FFT & Volunteer Apprentice

Job summary

The Family & Friends Test (FFT) is the Trust's main tool for gathering continuous feedback from patients and their families and carers; this role will be responsible for managing this survey across all Trust services.

• The post holder will work closely with a range of personnel across all divisions to ensure the FFT is completed in a timely manner and comments requiring action are addressed appropriately. 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 me

• The post holder will also be responsible for providing administrative support for our volunteer recruitment procedures and support the delivery of high quality, responsive assistance to the patient experience team and external organisations.
• The post holder may also be asked to provide ad hoc administrative support for the Chaplaincy in agreement with the Patient & Public Involvement Lead.

The Apprentice FFT & Volunteer Coordinator role is also key to driving the improvement agenda within the patient experience function - working actively with service areas and wards to support services and contribute to solutions that meet the expectations of our patients and families.

Main duties of the job

Patient Experience Surveys FFT

• Supporting divisional leads with data extraction
• Supporting clinical services with collecting FFT responses
• Supporting the Patient & Public Involvement (PPI)by liaising with the FFT provider
• Supporting the PPI Lead with report writing.
• Working with staff to resolve survey queries/issues
• Working with the PPI Lead to improve FFT survey processes
• Supporting initiatives to facilitate patient engagement and improve experience through feedback and workshops

Volunteer Coordination

• Communicating with prospective volunteers ensuring all communication to support them through the application process
• Liaising with supporting departments to ensure timely clearances
• Supporting the PPI Lead with the delivery of induction sessions
• Supporting the volunteers when on site and providing relevant up to date information
• Supporting the PPI Lead with liaising with local schools/colleges to promote volunteer opportunities
• Maintaining and ordering supplies of volunteer uniforms

Other duties

• Attending meetings as requested by the PPI Lead.
• Providing administrative support for the Chaplaincy service when agreed by the PPI Lead & Lead Chaplain
• Demonstrating excellent communication and interpersonal skills with trust staff of all grades and external agenciesat all times
• Acting in a polite and professional manner in line with customer care requirements at all times
• Monitoring and maintaining stationery levels for the patient experience team

About us

The Head of Patient Experience & Engagement leads the patient experience team which is made up of the PALS & Complaints team, Patient & public involvement Officer and Chaplaincy.

The Patient Experience Team is the point of contact for patients and their families to provide feedback about their experiences through participation in patient experience surveys, including the Family & Friends Test (FFT). They work alongside the volunteers who are an integral part of the team.

The team is enthusiastic and committed to providing a high standard service to our diverse local population.

Patient feedback is vital as it helps to understand events which patients are not fully satisfied which creates projects for improvements.

North Middlesex University Hospital NHS Trust is a medium sized District General Hospital based in Edmonton in Enfield, North London. We serve a diverse multicultural population largely from the London boroughs of Enfield and Haringey. Many of our patients live in wards that are within the 5% most deprived in the UK and a large proportion of our patients were born abroad. This makes it both a fascinating and a challenging hospital to work in.