patient experience, involvement and coproduction across the care units of EPUT. The post holder will take the role of a coproduction coach, providing guidance on best practice on involving people with lived experience.

You will require commitment, passion and motivation in order to support operational teams in delivery of high quality care. You will also need vision and excellent organisational skills. To succeed in the role you will have excellent communication and interpersonal skills to enable you to work with varying groups including clinicians, patients and administrative colleagues as well as carers and key stakeholders across the health and social care community. You will need to be able to demonstrate that you can lead and facilitate large network meetings and be able to confidently balance the demands of a very busy workload.
- Train and give advice to staff to aid their understanding of patient involvement and coproduction so that patients have the genuine opportunity to influence real time service improvement.
- To support people where there are barriers of understanding or communication.
- To communicate and interact effectively with patients, staff and external agencies to creative quality improvements, driven by the community we serve
- To provide information and advice to patients and carers on policies within the patient experience and volunteers portfolio, including reward and recognition, volunteers and the complaints process
- Work with the communications department to actively seek out new ideas and opportunities to promote patient experience involvement across Essex, with particular attention to the three ICS’s EPUT saddles.
- The ability to communicate effectively with staff of all levels
- To support the department with occasional minute taking
- To request clinical advice where required. Effectively communicate with staff from other organisations.
- To maintain and build positive working relationships with people with lived experience who support projects within the Trust
- To produce reports for services and directors, as well as other relevant committees as and when required. This will include evidence of changes made (Lessons Learnt) as a result of Patient Experience support.
- To support the development of and implement the Trust’s involvement activities via kinetic.

We care

We Learn

We Empower

Essex Partnership University NHS Foundation Trust (EPUT) was formed on 1 April 2017 following the merger of North Essex Partnership University NHS Foundation Trust (NEP) and South Essex Partnership University NHS Foundation Trust (SEPT).

Since then, EPUT has grown from strength to strength, providing many community health, mental health and learning disability services to support more than 3.2 million people living across Luton and Bedfordshire, Essex and Suffolk.

We are a large employer in the East of England with more than 5,400 staff working across more than 200 sites. We also provide services in people’s home and community settings.
- To act as the contact point for patients, carers and their representatives who wish to become involved in shaping Trust services.
- To support and supervise Lived Experience Ambassadors (LEA’s) and subsequent projects
- To support operational services with the organising of Patient experience projects/activities, with the potential to facilitate focus groups with service users and carers as designated by the Head of Patient Experience and Volunteers.
- To contribute to the development and implementation of the register of people with lived experience.
- To proactively recruit new volunteers and LEA’s from all local communities.
- To act as a facilitator when required at Trust/service user meetings and/or to independently observe when requested.
- To take responsibility with the Head of Patient Experience and Volunteers, for aspects of patient/service user information
- To take responsibility for patient experience activities/projects as directed by Head of Patient Experience and Volunteers.
- To provide administrative support for meetings, including the EPUT forum and PEX steering group including the preparation and circulation of paperwork, taking formal minutes, booking rooms and refreshments.