Job summary
An exciting opportunity has arisen for a confident, dynamic individual to join the Patient Experience Team and lead on the collection, collation, recording and reporting of the Friends & Family Test across West Hertfordshire Hospitals NHS Trust.
The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.
Patient Experience Team is a point of contact for patients and their families to provide feedback about their experiences through participation in the patient experience surveys, such as the Friends and Family Test (FFT). The FFT is the Trust's main tool for gathering continuous feedback from patients and their families; this role will be responsible for managing this survey across all Trust services, on behalf of the Lead Nurse Patient Experience & Public Participation.
The post holder will work closely with a range of personnel across all Divisions and Departments to ensure the FFT is completed in a timely manner and comments requiring action are addressed appropriately to support services to make improvements.
The post holder will provide a modern, efficient & reliable service to maintain the completion of the Friends & Family survey in accordance with national requirements and ensure that all NHS digital submission requirements are met.
Main duties of the job
This role requires someone who is highly organised, can prioritise their own workload and pays attention to detail.
We are looking for someone who is calm, rational, and objective particularly in dealing with difficult or challenging situations or individuals. It is important that you have excellent verbal and written communication skills and can act confidently with all members of the public and professionals of all levels.
Applicants must be motivated, able to work autonomously, with the ability and initiative to manage and prioritise their own workload and that of other team members.
Applicants will be expected to maintain records including computerised systems, databases and spreadsheets required by the Team e.g., Daily, weekly, or monthly figures, training attendance sheets and quality scorecard data as well as reviewing and analysing data and formulating monthly reports.
About us
There has never been a more exciting time to join West Hertfordshire Hospitals NHS Trust! Major redevelopment works are due for completion by 2025 or soon after. These will be most dramatic at Watford General Hospital where up to 90% of buildings will be new.
There are also plans for a digital transformation, new models of care and a multi-storey car park which is opening this year. As well as this, the trust - which won the UK Best Employer Award (Nursing Times 2019) - is applying for teaching hospital status in recognition of its wide and well-renowned role in educating doctors, nurses, and other healthcare professionals.
We encourage and welcome people with disabilities if you need help please ask.
We reserve the right to close this advert early due to the volume of applicants. Please apply as soon as possible to avoid disappointment.
If you do not hear back within 3 weeks of your application, please assume you have been unsuccessful on this occasion.
Job description
Job responsibilities
Reviewing the FFT dashboard and any specific administrative task in relation to this; including print orders, photocopying, mail shots, keeping up to date reports and responding to requests from staff across the organisation for reports, system training and problem solving/auditing of IPADS across departments. Supporting with additional surveys.
Supporting the wards with any actions resulting from analysis/reports of patient feedback.
Supporting departments with the electronic feedback surveys via IPADS/trust link/text messages
Provide administrative support to the Patient Experience Lead/Deputy Lead, specifically in relation to the running of the FFT service.
Manage the day-to-day administration of the process for staff accessing and using the system through regular communication and liaison with the survey provider support via the IQIVIA Customer support Hub
Production of reports for the Patient Experience Group, NHS Digital and any other groups as requested/directed by the Lead Nurse or Deputy Chief Nurse Lead Nurse Patient Experience, Patient and Carer Experience Nurse,
Reviewing the FFT data submission with Informatics on a monthly basis, in advance of the submission deadline, and gaining sign off at Executive level prior to the data being uploaded to NHS Digital.
Ability to prioritise workload daily using independent judgement and working without supervision to agreed goals in order that urgent issues are dealt with promptly.
This post is a substantive post which is part time, working 30 hours per week.
The post holder will be expected to travel cross site to St Albans City Hospital and Hemel Hempstead Hospital on a regular basis.
Job description
Job responsibilities
Reviewing the FFT dashboard and any specific administrative task in relation to this; including print orders, photocopying, mail shots, keeping up to date reports and responding to requests from staff across the organisation for reports, system training and problem solving/auditing of IPADS across departments. Supporting with additional surveys.
Supporting the wards with any actions resulting from analysis/reports of patient feedback.
Supporting departments with the electronic feedback surveys via IPADS/trust link/text messages
Provide administrative support to the Patient Experience Lead/Deputy Lead, specifically in relation to the running of the FFT service.
Manage the day-to-day administration of the process for staff accessing and using the system through regular communication and liaison with the survey provider support via the IQIVIA Customer support Hub
Production of reports for the Patient Experience Group, NHS Digital and any other groups as requested/directed by the Lead Nurse or Deputy Chief Nurse Lead Nurse Patient Experience, Patient and Carer Experience Nurse,
Reviewing the FFT data submission with Informatics on a monthly basis, in advance of the submission deadline, and gaining sign off at Executive level prior to the data being uploaded to NHS Digital.
Ability to prioritise workload daily using independent judgement and working without supervision to agreed goals in order that urgent issues are dealt with promptly.
This post is a substantive post which is part time, working 30 hours per week.
The post holder will be expected to travel cross site to St Albans City Hospital and Hemel Hempstead Hospital on a regular basis.
Person Specification
Your application will be scored against the JD/ Person Specification
Essential
- 0 - does not meet the person specification 1 - reserved meets some person specification requirements 2 - Meets all person specification requirements
Person Specification
Your application will be scored against the JD/ Person Specification
Essential
- 0 - does not meet the person specification 1 - reserved meets some person specification requirements 2 - Meets all person specification requirements
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).
