Job summary
Reporting to the PALS Manager, this post forms part of the Patient Experience Team to support the delivery of the Trust's Patient Experience and Public Engagement Strategy and vision to ensure 'Excellent Care for all' through the delivery of safe, effective and high quality services, that ensure the people who use our services, their families, carers and visitors receive a positive experience and are provided the opportunity to co-design and improve services.
Main duties of the job
The post holder will be responsible for:
- providing practical and administrative support and facilitation across the Patient Experience and Engagement teams to support effective systems and processes
About us
Croydon is a large borough with the highest number of young people of any London borough. It is diverse with over 200 languages and dialects spoken locally, which reflect the cosmopolitan nature of the people we serve.
Croydon Health Services NHS Trust is an integrated community and acute Trust covering a large acute hospital, a smaller community hospital and multiple services across the community.
The Trust aspires to provide patient and families with a first class experience, listening and learning from what our stakeholder, patients and families tell us about our services. This role is pivotal to this aspiration and therefore and important part of the wider job we do.
Job description
Job responsibilities
- To participate in the team rota for coverage of the PALS telephone and window, acting as PALS receptionist (approximately 27.5 hours per week direct patient/public facing work by telephone and face to face).
- To participate in the team rota for logging of new PALS and Complaints cases on the Radar system as well as researching patient details on various trust systems such as Cerner EPR.
- To be responsible for maintenance of stationery and supplies and liaise with various Trust departments to ensure the Patient Experience and Engagement Teams have the resources required for service delivery, including administration of the procurement system for the team, ordering stock and raising purchase orders as required/requested.
- In support of the Senior Patient Experience and Engagement Manager undertake photocopying and preparation of documentation as required, acting as the secretariat for Patient Experience Group, including uploading documents to Teams and minuting meetings.
- Under guidance of the Patient Experience & Engagement Leads, to co-ordinate, organise, and minute (when necessary) other meetings as required by the Patient Experience and Engagement Teams for the purpose of engaging with the general public for patient experience investigations (Family Resolution Meetings) or obtaining service feedback from patients and staff focus groups.
- Support the Patient Experience & Engagement Leads in helping to track QI related to Patient Experience & Engagement and escalating when projects become stalled whilst liaising with the CQI team for expert advice on newly proposed projects.
- To assist in the co-ordination of Patient Experience & Engagement campaigns and learning events.
- Support in the dissemination of key Patient Experience & Engagement information within the Trust.
- To ensure that all enquiries are dealt with in a polite manner and that an appropriate response is initiated and followed-up appropriately.
- Liaise and maintain pleasant and collaborative working relationships.
- To be responsible for maintaining the confidentiality and security of data in accordance with Trust policy.
- To follow Trust and team policies/procedures, identify waste and defects where they exist, and propose changes to practices when necessary.
- To provide assistance to colleagues as required under the guidance of the Patient Experience & Engagement leads when requests do not fall within the aforementioned points.
Job description
Job responsibilities
- To participate in the team rota for coverage of the PALS telephone and window, acting as PALS receptionist (approximately 27.5 hours per week direct patient/public facing work by telephone and face to face).
- To participate in the team rota for logging of new PALS and Complaints cases on the Radar system as well as researching patient details on various trust systems such as Cerner EPR.
- To be responsible for maintenance of stationery and supplies and liaise with various Trust departments to ensure the Patient Experience and Engagement Teams have the resources required for service delivery, including administration of the procurement system for the team, ordering stock and raising purchase orders as required/requested.
- In support of the Senior Patient Experience and Engagement Manager undertake photocopying and preparation of documentation as required, acting as the secretariat for Patient Experience Group, including uploading documents to Teams and minuting meetings.
- Under guidance of the Patient Experience & Engagement Leads, to co-ordinate, organise, and minute (when necessary) other meetings as required by the Patient Experience and Engagement Teams for the purpose of engaging with the general public for patient experience investigations (Family Resolution Meetings) or obtaining service feedback from patients and staff focus groups.
- Support the Patient Experience & Engagement Leads in helping to track QI related to Patient Experience & Engagement and escalating when projects become stalled whilst liaising with the CQI team for expert advice on newly proposed projects.
- To assist in the co-ordination of Patient Experience & Engagement campaigns and learning events.
- Support in the dissemination of key Patient Experience & Engagement information within the Trust.
- To ensure that all enquiries are dealt with in a polite manner and that an appropriate response is initiated and followed-up appropriately.
- Liaise and maintain pleasant and collaborative working relationships.
- To be responsible for maintaining the confidentiality and security of data in accordance with Trust policy.
- To follow Trust and team policies/procedures, identify waste and defects where they exist, and propose changes to practices when necessary.
- To provide assistance to colleagues as required under the guidance of the Patient Experience & Engagement leads when requests do not fall within the aforementioned points.
Person Specification
EDUCATION, QUALIFICATIONS AND/OR TRAINING
Essential
- A Level/ NVQ Level 3 in Administration / Customer Care or acquired equivalent experience.
- Must be able to speak, read and write English, clear legible handwriting willingness to undertake further training.
Desirable
KNOWLEDGE AND UNDERSTANDING
Essential
- Knowledge of effective office systems and procedures
Desirable
EXPERIENCE
Essential
- Minute taking.
- Previous experience of handling emotionally charged situations and helping to resolve conflict.
Desirable
- Previous experience of dealing with the public in an NHS environment.
SKILLS/ABILITIES
Essential
- Ability to communicate verbally in a clear and effective way, both face to face and on the telephone; to make oneself easily understood; polite and friendly telephone matter.
- Judgement required to escalate serious issues of experience and safety immediately.
- Ability to work well under pressure.
Desirable
- Assertiveness to challenge waste and defects in team processes and procedures
Person Specification
EDUCATION, QUALIFICATIONS AND/OR TRAINING
Essential
- A Level/ NVQ Level 3 in Administration / Customer Care or acquired equivalent experience.
- Must be able to speak, read and write English, clear legible handwriting willingness to undertake further training.
Desirable
KNOWLEDGE AND UNDERSTANDING
Essential
- Knowledge of effective office systems and procedures
Desirable
EXPERIENCE
Essential
- Minute taking.
- Previous experience of handling emotionally charged situations and helping to resolve conflict.
Desirable
- Previous experience of dealing with the public in an NHS environment.
SKILLS/ABILITIES
Essential
- Ability to communicate verbally in a clear and effective way, both face to face and on the telephone; to make oneself easily understood; polite and friendly telephone matter.
- Judgement required to escalate serious issues of experience and safety immediately.
- Ability to work well under pressure.
Desirable
- Assertiveness to challenge waste and defects in team processes and procedures
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.
