Patient Feedback Co-Ordinator

Job summary

Anexciting opportunity has arisen for a personable, flexible, and self-motivatedindividual to join the patient feedback team within Theatres and Anaesthesia.

Doyou have excellent communication & administrative skills that will enableyou to succeed as a Patient Feedback Co-ordinator?

Doyou enjoy liaising with patients and clinicians in a busy environment? If so,we could have the job you are looking for.

Anaestheticsare looking for a positive, enthusiastic, self-motivated individual to providecomprehensive patient feedback & support clinical consultant revalidation.

Previousexperience dealing with members of clinical staff and patients are desirableand excellent verbal and IT skills are essential. The vacancy is part time, hours a week. The patient feedback service includes travel to all LTHT sites.

Thepost holder will need to prioritise workloads, be able to work under their owninitiative They will be competent in the range of Microsoft office systems andrequired to input data both qualitative and quantitative onto a database andperform routine to moderate analysis on such data. The post holder will beexpected to produce reports as required, in line with the data obtained, thisincludes personal information

Youwill be expected to provide patient feedback reports containing departmentaldata for the CSU Tri-Team & periodic meetings to large/small groups &informally on a 1:1 basis

Main duties of the job

Usea range of IT skills to support the clinical work of the consultant use ofdatabases and spreadsheets to identify patients to be contacted to enablerevalidation of Consultant Anaesthetists.

Useand update databases, producing reports and statistics for the team and widerdistribution, on a regular basis.

Dealingwith patients on 1:1 basis to gather feedback at CSU and Trust level, bycarrying out in-depth interviews with patients and/or relatives regarding theirexperience.

Escalationof feedback findings (inc. highly sensitive material) to appropriate personnel.

Analysingand interpreting data from patient interviews and survey data involving a rangeof facts which require analysis and comparison of a range of options. Keepingan accurate record to ensure feedback is processed appropriately and in linewith GMC and LTHT revalidation requirements.

Writingand formatting structured comprehensive feedback reports in line with trustguidance, or clinical staff. This forms part of the supporting information tothe GMC for consultant revalidation.

Managetheir own workload in line with patient and anaesthetist requirements.

Provideinformation to Business/line Manager relating to workload and work outstanding.

Providecover for other team members within the patient Feedback team when on annualleave or sick leave and vice versa

About us

Thepost holder will be able to work flexibly and be able to adapt to the changingdemands within the team. The post holder must be able to communicatesensitively and effectively with a wide range of people including medicalstaff, business teams and the wider multi-disciplinary team. The post holderwill be required to understand the key features of the role and alwaysunderstand the imperative need for confidentiality and discretion.

Leeds Teaching Hospitals is committed to our processof redeploying 'at risk' members of our existing workforce to new roles. Assuch, all our job adverts are subject to this policy and we reserve the rightto close, delay or remove adverts while this process is completed. If you doexperience a delay in the shortlisting stage of the recruitment cycle, pleasebear with us while this process is completed, and contact the named contact ifyou have any questions.

Job description

Job responsibilities

JOB PURPOSE/SUMMARY

To provide a comprehensive patient feedback service to support the delivery of high quality care to patients through supporting consultant revalidation. Consultant revalidation is a process by which individual consultants are revalidated by the General Medical Council (GMC) to maintain their registration.

This role has grown and plays a key role in improving the patient experience by supporting the CSU team with feedback on clinical effectiveness and service delivery. This will involve daily communication with patients and their families, in person and via other methods of communication.

You will also be responsible for inputting data both qualitative and quantitative onto a database, and perform routine to moderate analysis on such data. The post holder will be expected to produce reports as required, in line with the data obtained, this includes personal information.

To support the clinical teams in the delivery of excellent patient care by actively working with colleagues and other Departments to ensure that all patients registered within the service are proactively supported through their patient experience. The post holder will be expected to arrange, prioritise and plan their own work load.

3. ORGANISATIONAL CHART

Business Manager

Patient Feedback Co-Ordinator

4. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

1. Use a range of IT skills to support the clinical work of the consultant use of databases and spreadsheets to identify patients to be contacted to enable revalidation of Consultant Anaesthetists.

2. Using and updating databases, producing reports and statistics for the team and wider distribution, on a regular basis.

3. Dealing with patients on 1:1 basis to gather feedback at CSU and Trust level, by carrying out in-depth interviews with patients and/or relatives regarding their experience.

4. Escalation of feedback findings (inc. highly sensitive material) to appropriate personnel.

5. Analysing and interpreting data from patient interviews and survey data involving a range of facts which require analysis and comparison of a range of options. Keeping an accurate record to ensure feedback is processed appropriately and in line with GMC and LTHT revalidation requirements.

6. Writing and formatting structured comprehensive feedback reports in line with trust guidance, or clinical staff. This forms part of the supporting information to the GMC for consultant revalidation.

7. Compiling patient feedback reports containing departmental data for the CSU Tri-Team.

8. Liaising directly with senior management team and feeding back appropriate information, suggesting/implementing improvements where necessary. Both formally at CSU periodical meetings to large and small groups and informally on a 1:1 basis.

9. Resolving patient issues or queries when appropriate and escalating where necessary.

10. Manage their own workload in line with patient and Anaesthetist requirements.

11. This involves contributing to the smooth running of a clinical office, answering phone calls and dealing with enquiries from colleagues, directly resolving where possible or transferring to the appropriate personnel.

12. Provide information to Business/line Manager relating to workload and work outstanding.

13. Provide cover for other team members within the patient Feedback team when on annual leave or sick leave and vice versa.

Additional duties

14. Any other duties that from time to time may be deemed necessary by the Trust/CSU Senior team both clinical and Non-Clinical that are commensurate to the role.

5. THE LEEDS WAY VALUES

Our values are part of what make us different from other trusts, so we see this as a strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are:

Patient-centred

Collaborative

Fair

Accountable

Empowered

All our actions and endeavours will be guided and evaluated through these values.

Additionally, the following are core values which relate specifically to this post:

Expected to work well as part of a team and should be patient focused, professional and flexible in their approach to work.

Provide a confidential, efficient and accurate Patient feedback service.

Be an advocate for patients, build relationships, show empathy and compassion for patients and their carers.

Flexible approach to working practices in line with departmental/service needs

To appreciate and accept the need to maintain confidentiality and discretion when dealing with patients, colleagues, other departments.

6. WEST YORKSHIRE ASSOCIATION OF ACUTE TRUSTS (WYAAT)

Leeds Teaching Hospitals NHS Trust is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.

By bringing together the wide range of skills and expertise across West Yorkshire and Harrogate we are working differently, innovating and driving forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS Trust this is your opportunity to be a part of that change.

WYAAT is the acute sector arm of the West Yorkshire and Harrogate Health and Care Partnership, one of the largest integrated care systems in the country. The Partnerships ambition is for everyone to have the best possible health and wellbeing, and the work of WYAAT, and each individual trust, supports that ambition.

7. INFECTION CONTROL

The jobholder must comply at all times with the Leeds Teaching Hospitals NHS Trust Infection Control policies, in particular by practising Universal Infection Control Precautions. Hand hygiene must be performed before and after contact with patients and their environment.

8. HEALTH AND SAFETY / RISK MANAGEMENT

All staff are responsible for working with their colleagues to maintain and improve the quality of services provided to our patients and other service users. This includes complying at all times with the Leeds Teaching Hospitals NHS Trust Policies, including Health and Safety policies, in particular by following agreed security and safer working procedures, and reporting incidents using the Trust Incident Reporting system

9. EQUALITY AND DIVERSITY

The jobholder must comply with all policies and procedures designed to ensure equality of employment and that services are delivered in ways that meet the individual needs of patients and their families. No person whether they are staff, patient or visitor should receive less favourable treatment because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

10. TRAINING AND PERSONAL DEVELOPMENT CONTINUOUS PROFESSIONAL DEVELOPMENT

The jobholder must take responsibility in agreement with his/her line manager for his/her own personal development by ensuring that Continuous Professional Development remains a priority. The jobholder will undertake all mandatory training required for the role.

11. COMMUNICATION & WORKING RELATIONSHIPS

For the following groups both written and verbal communication is required. You will be able to communicate clearly and effectively with all levels of the clinical and management teams as well as patients and their relatives:

Consultant Anaesthetists

Management team

Patients and their relatives

Patient experience team

Clinical staff

Colleagues

12. SPECIAL WORKING CONDITIONS

i) PHYSICAL EFFORT:

The role requires high levels of accuracy and quality in producing patient feedback reports, as part of quality assurance meetings. as part of the provision for a Patient feedback service; reports and the sharing of reports within CSU and the Trust.

There will be long and frequent periods where the post holder will be in front of a VDU either typing or proof reading (at least 1 day per week) and there is a frequent requirement to exert light physical effort for several long periods when working or dealing with patients and or their relatives (this refers to the amount of walking the post holder may have to do if patients are at different ends of the hospital etc.).

The post holder may be required to lift small loads and handle stock and stationery paper in and out of their Department.

Will be required to work in multiple locations within the same hospital site and different sites within the trust.

ii) MENTAL EFFORT:

Frequent (weekly) prolonged periods of concentration are required for proof reading medical correspondence and using patient related information to formulate appropriate reports.

This may include interpreting data and information both qualitative and quantitative.

This may frequently be interrupted with phone calls or via face-to-face contact with other members of the team Consultants.

iii) EMOTIONAL EFFORT:

The post holder will be handling sensitive patient-related information on a daily basis and as such may be regularly (daily) subjected to difficult and emotional situations such as serious illness, bereavement or anxious family members. There is therefore a requirement for a high level of emotional resilience.

Person Specification

Experience

Essential

Understanding of the NHS and the organisation

Desirable

Understanding of the NHS and the organisation

Skills & behaviours

Essential

Interpersonal and communication skills. Ability to work as part of a team Understanding of customer care principles. Ability to deal with sensitive and emotive information and enquiries in an appropriate and supportive manner Use of tact, diplomacy, and sensitivity with wide range of people in various situations

Desirable

Knowledge and application of the Data Protection Act in relation to patient confidentiality and the appropriate care of patient information. Understanding of relevant Trust standards and NHS processes (the Leeds Way)

Qualifications

Essential

GCSE Grade A C in English and Maths

Desirable

Computer skills

Additional Requirements

Essential

Able to fulfil Occupational Health requirements for the post (with reasonable adjustments if necessary)

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