Job summary
The Patient and Carer Experience Team is looking to recruit an exceptional candidate on a part-time, permanent basis, as a Patient and Carer Experience Officer.
Are you committed to improving the quality of clinical services to ensure high standards of clinical care are provided to patients, their families and carers? Would you enjoy engaging with people from a range of backgrounds to understand their experiences and share learning? If the answer is yes; this is an exciting and rewarding opportunity for you to develop your skills and knowledge.
The ideal candidate will be interested in developing (with support) robust systems and processes and have experience of accessing clinical records. They will be an excellent communicator, have exceptional customer service skills, be a team player and be flexible in order to support the diverse and dynamic work load of the Patient and Carer Experience Team. Furthermore, they will be required to work with a wide range of colleagues within the Trust, to liaise with external stakeholders, and have good organisational awareness.
Main duties of the job
To provide accessible and confidential support to patients, their families and carers by offering advice, support and rapid resolution to clinical and other service experience concerns and liaising with appropriate staff and managers across all Trust services to achieve effective outcomes.
- To gather and respond to compliments, comments and concerns, and with support take an active part in the complaint resolution process.
To support a proactive, positive, evidence based and Trustwide approach to gathering patient experience information, ensuring that patients, their families and carers receive timely responses and feedback. Encourage staff to act upon this information promoting a culture of learning from these experiences within the Trust.
To support the Patient and Carer Experience Team to collect, analyse and disseminate information obtained from complaints, concerns, patient surveys and other sources of feedback e.g. NHS Choices.
Work alongside colleagues within the Patient and Carer Experience Team to ensure that correct and appropriate responses are provided.
About us
We have in excess of 5000 staff working over 50 sites, providing a diverse range of services. We strive to support an organisational culture that is welcoming, builds and celebrates inclusivity and diversity and provides a sense of belonging and trust.
The annual NHS Staff Survey gives our people the opportunity to tell us about their experience working at the Trust. For the 2023 survey just over 2800 colleagues gave us their views (58.5%). It was great to see from the results that colleagues are saying that:
- 89.7% believe they are making a positive difference to patients/service users;
- 73.3% would recommend the organisation as a place to work;
- 82.4% agree that care of patients and service users is the organisations priority;
- 76.7% would be happy with the standard of care for a friend or relative
Our results put us as 5th nationally as a Community, Mental Health and Learning Disabilities NHS Employer of Choice and 1st equal amongst all NHS Provider Trusts in the South West. However, we know we have more to do and will continue to drive forward our commitment to making GHC a Great Place to Work.
Job description
Job responsibilities
To liaise directly with patients, their families and carers in order to support resolution of concerns at the earliest possible opportunity.
To liaise directly with frontline services in order to seek options for resolution of concerns and to share learning opportunities.
To ensure that the management of patient and carer experience information is analysed robustly, efficiently and within agreed timescales.
To continually horizon scan and report to the Head of Patient and Carer Experience any developments either locally or nationally which would have an influence on management of experience feedback.
Job description
Job responsibilities
To liaise directly with patients, their families and carers in order to support resolution of concerns at the earliest possible opportunity.
To liaise directly with frontline services in order to seek options for resolution of concerns and to share learning opportunities.
To ensure that the management of patient and carer experience information is analysed robustly, efficiently and within agreed timescales.
To continually horizon scan and report to the Head of Patient and Carer Experience any developments either locally or nationally which would have an influence on management of experience feedback.
Person Specification
Qualifications
Desirable
- Health/ Social Care equivalent/relevant qualification or experience
- Educated to degree level or equivalent
Experience
Desirable
- Experience of working in healthcare, social care or the voluntary sector
- A working knowledge and understanding of health and social care systems
- Interest in the Public Involvement in Health agenda
- Experience of working across a range of different agencies and organisations
- Experience of providing tailored written/verbal responses to a range of people
- Working knowledge of: The Data Protection Act, Freedom of Information Act, NHS Constitution, Disability Discrimination Act
- Experience of teaching and supporting colleagues, patient and the public.
Knowledge
Essential
- Ability to work in a confidential way
- Good negotiation and facilitation skills
- Good time management and organisational skills
- Able to use own initiative and work independently as well as an effective team member
- Computer literacy and accessing online information
- Excellent oral and written communication skills
Desirable
- Understanding of NHS complaints procedures
- Good presentation skills
- Working effectively with people who maybe distressed and angry
- Writing and producing information for the public, clinical and non-clinical staff and management.
Skills
Essential
- Willingness to learn
- Ability to manage competing priorities and constant interruptions
- Ability to impart information of a complex or sensitive nature clearly and confidently
- Ability to gain confidence of service users and staff and promote the service
Other
Essential
- Flexible working when required
- Able to attend and participate in all mandatory and statutory training events
Person Specification
Qualifications
Desirable
- Health/ Social Care equivalent/relevant qualification or experience
- Educated to degree level or equivalent
Experience
Desirable
- Experience of working in healthcare, social care or the voluntary sector
- A working knowledge and understanding of health and social care systems
- Interest in the Public Involvement in Health agenda
- Experience of working across a range of different agencies and organisations
- Experience of providing tailored written/verbal responses to a range of people
- Working knowledge of: The Data Protection Act, Freedom of Information Act, NHS Constitution, Disability Discrimination Act
- Experience of teaching and supporting colleagues, patient and the public.
Knowledge
Essential
- Ability to work in a confidential way
- Good negotiation and facilitation skills
- Good time management and organisational skills
- Able to use own initiative and work independently as well as an effective team member
- Computer literacy and accessing online information
- Excellent oral and written communication skills
Desirable
- Understanding of NHS complaints procedures
- Good presentation skills
- Working effectively with people who maybe distressed and angry
- Writing and producing information for the public, clinical and non-clinical staff and management.
Skills
Essential
- Willingness to learn
- Ability to manage competing priorities and constant interruptions
- Ability to impart information of a complex or sensitive nature clearly and confidently
- Ability to gain confidence of service users and staff and promote the service
Other
Essential
- Flexible working when required
- Able to attend and participate in all mandatory and statutory training events
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).
