Patient and Carer Experience Administrator

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.