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Patient Ambassador/Supervisor

4 months ago

StokeonTrent, United Kingdom Serco Full time

Patient Ambassador / Supervisor

Harplands Hospital, Hilton Road, Stoke on Trent, ST4 6RR

Permanent & Full time. .5 hours per week.

Based on a 4-week rota, 3 weeks working 5 days and 1 week working 4 days. Out of the 4-week rota, you will be required to work 2 weekends.

Salary - £, - £, depending on experience plus Serco benefits.

To ensure all cleaning, portering and patient catering services are delivered and executed to the expected quality standards and frequencies as per detailed work schedules and SLA’s.

This role covers all inpatient areas with a requirement to ensure appropriate staffing levels are always maintained and duties are carried out safely and in a courteous manner at all times. To act as the conduit between senior ward-based nursing staff and the services provided by Serco within set areas. 

Main Accountabilities:  

Supervise, co-ordinate, motivate, train and work with all agreed services to provide an efficient, quality service to patients. Ensure that all service areas are appropriately resourced to deliver the required standards and for core activities to be completed as per daily schedules. Ensure the ward hosts, cleaning assistants, porters report for duty in good time and are presented in a clean and tidy manner. Provide support and guidance to all staff in each designated service area to support effective delivery of all allocated services. Ensure that meal orders are captured and uploaded by the host in good time for service delivery. Monitor cleaning and catering services against set criteria and operating standards. Ensure Food Safety HACCP documentation and cleaning schedules are completed correctly. Provide on the job training and arrange a buddy for new starters or staff returning to work after long period of absence. Complete competency checks for all designated areas and across all services to evidence capability. Develop and maintain a customer focused team. Ensure that any customer complaints are promptly dealt with, and action taken to prevent re-occurrence. Ensure positive feedback is shared with the ward teams. Participate in capturing patient experience feedback through regular survey activities. Identify Serco colleagues for recognition when they demonstrate a level of service over and above their daily responsibilities and our joint expectations. Provide feedback and additional training to staff should they fail to deliver to the required standard. Ensure agreed ward stock levels are maintained for each designated service area and working in line with targets given. Ensure the Serco sickness and absence policy is complied with and completion of relevant documentation including return to work interviews with staff and reviews with any staff that breach the trigger point. Ensure that all Company issued equipment is used safely and in accordance with regulations and company policies. Follow the Accident/Incident reporting procedure ensuring all accidents, incidents and near misses are reported correctly. Comply with all Health and Safety legislation which is laid out in the company’s Health and safety manual, (COSHH procedures, risk assessments and manual handling, etc) Report all maintenance issues and hazards via the Helpdesk and advise your line manager. Maintain the Food Safety and HACCP checklists and take remedial action where necessary. Train and develop your team as required by the company and legislation to include Induction, Health and safety and skills, infection control and check that your team are aware of these requirements and are working in accordance with them. Record all staff training in their individual Training and Development folder via the LMS. Carry out quality checks and patient experience surveys to the prescribed frequency. Ensure failings are rectified in the agreed timescales. Complete performance reviews with all staff on an annual basis Deal with any operational issues that occur during a shift, handover any unresolved issues to your line manager. Develop good lines of communication at all levels within your team, other colleagues, and customers. Manage security process within your area, in line with company procedures. Compile and produce reports from available management systems. Perform any reasonable and practical instructions as requested by the management appropriate to the needs of the hospital.

What you’ll need to do the role:  

This is a physical role, and the post-holder will be required to be mobile for much of their working day with manual handling being necessary to lift / carry / operate cleaning machinery. Ability to achieve BICSc qualification or NVQ level 3 within the 1st months of appointment. Food safety certification to level 3 and COSHH within 6 months of employment. Ability to read, write and converse clearly in English. Good IT Skills. Basic Health & Safety knowledge. Previous experience working within a hospital or service environment within catering and/or cleaning environment/industry. Supervisory experience. Ability to proactively manage risks within the workplace. Customer service skills including clear verbal communication. Understand the importance of hygiene and safety.

What we offer  

Up to 6% contributory pension scheme.  days annual leave plus bank holidays.  A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, and more.  Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.  A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.  Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.  Interesting and enjoyable work.  Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.