Patient and Public Involvement Worker

3 months ago

Bristol, United Kingdom University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) Full time

Job summary

We have an exciting new role based at Bristol Royal Hospital for Children and adjacent sites. We need an experienced, flexible and compassionate person with proven abilities to engage, involve and organise service users and third sector organisations. The new NHS Children and families Gender Service (South West) will bring additional outpatient services to our busy Listening, Information, Advice, Involving< Support, Experience (LIAISE) office, and will require expert coordination of participation activities, including input from experts by experience. If you have an interest in children and families and their involvement in improving care, then please consider this involvement worker post.

Main duties of the job

Encouraging and overseeing active involvement and participation in development and operation of service users in relation to the operation and development of the CYP Gender Service via setting up patient forums (youth and parent/carer).

Coordination and management of complaints and compliments (formal and informal) within the Gender Service without direct supervision, ensuring that they are investigated appropriately in accordance with standard processes and Trust policy.

Supporting and working closely with the Divisional management team and the corporate Patient Advice and Liaison Service (PALS) and Complaints Team in delivering a high-quality, streamlined complaints service;

Supporting the LIAISE team, ensuring that delegated projects for wider services are effectively delivered and evaluated.

About us

University Hospitals Bristol and Weston NHS Foundation Trust (UHBW) is one of the largest acute Trusts in the country, bringing together a combined workforce of over 13,000 staff and over 100 different clinical services across 10 different sites, serving a core population of more than 500,000 people across South West England. UHBW has been rated by the CQC as 'Good' overall and our staff are proud to deliver excellent care to the people of Bristol, Weston and beyond. As a forward- thinking multi-award winning Trust and a digital exemplar committed to improving patient care, our world-leading research and innovations are having a positive local and global impact. Our hospitals are spread across Bristol and Weston, join us and you can enjoy the very best of both worlds; city living within a stone's throw of the countryside or beside the seaside, both with easy access to all that the South West has to offer. UHBW is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an equal opportunities employer actively working towards a diverse workforce we aim to recruit and retain a workforce which represents the rich diversity of the local population at all levels and are committed to designing our services around the needs of individual patients and those around them. Anonymous information will be used from your application in order to ensure we're meeting our pledge.

Job description

Job responsibilities

For a more detailed job description and main responsibilities, please refer to the job description document attached to this vacancy.

Person Specification

Qualifications and Training

Essential

Educated to degree level Evidence of continuous professional development and ongoing learning in relevant fields complaints resolution, customer service, patient and public involvement

Desirable

Training in mediation and facilitation skills

Knowledge and Experience

Essential

Proven ability in project work involving participation/engagement Significant proven experience in setting up engagement and/or participation systems and/or activities for young people, including under-represented communities Complaints management experience Experience of working within the public sector in a customer focused role Experience of working in a supportive role with patients, members of the public and staff at all levels Experience of working with children and young people across a range of ages and backgrounds Experience of cross organisational and multi-agency working Experience of producing clear accurate and concise reports and papers for a range of audiences

Desirable

A knowledge of healthcare in NHS Trusts and an ability to understand how trust policies and procedures impact on different groups of staff and patients Experience of delivering training

Skills and Abilities

Essential

Excellent communication skills, interpersonal skills and presentation skills, both written and oral, and the ability to liaise with staff at all levels Skilled handling in conveying sensitive messages with empathy, including in a challenging environment Able to maintain high standards of diplomacy and confidentiality Excellent organisational skills Standard keyboard skills - working knowledge of Microsoft Applications Time management skills and the ability to manage the conflicting demands of different clients Ability to work independently and flexibly using own initiative Demonstrate ability to work as part of a team Able to act as a positive role model for team members Proven ability to communicate effectively and sensitively with a wide range of ages and backgrounds and to build relationships quickly

Desirable

Good understanding of legislation and regulatory frameworks, national and local policies and guidance relating to children's rights, complaints and PALS

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