Job summary
Interview Date: 21st February 2023
We are looking for a full time Patient Experience Facilitator to join our Trust.
Working within the Patient Advise and Liaison Service and Complaints Team supporting Patient Experience, with specific responsibilities relating to:
- Patient Information
- Equality, Diversity, and Inclusion
- Friends and Family Test
Ensuring the information and services the Trust provides are accessible to all, and that Interpreting, and Translation Services are provided to all patients who require them.
Main duties of the job
- To lead on the Interpreting and Translation work within the department (including Language, British Sign Language (BSL), Easy Read).
- Ensuring all interpreting and translation requests are booked and fulfilled in a timely manner, including all urgent requests.
- To work closely with external contractors (Translation, Interpreting and BSL contracts) to ensure smooth running of the provision of these services.
- To work closely with all hospital departments to ensure that information provided is available and accessible for all, including Patient Information Leaflets and Patient Information Videos.
- To attend and support from a Patient Experience perspective at any Equality, Diversity, and Inclusion (EDI) and Accessible Information Standards (AIS) meetings.
- In collaboration with the Head of PALS lead on all EDI and AIS project work for the department and ensuring a co-production approach is used to involve patients in this work.
About us
Our STAR values are at the heart of everything we do. You can expect to see them in the way we act andthe way we treat each other. Our values make us who we are. We will expect your values and behavioursto reflect the STAR Values of the organisation:
Service We will put our patients firstTeamwork We will work togetherAmbition We will aspire to provide the best serviceRespect We will act with integrity
Job description
Job responsibilities
7. To support the Patient Experience Administrator with the running of the Patient Information LeafletQuality group, attending and providing feedback on leaflets.8. To ensure that any Freedom of Information requests relating to interpreting and translation servicesor patient information are responded to in a timely and robust manner.9. To support the Head of Patient Experience and Engagement with attendance at local communitygroups and events, ensuring that feedback is gathered from minority and seldom heard groups.10. To support the Head of Patient Experience and Engagement with attendance at the GWH CaringTogether Committee, including taking minutes.
See attached JD for full duties.
Job description
Job responsibilities
7. To support the Patient Experience Administrator with the running of the Patient Information LeafletQuality group, attending and providing feedback on leaflets.8. To ensure that any Freedom of Information requests relating to interpreting and translation servicesor patient information are responded to in a timely and robust manner.9. To support the Head of Patient Experience and Engagement with attendance at local communitygroups and events, ensuring that feedback is gathered from minority and seldom heard groups.10. To support the Head of Patient Experience and Engagement with attendance at the GWH CaringTogether Committee, including taking minutes.
See attached JD for full duties.
Person Specification
Qualifications
Essential
- Educated to diploma level or equivalent knowledge, skills and experience
- Experience of patient/customer related experience
Desirable
Experience
Essential
- Experience of working across departmental and organisational boundaries to deliver specific targets and to improve services for patients
- Patient Experience or Customer Service background
- A good understanding of Accessible information and Equality, Diversity, and Inclusion
Desirable
- Experience of leading on projects
- Experience of working with people whom English is not their first Language and BSL users
- BSL Level 1
Skills
Essential
- Excellent standard of literacy and numeracy and attention to detail
- Evidence of excellent writing ability - clarity, sensitivity and use of plain English
- Ability to assimilate information quickly, to assess a situation and resolve it appropriately
- Ability to communicate confidently with public and staff at all levels in both writing and verbally
- Able to prioritise competing deadlines and demands
Person Specification
Qualifications
Essential
- Educated to diploma level or equivalent knowledge, skills and experience
- Experience of patient/customer related experience
Desirable
Experience
Essential
- Experience of working across departmental and organisational boundaries to deliver specific targets and to improve services for patients
- Patient Experience or Customer Service background
- A good understanding of Accessible information and Equality, Diversity, and Inclusion
Desirable
- Experience of leading on projects
- Experience of working with people whom English is not their first Language and BSL users
- BSL Level 1
Skills
Essential
- Excellent standard of literacy and numeracy and attention to detail
- Evidence of excellent writing ability - clarity, sensitivity and use of plain English
- Ability to assimilate information quickly, to assess a situation and resolve it appropriately
- Ability to communicate confidently with public and staff at all levels in both writing and verbally
- Able to prioritise competing deadlines and demands
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
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).
