Job summary
To provide an accessible and responsive Patient Experience service to staff, patients, relatives and carers, by engaging with service users and stakeholders.
To support to the Patient Experience Team by maintaining databases and internal and external websites. Providing information for reports and analysing data from local and national surveys. Liaising with the wards, clinical staff, and other corporate teams. Planning engagement sessions, assisting with the running of Customer Services Week and Patient Experience Week. Supporting the delivery of the Engagement and Involvement and Public and Patient Involvement Strategies.
Main duties of the job
Be responsible for dealing with queries that come to the Patient Experience Team inbox quickly and efficiently.
Be responsible for liaising, supporting and working with appropriate staff at all levels to provide support to What Matter To Me (WMTM) and Friends and Family Test enquiries.
Ensure that the Patient Experience database log of all projects/activities is kept up-to-date and accurate.
Ensure that the Patient Experience databases, Ulysses, and CIVICA patient experience platform are kept up-to-date and accurate.
Manage the Patient Experience social media platforms, as directed.
Participate in the writing of MFT time articles and the Patient Services newsletter, including identifying new stories.
Assist colleagues in the development of bespoke surveys using SurveyMonkey to gain patient feedback.
Collect and collate feedback from patients regarding their experience of care at MFT.
Be the administration lead for the Patient Services Public and Involvement Group - 'Bee Involved', including developing publicity materials such as posters, leaflets and banners.
Be involved in assisting wards and departments with improvement projects to increase survey responses.
Develop administrative processes and policies to ensure the effective running of the Patient Experience Team, demonstrating compliance with data protection and legislation respecting equality and diversity.
About us
MFT is England's largest NHS Trust with a turnover of £2.5bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.
Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.
We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research and innovation through the introduction of Hive; our brand-new Electronic Patient Record system which we've launched in September 2022.
We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our new Green Plan which will set out how MFT continues to play its part in making healthcare more sustainable.
At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open and transparent, protecting your health and wellbeing and shaping the future of our organisation together.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form.
COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination.
Diversity Matters
MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk.
Were looking forward to hearing from you!
Person Specification
Qualifications
Essential
- GCSEs/equivalent qualification or previous administration experience
Knowledge
Essential
- Knowledge of NHS services
- Knowledge of the currently challenges and pressures the NHS is facing
- Understanding of the NHS and its partner organisations
- Social media platforms, including Twitter/X
Desirable
- Knowledge of the NHS Patient Experience Agenda- both at a national and local level
Experience
Essential
- Customer care experience
- Previous experience of working within and NHS or healthcare environment
- Dealing with members of the public
- Dealing with professionals at all levels
Desirable
- Experience of dealing with emotional situations
Skills
Essential
- Ability completely use and extract information from databases
- Able to demonstrate advanced use of Microsoft office skills - able to complete and maintain accurate written and database records
Desirable
Attributes
Essential
- Good organisation skills
- Diligent
- Hardworking
- Excellent time management skills
- Ability to work to deadlines
- Good communicator
- Confident
- Resilient
- Ability to work alone and as part of a team
Others
Essential
- Ability to travel across sites
Person Specification
Qualifications
Essential
- GCSEs/equivalent qualification or previous administration experience
Knowledge
Essential
- Knowledge of NHS services
- Knowledge of the currently challenges and pressures the NHS is facing
- Understanding of the NHS and its partner organisations
- Social media platforms, including Twitter/X
Desirable
- Knowledge of the NHS Patient Experience Agenda- both at a national and local level
Experience
Essential
- Customer care experience
- Previous experience of working within and NHS or healthcare environment
- Dealing with members of the public
- Dealing with professionals at all levels
Desirable
- Experience of dealing with emotional situations
Skills
Essential
- Ability completely use and extract information from databases
- Able to demonstrate advanced use of Microsoft office skills - able to complete and maintain accurate written and database records
Desirable
Attributes
Essential
- Good organisation skills
- Diligent
- Hardworking
- Excellent time management skills
- Ability to work to deadlines
- Good communicator
- Confident
- Resilient
- Ability to work alone and as part of a team
Others
Essential
- Ability to travel across sites
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.
