Patient Experience and Engagement Support Officer

3 months ago

Worcester, United Kingdom Worcestershire Acute Hospitals NHS Trust Full time

Job summary

If you are interested in and passionate about patient experience, you might like to join us. We are a small, friendly and dynamic team who put the needs of our patients and carers first. We are looking for someone to come and join us who is organised and enthusiastic with a sense of drive to get things completed.

If you like the idea of working with staff and the public, we would love to hear from you.

This post will support us to continue to develop services and would suit someone who has excellent organisational and communication skills. If you can prioritize, manage your own workload to tight deadlines and can demonstrate initiative and flexibility in your approach, please apply today.

Main duties of the job

This role will support across Patient Experience and Patient, Carer and Public Engagement. This includes organising and supporting key meetings and being a contact for thePatient and Public Forum (a group of volunteer patient representatives). This role will provide administration and project support to us continue to learn from patient and carer feedback.

The Patient Experience and Engagement team meets with people from a variety of diverse backgrounds in our hospitals and in the community and we are looking for someone to come and join us to support our annual programmes of work and bring their own ideas to help us to develop what we do.

About us

Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.

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

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

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.

Our objectives are simple:

Best services for local people Best experience of care and best outcomes for our patients Best use of resources Best people

Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

Job description

Job responsibilities

This role will support the Head of Patient, Carer and Public Engagement and the Patient Experience Lead Nurse.

Responsible for the administration of the Patient, Carer and Public Engagement Steering Group and the Learning Disability Steering Group. This includes collecting reports, creating agendas, tracking action plans and taking minutes.

Managing communication and administration for the Patient and Public Forum (PPF); this includes creating agendas, managing a "Shared Space", taking minutes, tracking actions, managing an up to date contact list and helping with projects.

This role will help collect evidence from projects and people to help create reports.

To help with developments of core key documents such as Terms of Reference, policy development and patient information.

To manage purchase orders and payments.

Creating and maintaining databases.

Project support includes the co-ordination of the annual Big Quality Conversation survey; including setting up and recording engagement activity and managing communication with the public.

Supporting with setting up meetings and booking rooms and diary management.

Joining team meetings as an active team player.

To co-ordinate an annual calendar of surveys and activities to support this.

To support with the delivery of the new Patient Voice strategy.

Key Duties:

To be a key member of the Patient Experience and Engagement team and as a key point of contact

To be a point of ongoing, supportive contact for patient representatives (Patient and Public Forum members) in one to one, small group and larger meeting settings.

Contribute to a culture where the value of patient, carer and public feedback and involvement is valued.

Maintain effective filing including confidentiality of sensitive information.

General Duties

Work independently and manage own work area within the team

This post will be based at Worcestershire Royal Hospital. Travel to the other Trust sites and externally will/may be required.

To undertake other duties commensurate with the post and grade

Person Specification

Knowledge and Skills

Essential

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 . Knowledge of Worcestershire Acute Hospitals NHS Trust.

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 Oracle, Datix, Xerox and ESR Systems.

Qualifications

Essential

GCSE and A Level English and Maths or equivalent

Desirable

IT related qualification. Listening and communications skills training. Project management.

Experience

Essential

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 . Evidence of continuous professional development.

Desirable

Recording of minutes and agenda preparation. Previous NHS experience. Knowledge of hospital systems or data. Processing purchase orders and payments. Experience of working with volunteers.

Personal Qualities

Essential

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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