Patient Experience Information Analyst

Job description

Job responsibilities

Job Summary

The Patient Experience Data Analyst is responsible for helping to drive institutional performance by identifying trends which can better support critical Patient Experience initiatives. This requires the ability to create, implement and maintain data and produce reports. The post-holder will develop and maintain standard formats to promote the consistent display, interpretation and presentation of nationally collected data (for example Friends and Family and CQC national surveys) as well as locally collected data (for example that collected as part of the Patient Experience Delivery Plan). This role directly supports Trust efforts to improve the experience of care by listening to the patient voice.

Principle purpose:

1. The role is responsible for process and analysis of the Trusts Friends and Family (FFT) across the Trust, ensuring that all due processes are followed, including advice and support for staff. The post-holder will support the Patient and Public Engagement Manager to produce reports for internal and external committees.
2. The post-holder will assist with the process and analysis of other Patient Experience data, including, but not exclusive to: CQC National Surveys, Patient-Lead Assessment of the Care Environment (PLACE) and local surveys.
3. The post-holder will be expected to cross cover, share knowledge, and develop the role in improving data quality, analysis and reporting across the Trust.
4. The post-holder will actively manage the organisation and administration across the all Patient Experience activities. This includes, responding to and disseminating patient feedback as well as recording, compiling and reporting learnings from this to Trust Board.
5. The post-holder will play a key role in the dissemination and learning across the Trust to inform policy and practice and support the development of the culture of a learning organisation that is fully committed to providing excellence in both health and patient experience and to providing continuous improvement.
6. Project work as required.

Key Working Relationships

• Patient Experience Team
• Divisional Nurses, Matrons and Ward Sisters
• Trust Equality, Diversity and Inclusion leads
• Media and Communications team
• Patient experience data providers, e.g. Healthcare Communication
• IM&T
• OUH Information analysts
• NHS digital

Key areas of responsibilities:

1. Data management:
   • Utilise Microsoft Excel spreadsheets to sort and clean feedback data. Investigate data anomalies identified during analyses, instigating corrective action as required.
   • Utilise pivot tables within Excel to analyse data in readiness for monthly reporting.
   • Create charts and graphs as necessary to present statistics, data and information.
   • Code qualitative data consistently (e.g. patient comments) to enable further analysis of the data.
   • Identify where processes could be improved and make suggestions for changes, then implement these changes if approved.
   • Design, edit and produce Power Point presentations.
   • Ensure all information is stored and used within the requirements of the Data Protection Act, Caldicott principles, team procedures and Trust policies.
   • The post-holder will understand and adhere to requirements relating to patient confidentiality and anonymity.

• Operational and performance management:
  • Provide data reports on a regular and ad-hoc basis for Commissioners, the Trust, the Directorates/Divisions and individual services.
  • Produce monthly activity and trend reports and analysis for Trust Board and other relevant committees.
  • Provide Division and Ward level reports in accessible formats, as required.
  • In agreement with services, act as an expert user supporting administrative and clinical staff as required with day to day use of the patient experience data, in conjunction with IT user support teams and supplier user support teams as appropriate.
  • Assist the Patient Experience Team to monitor patient experience targets for the Trust. Highlight areas of variance and opportunities to improve performance and pro-actively seek and utilise benchmarking data.
  • Assist managers, clinicians and other staff in the interpretation and availability of information.

• Communication
  • First point of contact for enquiries and information for the Patient Experience Team, and will:
    1. Exercise judgement when dealing with ad-hoc enquiries from patients/carers/staff/external organisations: interpreting information and analysing situations to provide non-clinical advice or resolve problems, or escalate as required.
    2. Exchange information with patients/carers, taking account of any potential communication differences, including situations where there are barriers to understanding. Information received may be sensitive and complex.
    3. Communicate with staff to assist with project implementation, ensuring that messages are consistent and in accordance with guidance.
    4. Be responsible for the distribution of information to staff as appropriate.
  • Attend and represent the Patient Experience Team at meetings within the Trust.
  • The post-holder will use written communication skills to effectively and appropriately communicate results to Patient Experience Team and across the Trust.
  • Develop a customer service focus within the service area promoting engagement and facilitating the promotion and easy use of Patient Experience services.

• Administrative support:
  • Administrative and secretarial support for: correspondence, agendas, taking minutes, and collating, typing, proof-reading and formatting reports.
  • To liaise with other departments (including staff of all levels), other organisations, stakeholders, patients and patient representatives, acting as the first point of contact for the team.
  • The post-holder will maintain and update documents on the intranet.
  • The post holder will help to respond to, and appropriately share, positive feedback given from patients and relatives NHS Choices and the Feedback@OUH email. The post holder will deal with negative feedback received via these channels in an appropriate and sensitive manner.

• Service and Personal Development
  • Pro-actively develop and implement data management processes across the services and actively promote cross site links.
  • Adhere to policies (Trust and Departmental) in own role.
  • Participate actively in appropriate training to ensure continuous professional development.
  • Identify training needs and facilitate learning of self and others.

• Information Governance
  • Advise on system improvement by means of configuration or process improvements, informing the most efficient and effective use of data management systems within the division.
  • Manage and adapt new information systems, using external support as necessary.
  • Develop and maintain server space on the shared drive and maintain appropriate computer data for the services. Manage the shared drive folders ensuring a sensible and easy use system of electronic filing.
  • Ensure internet / intranet site are as engaging as possible, while containing only up-to-date information that complies with Information Governance guidelines.
  • All staff must complete annual information governance training.

• Physical, mental and emotional effort
  • The post holder will be required to:
• Frequently use Visual Display Unit and laptops
• Travel to all four hospital sites
  • The post-holder will also be exposed to frequent long periods of intense concentration due to competing priorities.

• Risk Management
  • The management of risk is the responsibility of everyone and will be achieved within a progressive, honest and open environment.
  • Staff will be provided with the necessary education, training and support to enable them to meet this responsibility.
  • Staff should be familiar with the
• Major Incident Policy
• Fire Policy
• Incident Reporting Policy

• Infection Control
  • Infection Control is everyone's responsibility. All staff, both clinical and non-clinical, are required to adhere to the Trusts' Infection Prevention and Control Policies and make every effort to maintain high standards of infection control at all times thereby reducing the burden of Healthcare Associated Infections including MRSA.
  • Staff members have a duty to attend mandatory infection control training provided for them by the Trust.
  • Staff members who develop an infection (other than common colds and illness) that may be transmittable to patients have a duty to contact Occupational Health.

• Safeguarding Children and Vulnerable Adults
  • The post-holder will endeavour at all times to uphold the rights of children and young people in accordance with the UN Convention Rights of the Child.
  • The Trust is committed to safeguarding children and vulnerable adults throughout the organisation. As a member of the trust there is a duty to assist in protecting patients and their families from any form of harm when they are vulnerable.

• Data Quality
  • Data quality is a vital element of every member of staffs job role. The Trust recognises the importance of information in the provision of patient care and in reporting on its performance. Data quality is there crucial in ensuring complete, timely and accurate information is available in support of patient care, clinical governance, performance management, service planning, and financial and resource planning and performance.
  • All staff should ensure that they have read and understood the Trusts Data Quality Policy.

This job description is not intended to be exhaustive. The post holder will therefore be expected to adopt a flexible attitude towards these duties, which may have to be varied subject to the needs of the service and in keeping with the general profile of the post.

Person Specification

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Essential

• 0 for rejected, 2 for interview

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Oxford University Hospitals NHS Foundation Trust

Address

John Radcliffe Hospital

Headley Way

Oxford

OX39DU

Employer's website

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