Patient Experience and Engagement Support Officer

Job summary

We are looking for an organised self-starter who will be a key member of the dynamic and friendly Patient Experience and Engagement team.

You will be a keen multi-tasker, who is at home working across a diverse range of projects, communicating with both internal staff and the public. You will be able to bring your strong organisational and administrative skills to a busy department, helping manage day to day tasks and larger projects which focus on our journey of sustained quality improvement.

We are expecting to interview on 12th April and to notify candidates on 9th April.

Main duties of the job

Manage the administration of two key steering groups and core portfolio group meetings.

Manage the administration of the Patient and Public Forum (a group of volunteer patient representatives); being the first point of contact for queries and supporting with capturing impact.

To develop and maintain stakeholder and community contact databases.

To gather and maintain impact from external engagement.

Manage an annual calendar of Patient Experience surveys.

Support with invoicing and payments across the portfolio, including purchase orders.

Manage engagement requests and the diary for the Head of Patient, Carer and Public Engagement.

To support speaking with patients and carers and key community groups to find out about experiences of care as part of an annual project.

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

To be an active member of the team.

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

Support the Head of Patient, Carer and Public Engagement and the Patient Experience Lead Nurse to enable key work streams across the Patient Experience and Patient Engagement portfolios.

Responsible for the administration of the Patient, Carer and Public Engagement Steering Group and the Learning Disability Steering Group. This includes developing a clear system to collect reports from Divisions and external groups in advance of the meeting and sharing these with delegates; maintaining comprehensive action plans, taking accurate minutes and co-ordinating agendas.

The administration for the Patient and Public Forum (PPF) (agenda collation and creation, minutes at bi-monthly meetings and detailed action plan and supporting additional meetings of the group); supporting recruitment and retention (including DBS and IG paperwork). This includes project co-ordination and initiatives to support the development of individuals and the group. This will involve liaising across departments. The post holder will be the first point of contact for any individual concerns and will manage an up to date contact list, the M drive folder and the Teams Shared Channel. The post holder will also be responsible for collating activity on a monthly-quarterly basis to ensure accurate reporting internally and externally on activities and impact.

To efficiently enable communication with sharing of documents in a regular and timely manner, including supporting developments of core key documents such as Terms of Reference (circulating and collating responses for example), policy development and patient information.

Ensure smooth administrative functioning of purchase orders and payments within and across the Portfolio

Creating and maintaining an up to date database of key engagement contacts at a PLACE level to support effective external communication

Project support to co-ordinate the Big Quality Conversation; to include supporting, setting up and recording all engagement activity to inform external reporting in the Quality Account and Annual Reports and sending out external communication and managing survey and engagement requests

The role will include speaking with patients and carers in hospital and with key organisations and finding out about their experiences of care as part of an annual programme of work.

Supporting with setting up meetings and booking rooms and diary management for the Head of Patient, Carer and Public Engagement

Attending team meetings as an active team player.

To co-ordinate an annual calendar of CQC surveys (Picker) and to be responsible for the registration and manage a cycle of key dates and activities to support this.

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

Key Duties:

Act as 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.

To facilitate key steering groups and the CQC (Picker) programme

Contribute to a culture where the value of patient, carer and public feedback, comment and active involvement is embraced and valued as a vehicle for sustained, collaborative service improvement

Establish and maintain an administrative system that ensures that work is prioritised to meet agreed timescales

Compose routine correspondence and initiate responses to general enquiries

Word-process to a high standard for the production of a range of documents including minutes, action plans, short accounts/reports and correspondence

Develop and maintain databases

Support effective functioning of the portfolios with purchase and supplies ordering and hospitality arrangements

Develop and maintain an effective system for filing and retrieval of documentation which will, where appropriate, ensure complete confidentiality of sensitive information.

Ensure adequate arrangements are in place to cover duties during annual leave

General Duties

Work independently and manage own work area within the team

To be an active member of the Patient Experience and Engagement team, attending weekly huddles and team meetings, taking the lead where required

The post holder may be required to undertake such other duties and training and/or hours of work as may be reasonably required to be consistent with the general level of responsibility of the post

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