Job summary
We are recruiting for a Patient and Carer Experience Administrator who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
You will provide administrative support to the Complaints, PALS and Patient and Carer Experience Lead Assist in providing support with a variety of administrative tasks for the teams within the Patient and Carer Experience (PACE) Service.
Supporting staff in gaining feedback from patients, their friends and family to find out about their experience and what matters most to them.
You will collate patient experience feedback and make it available to staff and for display in public areas of the Trust.
Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!
Main duties of the job
Inputting patient experience survey data onto the electronic patient experience survey system ensuring accuracy and timeliness of reporting.
Supporting staff to offer the Friends and Family Test survey to all patients in line with NHS England guidance.
Working with ward staff and volunteers to gain feedback from patients and their families within the Trust. This will be through meeting face to face and via telephone.
Learning about what matters most to our patients and their families, what is good about their experience and what could be improved to share with the relevant teams.
Assisting in the production of monthly reporting of patient experience data, including the Friends and Family Test Survey.
Assisting in updating team pages on the Knowledge Centre (The Trust staff intranet).
Regularly monitoring the generic patient experience email account ensuring prompt responses to enquiries.
About us
At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
- The Lister Hospital, Stevenage
- New Queen Elizabeth II (New QEII), Welwyn Garden City
- Hertford County, Hertford
- Mount Vernon Cancer Centre (MVCC), Northwood
We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.
We understand that finding and starting a new job is an important life decision. If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know.
We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Person Specification
Qualifications/Training
Essential
- Good standard of education at GCSE A-C
- Relevant NVQ level 4 / diploma or equivalent relevant experience
Desirable
- Knowledge of legal framework relevant to healthcare
- Knowledge of NHS Complaints Process and Parliamentary Health Service Ombudsman
Previous Experience
Essential
- Experience of working in the NHS in a similar role
- Experience in working as a team
- Office/administration experience
Desirable
- Knowledge of similar organisations such as social services/county counci
- Previous experience in a legal capacity
- Previous experience in a customer service or patient experience
- Experience of Enhance
Skills
Essential
- Ability to work without direct supervision
- Highly organized
- Ability to prioritise and change tasks accordingly
- Ability to work to deadlines
- Excellent time management
- Excellent communication skills with a wide range of people, including senior staff throught the organization
- Excellent IT skills
- Flexible and adaptable
- Close attention to detail
Knowledge
Essential
- Understanding of the NHS
- Working knowledge of GDPR, Access to Health Records Act and Duty of Candour
Desirable
- Experience of clinical IT systems
- Knowledge of Enhance or similar claims and complaints management system
Other Requirements
Essential
- Understanding of, and commitment to, equality, diversity and inclusion
- Role model our Trust values every day
Person Specification
Qualifications/Training
Essential
- Good standard of education at GCSE A-C
- Relevant NVQ level 4 / diploma or equivalent relevant experience
Desirable
- Knowledge of legal framework relevant to healthcare
- Knowledge of NHS Complaints Process and Parliamentary Health Service Ombudsman
Previous Experience
Essential
- Experience of working in the NHS in a similar role
- Experience in working as a team
- Office/administration experience
Desirable
- Knowledge of similar organisations such as social services/county counci
- Previous experience in a legal capacity
- Previous experience in a customer service or patient experience
- Experience of Enhance
Skills
Essential
- Ability to work without direct supervision
- Highly organized
- Ability to prioritise and change tasks accordingly
- Ability to work to deadlines
- Excellent time management
- Excellent communication skills with a wide range of people, including senior staff throught the organization
- Excellent IT skills
- Flexible and adaptable
- Close attention to detail
Knowledge
Essential
- Understanding of the NHS
- Working knowledge of GDPR, Access to Health Records Act and Duty of Candour
Desirable
- Experience of clinical IT systems
- Knowledge of Enhance or similar claims and complaints management system
Other Requirements
Essential
- Understanding of, and commitment to, equality, diversity and inclusion
- Role model our Trust values every day
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).
