Worcestershire Acute Hospitals NHS Trust

Patient Experience & Engagement Administrator

Information:

This job is now closed

Job summary

We are looking for administrative support across the Patient Experience and Patient, carer, family and friends Engagement portfolio. The successful post holder will support the work of the Head of Patient, Carer and Public Engagement and the Patient Experience Lead Nurse and will join a small, friendly and committed team.

Interviews are anticipated to be held on Wednesday 11th October in Worcester.

Main duties of the job

The successful candidate will work with staff colleagues and members of the public.

This role is for a 31 hour a week post and there is flexibility on which days to work across Monday-Friday.

The main duties are to record minutes at three main meetings and with calls for and collation of reports. Project support is required and managing diaries.The tasks are varied and also include booking meetings, filing information, ordering resources and tracking action plans as well as developing and managing office systems.

About us

Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.

Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

Our workforce is nearly 6,800 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

Our objectives are simple:

  • Best services for local people
  • Best experience of care and best outcomes for our patients
  • Best use of resources
  • Best people

Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.

We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

Details

Date posted

11 September 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year

Contract

Permanent

Working pattern

Part-time

Reference number

C9365-23-0714

Job locations

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD


Job description

Job responsibilities

Post Title: Patient Experience and Engagement Administrator

Pay Band: Band 3

Hours: 31 hours per week (Monday-Friday) 0.83WTE

Contract: Permanent

Location / Department: Patient Experience and Engagement Team, Worcestershire Royal Hospital

Accountable to: Head of Patient, Carer and Public Engagement

Reports to: Head of Patient, Carer and Public Engagement

Ref:

Key Working Relationships:

Internal:

Head of Patient, Carer and Public Engagement

Patient Expeirence Lead Nurse

Patient Services teams

Clinical staff at all levels of the Trust

Corporate staff at all levels of the Trust

Finance

Procurement

Trust Committees and Groups including but not limited to the Patient, Carer, Public Engagement Steering Group, the Patient Public Forum and Learning Disability Steering group

Chaplains

External:

Volunteers

Patients, carers and the general public

Voluntary and Community Organisations

NHS Professionals

Trust Approved Suppliers specifically Interpreting and Translation

Other NHS Trusts

Risk Assessment:

This post involves daily frequent use of VDU screen; there could be occasion for multi-site working at more than one of the three main Hospital sites on specific projects to cover service need.

Working with members of the public on sometimes complicated matters or where members are dissatisfied. Potential confrontation

Some manual handling associated with storing and moving resources and/or files between sites and departments

Fire safety and awareness

Job Purpose:

The Patient Expeirence and Engagement Administrative Assistant will be expected to manage their own workload and work on their own initiative often without direct supervision.

They will also be responsible for the provision of a secretarial and administrative service to the Patient Expeirnce and Engagement Team.

They will be responsible for the day-to-day clerical running of the Service. Answer phone calls & message taking, taking & typing up meeting minutes, input and maintain data bases. General office filing. Ordering of stationary and stores for the teams. Head of Patient, Carer and Public Engagemet Diary Management. Raising and Receipting Purchase Orders. Track action plans across steering groups/for a; track reports into core steering groups; ensure accurate filing of key documents, input staff annual leave and sickness details onto trust systems.

Key Duties:

Establish and maintain an administrative system, that ensures that work is prioritised to meet agreed timescales

To co-ordinate the administrative aspects of the various Patient Experience and Engagement groups, including the administrative functioning of the Patient and Public Fourm, the Patient Experience and Engagement Steering Group and the Learning Disability Steering Group. This requires competence and experience of Microsoft Windows computer programmes and will require participation in planning annual programmes, collection, analysis, collation and presentation of data.

Be proficient in using Windows based computer packages in particular Word, Excel, Access, Power Point and MS Outlook.

To assist co-ordinating meetings, venues for training and ensure appropriate support services available e.g. hospitalities, supplies of materials, refreshments and handouts as required.

Word-process to a high standard from manuscript and audio dictation, letters, reports, general correspondence, patient / staff information leaflets, posters and materials for the Patient Experience and Engagement Team. To attend and generate detailed minutes from meetings as required.

To receive and make telephone calls, which could often be of a highly sensitive nature, providing a first point of contact to members of staff, the public, patients and their relatives and other agencies in the absence of the Patient Experience/Engagement team. This will include assessing calls and either responding / advising as appropriate, referring to the Head of Patient, Carer and Public Engagement or taking accurate detailed messages if necessary.

To deal with the Patient Experience and Engagement team correspondence including opening, prioritising and processing as required; this may include generating own correspondence as necessary.

To be responsible for stock / stationery control. Ordering of equipment and items at times of specific need, followed by appropriate financial cross-charging.

To develop and manage office systems specific to the requirements of the Patient Experience and Engagement team including maintenance of filing systems, HR information and the implementation and revision of local policies. To maintain a smooth running department, ensuring a safe working environment and keeping office equipment in good working order and ensuring tidy work station.

Undertake general photocopying and distribution of papers.

Manage the electronic diary systems of the Head of Patient, Carer and Public Engagement; this includes arranging meetings via MS Teams, Zoom or other virtual platforms.

Act as a point of ongoing, supportive contact for patient representatives (Patient Public Forum members) in one to one, small group and larger meeting settings.

To support the administrative functioning of the Patient and Public Forum- process all recruitment and ensure accurate filing of member documentation wity responsibility to ensure that all forms and processes are up to date

To be an active member of the Patient Experience team, attending weekly huddles where possible and all team meetings

To maintain a high degree of confidentiality at all times, no matter how difficult, with regard to information concerning members of staff, volunteers and patients, ensuring that all work practices comply with the Data Protection Act.

Prepare information in the desired format i.e. report, spreadsheets, charts etc.

Show a flexible approach in a changing, demanding environment which has an unpredictable workload.

Communicate effectively and courteously when receiving complex or sensitive information that comes into the department, where tact and re-assurance is necessary.

The post holder may be required to undertake such other duties and training and/or hours of work as may be reasonably required to be consistent with the general level of responsibility of the post

This post will be based at both Worcestershire Royal Hospital. Travel to the other Trust sites may be required.

To undertake other duties commensurate with the post and grade

Job description

Job responsibilities

Post Title: Patient Experience and Engagement Administrator

Pay Band: Band 3

Hours: 31 hours per week (Monday-Friday) 0.83WTE

Contract: Permanent

Location / Department: Patient Experience and Engagement Team, Worcestershire Royal Hospital

Accountable to: Head of Patient, Carer and Public Engagement

Reports to: Head of Patient, Carer and Public Engagement

Ref:

Key Working Relationships:

Internal:

Head of Patient, Carer and Public Engagement

Patient Expeirence Lead Nurse

Patient Services teams

Clinical staff at all levels of the Trust

Corporate staff at all levels of the Trust

Finance

Procurement

Trust Committees and Groups including but not limited to the Patient, Carer, Public Engagement Steering Group, the Patient Public Forum and Learning Disability Steering group

Chaplains

External:

Volunteers

Patients, carers and the general public

Voluntary and Community Organisations

NHS Professionals

Trust Approved Suppliers specifically Interpreting and Translation

Other NHS Trusts

Risk Assessment:

This post involves daily frequent use of VDU screen; there could be occasion for multi-site working at more than one of the three main Hospital sites on specific projects to cover service need.

Working with members of the public on sometimes complicated matters or where members are dissatisfied. Potential confrontation

Some manual handling associated with storing and moving resources and/or files between sites and departments

Fire safety and awareness

Job Purpose:

The Patient Expeirence and Engagement Administrative Assistant will be expected to manage their own workload and work on their own initiative often without direct supervision.

They will also be responsible for the provision of a secretarial and administrative service to the Patient Expeirnce and Engagement Team.

They will be responsible for the day-to-day clerical running of the Service. Answer phone calls & message taking, taking & typing up meeting minutes, input and maintain data bases. General office filing. Ordering of stationary and stores for the teams. Head of Patient, Carer and Public Engagemet Diary Management. Raising and Receipting Purchase Orders. Track action plans across steering groups/for a; track reports into core steering groups; ensure accurate filing of key documents, input staff annual leave and sickness details onto trust systems.

Key Duties:

Establish and maintain an administrative system, that ensures that work is prioritised to meet agreed timescales

To co-ordinate the administrative aspects of the various Patient Experience and Engagement groups, including the administrative functioning of the Patient and Public Fourm, the Patient Experience and Engagement Steering Group and the Learning Disability Steering Group. This requires competence and experience of Microsoft Windows computer programmes and will require participation in planning annual programmes, collection, analysis, collation and presentation of data.

Be proficient in using Windows based computer packages in particular Word, Excel, Access, Power Point and MS Outlook.

To assist co-ordinating meetings, venues for training and ensure appropriate support services available e.g. hospitalities, supplies of materials, refreshments and handouts as required.

Word-process to a high standard from manuscript and audio dictation, letters, reports, general correspondence, patient / staff information leaflets, posters and materials for the Patient Experience and Engagement Team. To attend and generate detailed minutes from meetings as required.

To receive and make telephone calls, which could often be of a highly sensitive nature, providing a first point of contact to members of staff, the public, patients and their relatives and other agencies in the absence of the Patient Experience/Engagement team. This will include assessing calls and either responding / advising as appropriate, referring to the Head of Patient, Carer and Public Engagement or taking accurate detailed messages if necessary.

To deal with the Patient Experience and Engagement team correspondence including opening, prioritising and processing as required; this may include generating own correspondence as necessary.

To be responsible for stock / stationery control. Ordering of equipment and items at times of specific need, followed by appropriate financial cross-charging.

To develop and manage office systems specific to the requirements of the Patient Experience and Engagement team including maintenance of filing systems, HR information and the implementation and revision of local policies. To maintain a smooth running department, ensuring a safe working environment and keeping office equipment in good working order and ensuring tidy work station.

Undertake general photocopying and distribution of papers.

Manage the electronic diary systems of the Head of Patient, Carer and Public Engagement; this includes arranging meetings via MS Teams, Zoom or other virtual platforms.

Act as a point of ongoing, supportive contact for patient representatives (Patient Public Forum members) in one to one, small group and larger meeting settings.

To support the administrative functioning of the Patient and Public Forum- process all recruitment and ensure accurate filing of member documentation wity responsibility to ensure that all forms and processes are up to date

To be an active member of the Patient Experience team, attending weekly huddles where possible and all team meetings

To maintain a high degree of confidentiality at all times, no matter how difficult, with regard to information concerning members of staff, volunteers and patients, ensuring that all work practices comply with the Data Protection Act.

Prepare information in the desired format i.e. report, spreadsheets, charts etc.

Show a flexible approach in a changing, demanding environment which has an unpredictable workload.

Communicate effectively and courteously when receiving complex or sensitive information that comes into the department, where tact and re-assurance is necessary.

The post holder may be required to undertake such other duties and training and/or hours of work as may be reasonably required to be consistent with the general level of responsibility of the post

This post will be based at both Worcestershire Royal Hospital. Travel to the other Trust sites may be required.

To undertake other duties commensurate with the post and grade

Person Specification

Experience

Essential

  • Previous experience of working within an administrative service / customer service/complex service environment.
  • Supporting the administrative function of an office and/or projects
  • Maintaining databases/s
  • Experience of working with the public/a range of stakeholders

Desirable

  • Recording of minutes and agenda preparation
  • Medical / Health Care environment
  • Knowledge of hospital systems or data
  • Organising and booking meetings
  • Experience of designing, delivering and analysing surveys and data and presenting in an accessible way

Knowledge and skills

Essential

  • Knowledge of administration and / or office procedures.
  • Demonstrates proficient keyboard skills.
  • Effective use of monitoring systems for recording data
  • Able to arrange meetings and conferences/events.

Desirable

  • Audit systems
  • Previously used a specialist computer system

Qualifications

Essential

  • Educational qualifications in English and numeracy or equivalent
  • Competence with Windows Computer Programmes
  • NVQ3 or equivalent qualification in relevant subject or equivalent

Desirable

  • European Computer Driving License
  • Educated to GCSE Grade C, including English and maths, or equivalent.
  • Evidence of continuous professional development.

Personal Qualities

Essential

  • Ability to work on own initiative.
  • Ability to work as part of a team.
  • Professional, confident and approachable persona
  • High level of interpersonal skills including verbal & written communication skills
  • Ability to organise self
  • Motivated
  • Works neatly and methodically
  • Diligence
  • Ability to communicate with sensitivity, empathy and tact
  • Understanding and commitment to safeguarding requirements for personal data and information storage.

Desirable

  • Willingness to learn & develop own knowledge base
  • Evidence of commitment to & enthusiasm for his / her work

Personal Qualities

Essential

  • To be able to work from any Trust Hospital Site, due to needs of the service
Person Specification

Experience

Essential

  • Previous experience of working within an administrative service / customer service/complex service environment.
  • Supporting the administrative function of an office and/or projects
  • Maintaining databases/s
  • Experience of working with the public/a range of stakeholders

Desirable

  • Recording of minutes and agenda preparation
  • Medical / Health Care environment
  • Knowledge of hospital systems or data
  • Organising and booking meetings
  • Experience of designing, delivering and analysing surveys and data and presenting in an accessible way

Knowledge and skills

Essential

  • Knowledge of administration and / or office procedures.
  • Demonstrates proficient keyboard skills.
  • Effective use of monitoring systems for recording data
  • Able to arrange meetings and conferences/events.

Desirable

  • Audit systems
  • Previously used a specialist computer system

Qualifications

Essential

  • Educational qualifications in English and numeracy or equivalent
  • Competence with Windows Computer Programmes
  • NVQ3 or equivalent qualification in relevant subject or equivalent

Desirable

  • European Computer Driving License
  • Educated to GCSE Grade C, including English and maths, or equivalent.
  • Evidence of continuous professional development.

Personal Qualities

Essential

  • Ability to work on own initiative.
  • Ability to work as part of a team.
  • Professional, confident and approachable persona
  • High level of interpersonal skills including verbal & written communication skills
  • Ability to organise self
  • Motivated
  • Works neatly and methodically
  • Diligence
  • Ability to communicate with sensitivity, empathy and tact
  • Understanding and commitment to safeguarding requirements for personal data and information storage.

Desirable

  • Willingness to learn & develop own knowledge base
  • Evidence of commitment to & enthusiasm for his / her work

Personal Qualities

Essential

  • To be able to work from any Trust Hospital Site, due to needs of the service

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.

Employer details

Employer name

Worcestershire Acute Hospitals NHS Trust

Address

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD


Employer's website

https://www.worcsacute.nhs.uk/ (Opens in a new tab)


Employer details

Employer name

Worcestershire Acute Hospitals NHS Trust

Address

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD


Employer's website

https://www.worcsacute.nhs.uk/ (Opens in a new tab)


Employer contact details

For questions about the job, contact:

Head of Patient, Carer and Public Engagement

Anna Sterckx

anna.sterckx@nhs.net

Details

Date posted

11 September 2023

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year

Contract

Permanent

Working pattern

Part-time

Reference number

C9365-23-0714

Job locations

Charles Hastings Way

Worcester

Worcestershire

WR5 1DD


Supporting documents

Privacy notice

Worcestershire Acute Hospitals NHS Trust's privacy notice (opens in a new tab)