Job summary
This is a great opportunity to help improve services for patients, carers and families.
The poster holder will support the team as we obtain feedback and work to become better at listening, understanding and responding to what patients, carers, visitors and staff tell us.
You will be a key member of the team interacting with staff across the Trust to support the process of gaining feedback from patients. This feedback will be used to share good practice and drive service improvements.
This is a great opportunity to support the Trust in its drive to continually gather, act on what patients, carers and the local community are saying and make improvements that will positively impact the experience of patients.
You will be part of a team that is visible, accommodating, supportive and proactive. We have good working relationships with staff and the patient group.
You will also have a tailored induction and support from a team that is passionate about improving the experience for patients.
Main duties of the job
To undertake the timely collection of Friends and Family test and other surveys, accurate and timely input of patient feedback into the data base, maintain a record of forms collected and sent for analysis and ensure there is a sufficient stock of forms to replenish wards and departments.
In addition, the post holder will carry out general duties to support the effective delivery of activities across the Trust in relation to data collection areas of work
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
Delivery and collection of Friends and Family Test (FFT) and other feedback from wards and other departments across the Trust.
Liaison with Trust staff to encourage engagement with the Friends and Family Test (FFT) with the aim of maximising response rates.
Highlight patient survey comments that require immediate attention to the Patient Experience Manager.
Data input and additional processing of FFT and other feedback to generate patient feedback results using the Trust survey system.
Update and distribute posters to display FFT results in clinical areas for patients and staff.
Accurate transfer of data into existing reporting templates.
Proficient in the use of Word, Excel and PowerPoint software packages.
Job description
Job responsibilities
Delivery and collection of Friends and Family Test (FFT) and other feedback from wards and other departments across the Trust.
Liaison with Trust staff to encourage engagement with the Friends and Family Test (FFT) with the aim of maximising response rates.
Highlight patient survey comments that require immediate attention to the Patient Experience Manager.
Data input and additional processing of FFT and other feedback to generate patient feedback results using the Trust survey system.
Update and distribute posters to display FFT results in clinical areas for patients and staff.
Accurate transfer of data into existing reporting templates.
Proficient in the use of Word, Excel and PowerPoint software packages.
Person Specification
Qualifications and Training
Essential
- Educated to GCSE Level NVQ Level 2 or equivalent, or previous experience of working within NHS Service
- Proven accuracy and numeracy skills
- Proven typing/key board skills
Desirable
- Knowledge of medical terminology
Experience
Essential
- Ability to work with a full range of staff
- Effective organisation and coordinating skills
- Excellent written and communication skills
- Attention to detail
- Capacity to identify problems and escalate to appropriate member of the Patient Experience team
- Relevant IT skills with experience using computers and software packages such as Microsoft Word, Excel, emails and data input
- Ability to manage deadline and manage time under pressure
- Ability to prioritise workload
- Ability to work independently and as part of a team
Knowledge
Essential
- Understanding of confidentiality in an NHS environment
- Knowledge of the principles of patient experience
Personal Qualities
Essential
- Ability to take personal responsibility
- Puts patients first
- Customer focused
- Ability to demonstrate a passion for excellence
- Takes pride in own and team's work
- Able to meet deadlines under pressure
Person Specification
Qualifications and Training
Essential
- Educated to GCSE Level NVQ Level 2 or equivalent, or previous experience of working within NHS Service
- Proven accuracy and numeracy skills
- Proven typing/key board skills
Desirable
- Knowledge of medical terminology
Experience
Essential
- Ability to work with a full range of staff
- Effective organisation and coordinating skills
- Excellent written and communication skills
- Attention to detail
- Capacity to identify problems and escalate to appropriate member of the Patient Experience team
- Relevant IT skills with experience using computers and software packages such as Microsoft Word, Excel, emails and data input
- Ability to manage deadline and manage time under pressure
- Ability to prioritise workload
- Ability to work independently and as part of a team
Knowledge
Essential
- Understanding of confidentiality in an NHS environment
- Knowledge of the principles of patient experience
Personal Qualities
Essential
- Ability to take personal responsibility
- Puts patients first
- Customer focused
- Ability to demonstrate a passion for excellence
- Takes pride in own and team's work
- Able to meet deadlines 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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
