South Tyneside and Sunderland NHS Foundation Trust

Patient Experience Facilitator

This job is now closed

Job summary

Providing a positive patient experience is at the heart of everything we do at South Tyneside and Sunderland NHS Foundation Trust. We are looking for an excellent registered nurse to be part of a dynamic team delivering on the patient experience priorities in line with the National Patient Experience Framework. The role will include patient and staff engagement, data analysis, report writing, involvement in quality improvement projects, multi-agency working as well as acting as a ambassador for patient experience. This is an exciting opportunity to build on the work that is already underway to provide patient centred care. This role will offer variety and the opportunity to work with clinical teams across the organisation to ensure that the voice of patients, carers and family members are heard and included at the heart of Trust's activities.

We would like to hear from you, if you are:

Passionate about patient experience
Driven to deliver continuous quality improvement
Experienced in patient and public engagement

Enjoy working with and leading a team
Skilled at managing change and leading by influence
Excellent at producing Trust Board reports
Embrace equality, diversity and inclusion
Creative at co-producing patient stories for learning across the Trust
Are passionate about co-designing services with patients, their family and carers

Main duties of the job

Manage a portfolio of patient experience improvement projects identifying areas for improvement reporting to the Lead Nurse for Patient Experience in line with local and National priorities.

Develop successful working relationships with clinical teams throughout the organisation

Produce regular and accurate reports, both qualitative and quantitative, identifying any trends or themes ensuring these are escalated and managed appropriately.

Lead engagement with patients, families, carers to seek and share feedback to drive improvements and embed Patient & Family Centred Care in line with Trust strategies. Work collaboratively with outside agencies to ensure the best possible experience for patients carers and their family members.

Cross cover with other Patient Experience staff as required.

About us

Please help us by adding your telephone number to your application form this will allow us to contact you quickly if required.

One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award winning teams. We have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.

We welcome all applications irrespective of peoples race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups. Looking after our workforces health and wellbeing is a priority for STSFT. We also provide access to high quality education, training, career progression and support. Flexible working is supported via the Trust's Flexible Working Policy.

The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Childcare Co-ordinator to help staff with childcare arrangements.

Date posted

20 August 2024

Pay scheme

Agenda for change

Band

Band 6

Salary

£35,392 to £42,618 a year

Contract

Permanent

Working pattern

Flexible working

Reference number

C9155-CRNM-0724-52-1

Job locations

South Tyneside District Hospital

Harton Lane

South Shields

Tyne And Wear

NE34 0PL

Job description

Job responsibilities

To contribute to the delivery of the Key Priorities of Patient Experience within our Quality Strategy and associated programmes of work, linked to national and localrequirements across South Tyneside and Sunderland Foundation Trust (STSFT).

To be responsible for the development and maintenance of systems and processes to ensure robust feedback and monitoring of the patient and carer experience.

To be responsible for analysing patient experience surveys and utilising the results to drive improvements; monitoring and reporting progress against agreed action plans.

To engage staff, patients and carers and enable co-production and delivery of improved quality of care and patient experience.

To be a line manager for a discrete team within the Nursing & Quality Directorate.

PLEASE SEE JOB DESCRIPTION FOR FURTHER DETAILS

Previous applicants need not reply and will be contacted if successfully shortlisted

Job description

Job responsibilities

To be responsible for the development and maintenance of systems and processes to ensure robust feedback and monitoring of the patient and carer experience.

To be responsible for analysing patient experience surveys and utilising the results to drive improvements; monitoring and reporting progress against agreed action plans.

To engage staff, patients and carers and enable co-production and delivery of improved quality of care and patient experience.

To be a line manager for a discrete team within the Nursing & Quality Directorate.

PLEASE SEE JOB DESCRIPTION FOR FURTHER DETAILS

Previous applicants need not reply and will be contacted if successfully shortlisted

Person Specification

Qualifications

Essential

Registered Nurse, Midwife or AHP
Educated to degree level or working towards, or equivalent relevant experience.

Desirable

Management/Leadership qualification
IT/Database qualification
Customer Care qualification

Experience

Essential

Previous experience in patient experience/complaint
management
Experience and understanding of dealing directly with patients/carers and members of the public
Knowledge and understanding of Risk Management, Freedom of Information, Data Protection strategies, Customer Relations
Highly experienced in the application of time management techniques

Desirable

Project management skills
QI trained

Skills and Knowledge

Essential

Excellent standard of report writing Skills
Experience and understanding of dealing directly with patients/carers and members of the public
Ability to deal with and convey complex and sensitive information
Ability to produce reports focusing on improvement and how this will be applied
Data collation and critical analysis
IT literate with knowledge of MS Office
Well organised approach to work and high level of resilience and ability to remain calm in challenging situations
Ability to manage a complex personal workload and balance completing demand
Ability to work compassionately with families and carers and with people who wish to raise concerns and sign post them accordingly
Ability to arrange and facilitate meetings
Teaching/presentation skills
Knowledge and impact of the key national and local drivers in relation to patient experience

Desirable

Evidence of knowledge of quality improvement use of quality improvement methodology

Physical Skills

Essential

There is a requirement for the post holder to travel to/work at various sites across South Tyneside and Sunderland Foundation Trust
Moving and Handling
Ability to sit at workstations as necessary to perform the post

Person Specification

Qualifications

Essential

Registered Nurse, Midwife or AHP
Educated to degree level or working towards, or equivalent relevant experience.

Desirable

Management/Leadership qualification
IT/Database qualification
Customer Care qualification

Experience

Essential

Previous experience in patient experience/complaint
management
Experience and understanding of dealing directly with patients/carers and members of the public
Knowledge and understanding of Risk Management, Freedom of Information, Data Protection strategies, Customer Relations
Highly experienced in the application of time management techniques

Desirable

Project management skills
QI trained

Skills and Knowledge

Essential

Excellent standard of report writing Skills
Experience and understanding of dealing directly with patients/carers and members of the public
Ability to deal with and convey complex and sensitive information
Ability to produce reports focusing on improvement and how this will be applied
Data collation and critical analysis
IT literate with knowledge of MS Office
Well organised approach to work and high level of resilience and ability to remain calm in challenging situations
Ability to manage a complex personal workload and balance completing demand
Ability to work compassionately with families and carers and with people who wish to raise concerns and sign post them accordingly
Ability to arrange and facilitate meetings
Teaching/presentation skills
Knowledge and impact of the key national and local drivers in relation to patient experience

Desirable

Evidence of knowledge of quality improvement use of quality improvement methodology

Physical Skills

Essential

There is a requirement for the post holder to travel to/work at various sites across South Tyneside and Sunderland Foundation Trust
Moving and Handling
Ability to sit at workstations as necessary to perform the post

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.