Administrative Support for Patient Experience

Job description

Job responsibilities

Job summary:

To provide comprehensive administrative support to the Patient Experience and Engagement Team, ensuring the provision of an efficient and reliable service. This will include diary management, processing of invoices within the Patient Experience budget, taking minutes of meetings and preparing associated papers, supporting the logging and response to some feedback channels (such as online reviews) and maintaining information and promotional documents for patient experience.

The post holder will be responsible for the coordination of several important administrative processes across the Patient Experience Team including lost property enquiries and interpreting and translation bookings.

Job responsibilities:

Key Tasks & Responsibilities:

• Take minutes of meetings across the Patient Experience Team, including the Experience of Care and Engagement Committee, VOICE (patient user group meeting) and other ad-hoc meetings including those with patients and family members
• Schedule appraisals, one to ones and team meetings for the Patient Experience Team on behalf of senior team
• Regular processing of invoices and creation of purchase orders on a quarterly basis

1. Communication:

• To communicate effectively across the Patient Experience Team and ensure joined-up working
• To provide clear communication in relation to diary management and meeting schedules
• To communicate clearly in person and in writing, including via email
• To appropriately communicate in writing and respond to online reviews from patients regarding their experience
• To communicate clearly in relation to consultant appraisal patient experience data
• To provide support and assistance to the Patient Advice & Liaison Service (PALS) when required, requiring the post holder to communicate compassionately, clearly and with empathy in order to resolve concerns
• To communicate effectively regarding interpreting and translation bookings and needs in line with the policy
• To communicate with people who may be highly emotional, distressed or challenging in relation to their experiences

1. Analytical and judgemental:

• Produce statistical reports and information upon request of the Head of Patient Experience and Engagement
• Ability to extract data from systems and present in a clear and understandable way

1. Planning and organisational:

• Schedule appraisals, one to ones and team meetings for the Patient Experience Team on behalf of senior team
• Prepare relevant documentation for associated meetings within the Patient Experience Team
• Plan and organise Helpline Team clinical rota, rostering staff across 7-day service in advance and making alterations where needed
• Monitor and log annual leave and sickness across the Patient Experience Team
• Provide administrative support to PALS with regards to lost property enquiries
• Maintain timely responses to online reviews in line with workload
• Ensure consultant appraisal information is prepared and communicated in line with schedule
• Take minutes of meetings across the Patient Experience Team, including the Experience of Care and Engagement Committee, VOICE (patient user group meeting) and other ad-hoc meetings including those with patients and family members
• Prepare meeting documentation and distribute to attendees in a timely manner ahead of meetings
• Manage the logging of and sharing of compliments and thank you letters across the Trust
• Process purchase orders within the patient experience budget and process related invoices
• Organise and be aware of schedules across the team including the CQC patient survey programme, policy renewal dates and other related programmes affecting the team or associated systems
• Planning and organising language interpreters and translations in line with the Trust policy
• Any other administrative support required in relation to patient experience and engagement

1. Governance:

• Ensure adherence to Trust policies in relation to own area of work
• Have good knowledge of patient experience and engagement policies, including interpreting and translation, in order to communicate these effectively throughout the role
• Ensure policies relating to patient experience and engagement are reviewed by the senior team and published in line with renewal dates
• Coordinate responses to Freedom of Information (FOI) requests within the Patient Experience Team
• Adhere to General Data Protection Regulation (GDPR) throughout role

1. Finance and Resources:

• Use Trust purchasing system to raise invoices and purchase orders on behalf of the senior team
• Monitor the teams stationery supplies and make purchases when needed through NHS Supply Chain

1. Information Resources:

• Manage the compliments module on Datix
• Frequently use Microsoft Office, in particular Outlook, Word and Excel
• Use Datix to extract patient experience data for consultant appraisals and other relevant information requests deemed by Head of Patient Experience and Engagement
• Provide diary management and meeting scheduling using the most appropriate information system for that group
• Work on a variety of information systems relating to the patient experience workload and functions

1. Training/Human Resources:

• Support Head of Patient Experience and Engagement in scheduling meetings across the team in relation to people management e.g. one-to-ones, appraisals, team meetings and any other HR requirements
• Provide training on own area of work
• Undertake mandatory training and be responsible for keeping training up to date
• Have an appraisal of performance on an annual basis and be responsible for agreeing a development plan with line manager

Person Specification

Education & Qualification

Essential

• Level 3 qualification in Business Administration or equivalent administrative experience
• Good general education
• GCSE in English grade 4/C or above or equivalent experience

Desirable

• RSA II or equivalent typing qualification

Experience & Knowledge

Essential

• Excellent working knowledge of Microsoft Office
• Experience of general administrative and personal assistant support including diary management
• Experience of dealing with multiple priorities and a change in plan
• Excellent organisational skills
• Experience of minute-taking
• Experience of using bespoke computer systems
• Experience of dealing with challenging behaviour or those under distress

Desirable

• Previous experience of preparing and scheduling staff rotas
• Previous experience of basic accounting/processing invoices/purchase orders
• Previous experience in an NHS environment
• Previous experience of Datix

Skills & Abilities

Essential

• Adaptable
• Excellent communication skills in writing and verbally
• Excellent computer skills
• Ability to learn quickly and managing competing demands
• Prioritising
• Able to prepare and interpret basic statistics and data
• Able to extract data from systems and present in a clear and understandable way
• Able to defuse distressing situations

Desirable

• Good Microsoft Excel skills

Personal Qualities

Essential

• Kind and compassionate
• Patient
• Empathetic to sensitive situations
• Good attention to detail
• Confident managing own workload
• Team-player
• Confident working with staff of all levels
• Evidence of good attendance and timekeeping
• Conscientious
• Calm under pressure

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.

Employer details

Employer name

West Suffolk NHS Foundation Trust

Address

West Suffolk Hospital

Hardwick Lane

Bury St Edmunds

IP33 2QZ

Employer's website

https://www.wsh.nhs.uk (Opens in a new tab)