Job summary
The post will be responsible for managing and coordinating public enquiries, requests and responses working closely with the Communication lead to ensure consistent messaging for the Trust for example any high-profile cases.
Main duties of the job
Provide and receive highly complex, sensitive or contentious information from patients, families/carers or local health and social providers, medical, nursing and allied health professional within the Trust.
Communicate service-related information to the Executives, Divisional management teams and appropriate committees; Develop appropriate communication channels to address the concerns with the relevant individual.
To advise on communications strategies overall and in relation to specific aspects where expert opinions may differ with clinical divisions and at a corporate level.
Responsible for planning and organising a broad range of complex activities and formulating or adjusting plans/strategies. To plan patient services strategies across the organisation, incorporating these into other strategies such as long term conditions, complex and perplexing presentations.
Responsible for formulating long-term strategic plans for high profile and complex cases, involving uncertainty which may impact across the organisation.
Responsible for leading on providing accessible patient, parent and public communication by telephone, email and face to face on a daily basis.
Responsible for policy implementation and development of the Pals service. Advise, support and train on the legalities of the Duty of Candour to relevant staff as appropriate /relevant in collaboration with the Governance team if necessary.
About us
North Mid is part of North Central London integrated care system - consisting of the NHS and Local authority organisations in Camden, Islington, Barnet, Enfield and Haringey. As with other ICS's, we are working increasingly closely with partners and indeed many of our financial and performance objectives are measured at this system level. Whilst all organisations remain as standalone, statutory bodies we have an ICS infrastructure for making shared decisions and agreeing shared approaches.
We are proud of our staff and want to ensure their training allows them to provide excellent clinical care. We are also a training unit for medical students from UCL and St George's University Grenada, and for nursing and midwifery students from Middlesex and City Universities.
Take a tour of our hospital here
Job description
Job responsibilities
Safer culture, Safer systems and Safer patients
Work closely with all the Head of Patient Experience & Involvement and Associate Director of Quality and Governance to improve patient experience.
Provide an individual and confidential service through the drop-in facility of the Pals Office and through availability to visit wards and outpatient clinics - that seeks to resolve patient and family problems or respond to their concerns on an informal basis as quickly and effectively as possible.
Act as a visible and accessible contact-point for providing information for patient, families and the public about the Trusts services and other related health and community services publicising the service widely within and outside the hospital.
Will assist in delivering our Communications strategy across the Hospital and wider community in relation to any issues or events that need to be shared as appropriate.
Job description
Job responsibilities
Safer culture, Safer systems and Safer patients
Work closely with all the Head of Patient Experience & Involvement and Associate Director of Quality and Governance to improve patient experience.
Provide an individual and confidential service through the drop-in facility of the Pals Office and through availability to visit wards and outpatient clinics - that seeks to resolve patient and family problems or respond to their concerns on an informal basis as quickly and effectively as possible.
Act as a visible and accessible contact-point for providing information for patient, families and the public about the Trusts services and other related health and community services publicising the service widely within and outside the hospital.
Will assist in delivering our Communications strategy across the Hospital and wider community in relation to any issues or events that need to be shared as appropriate.
Person Specification
Skills and Experience
Essential
- Demonstrable ability to meet Trust values. We are Caring: . Showing empathy Being curious Showing humility Listening to others We are fair: . Being consistent listening to others Supporting each other We are open: . Speaking up Being curious Learning from mistakes
- Clinical Qualification Educated to postgraduate and masters level or equivalent by experience. Customer service training, counselling/advocacy or equivalent experience obtained in a frontline NHS service. Evidence of Continued Professional Development. Conflict resolution postgrad qualification or demonstrable experience within a managerial role.
- Highly developed communication skills both verbal and written, appropriate to different audiences. Emotional intelligence, resilience, emotional maturity, assertion and tenacity. Ability to produce and present written reports to Board Level and to make Trust-wide recommendations on issues arising from Pals casework. Ability to represent the Trust externally e.g. Scrutiny Committees, CCG meetings. Ability to communicate in complex ways and then be able to translate this complex information into accessible language for members of the public, including people whose first language is not English; people with different degrees of deafness; people exhibiting challenging behaviours. Group facilitation and engagement skills. Able to demonstrate compassion, empathy and tact in emotive situations.
- Experience of understanding patient- centered care, patient's rights, and the PPI/patient experience agenda and how to implement at a strategic level. A working knowledge of all major health and social care legislation, policies and procedures affecting the welfare of our patients. Experience of handling the most complex elements of patient experience when required.
- Experience of supporting and with the patients and public. Line management experience. A good understanding of the national NHS patient experience agenda and initiatives. Knowledge of data protection issues and patient confidentiality. Understanding of cultural and diversity matters and how these can be effectively addressed particularly to benefit service users.
- Always puts patients first with customer service focus. Display a positive, proactive and pleasant attitude at all times - thus promoting the Trust and your service in a favourable light. Willing and able to take personal responsibility and ownership of tasks to ensure completion. Takes pride in their work and promotes this to their team. Supports and promotes equality and diversity. Flexible, adaptable, proactive, dynamic so able to alter ways of working to meet a fast paced service need with regular changes to requirements.
Desirable
- Quality Improvement methodology training.
- Ability to extract information from Datix.
- Service improvement or change management programme delivery in the NHS. Knowledge of CQC requirements for patient experience. Knowledge of serious incidents and complaints framework in the NHS.
Person Specification
Skills and Experience
Essential
- Demonstrable ability to meet Trust values. We are Caring: . Showing empathy Being curious Showing humility Listening to others We are fair: . Being consistent listening to others Supporting each other We are open: . Speaking up Being curious Learning from mistakes
- Clinical Qualification Educated to postgraduate and masters level or equivalent by experience. Customer service training, counselling/advocacy or equivalent experience obtained in a frontline NHS service. Evidence of Continued Professional Development. Conflict resolution postgrad qualification or demonstrable experience within a managerial role.
- Highly developed communication skills both verbal and written, appropriate to different audiences. Emotional intelligence, resilience, emotional maturity, assertion and tenacity. Ability to produce and present written reports to Board Level and to make Trust-wide recommendations on issues arising from Pals casework. Ability to represent the Trust externally e.g. Scrutiny Committees, CCG meetings. Ability to communicate in complex ways and then be able to translate this complex information into accessible language for members of the public, including people whose first language is not English; people with different degrees of deafness; people exhibiting challenging behaviours. Group facilitation and engagement skills. Able to demonstrate compassion, empathy and tact in emotive situations.
- Experience of understanding patient- centered care, patient's rights, and the PPI/patient experience agenda and how to implement at a strategic level. A working knowledge of all major health and social care legislation, policies and procedures affecting the welfare of our patients. Experience of handling the most complex elements of patient experience when required.
- Experience of supporting and with the patients and public. Line management experience. A good understanding of the national NHS patient experience agenda and initiatives. Knowledge of data protection issues and patient confidentiality. Understanding of cultural and diversity matters and how these can be effectively addressed particularly to benefit service users.
- Always puts patients first with customer service focus. Display a positive, proactive and pleasant attitude at all times - thus promoting the Trust and your service in a favourable light. Willing and able to take personal responsibility and ownership of tasks to ensure completion. Takes pride in their work and promotes this to their team. Supports and promotes equality and diversity. Flexible, adaptable, proactive, dynamic so able to alter ways of working to meet a fast paced service need with regular changes to requirements.
Desirable
- Quality Improvement methodology training.
- Ability to extract information from Datix.
- Service improvement or change management programme delivery in the NHS. Knowledge of CQC requirements for patient experience. Knowledge of serious incidents and complaints framework in the NHS.
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
