Job summary
The Patient Experience Team is part of the Corporate Nursing
Division, who lead a culture of clinical excellence to enable delivery of safe,
compassionate care to patients that is evidenced by good outcomes and patient
feedback. We listen to the peoples voice to continuously learn and improve. We
work in line with the Trust vision, values and behaviours.
We are looking for a tenacious, enthusiastic member for our
dynamic team, who will work across the organisation and with relevant
stakeholders. The post holder will actively promote and support our strategic
aims to ensure high quality services are maintained at all times and that
patients have good experience of care that is open, just and fair in its
culture. We welcome applications from
both Non-Clinical and Clinical colleagues.
This post supports the delivery of the Trusts Complaints
policy and procedures and contributes to the wider aims of the Trust regarding
Patient Experience.
Main duties of the job
The post holder will deal directly with patients and public,
Trust staff, and other healthcare professionals either through face to face
meeting, telephone conversation or written correspondence, ensuring all
feedback is handled appropriately in line with national guidance and the
Trusts policy and procedure.
The post holder will work with colleagues across
the organisation to promote and develop the service and create effective links
and working relationships between the Patient Experience service and other
departments. The post holder will also liaise with advice, and advocacy
services in both the local and national health and social care system in such a
way as to ensure a seamless service for patients.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
To
be eligible for Health and Care Worker visa sponsorship you will usually need
to be paid at least £25,600 per year
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
At County Durham and Darlington NHS Foundation Trust our aim is to always deliver excellent care with compassion to deliver the highest quality of care our patients deserve. We value the personal skills, experiences and qualities that individuals bring to the Trust; creating an inclusive working environment to attract talented people who feel motivated, involved and able to influence the future direction of our services.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
Full Job Descriptions can be found in the adverts supporting documents
Job description
Job responsibilities
Participate in patient, public and carer involvement
activities to provide assurance (in relation to the patient experience) in
support of CQC outcomes, clinical quality strategy and PHSO standards.
Ensure all complaints are processed for investigation and
are responded to appropriately by the Care Group in accordance with the
Complaints and Concerns policy
Participate in the interpretation and analysis of patient
feedback
Monitor that appropriate learning and action is being taken
as a result of patient feedback.
Support the development of reports to the relevant
committees to provide assurance of effective patient and public and carer
involvement.
Support the development of reports on the cross cutting
themes from complaints.
Provide support to the designated Care Group for any patient
and public involvement activities.
Operate effective administration systems to underpin the
patient experience function.
Support the development and monitoring of relevant Standard
Operational Procedures and Policies in accordance with local and national
guidance.
Provide assurance via key performance indicators of
compliance with policy and procedure
To facilitate and report accurately, meetings of a sensitive
nature within agreed timescales
Ensure effective use of resources
Job description
Job responsibilities
Participate in patient, public and carer involvement
activities to provide assurance (in relation to the patient experience) in
support of CQC outcomes, clinical quality strategy and PHSO standards.
Ensure all complaints are processed for investigation and
are responded to appropriately by the Care Group in accordance with the
Complaints and Concerns policy
Participate in the interpretation and analysis of patient
feedback
Monitor that appropriate learning and action is being taken
as a result of patient feedback.
Support the development of reports to the relevant
committees to provide assurance of effective patient and public and carer
involvement.
Support the development of reports on the cross cutting
themes from complaints.
Provide support to the designated Care Group for any patient
and public involvement activities.
Operate effective administration systems to underpin the
patient experience function.
Support the development and monitoring of relevant Standard
Operational Procedures and Policies in accordance with local and national
guidance.
Provide assurance via key performance indicators of
compliance with policy and procedure
To facilitate and report accurately, meetings of a sensitive
nature within agreed timescales
Ensure effective use of resources
Person Specification
Special Skills and Knowledge
Essential
- Knowledge and experience of the NHS Complaints process
- Excellent written/verbal communication skills, including listening skills.
- Excellent leadership and facilitation skills
- Ability to prioritise own workload when experiencing competing demands.
- Ability to deliver to deadlines
- Ability to work with minimal supervision.
- IT literate with knowledge of MS Office.
- Database management and reporting skills
- Ability to collect, analyse and interpret information and data.
- Ability to create high level professional reports when required
- Evidence of continuing development
- Knowledge and impact of the key national and local drivers in relation to patient experience.
- Ability to work as an effective member of a team
- Excellent interpersonal skills.
- Ability to facilitate and manage sensitive situations professionally
- A high level of confidence and assertiveness.
- Ability to adapt pro-actively to change
- Able to remain objective and when necessary.
- Strong personal commitment to the role.
- Enthusiastic, positive attitude to drive service improvement
Desirable
- Have experience of working the Ulysses Risk Management System.
Qualifications
Essential
- Educated to degree level or working towards, or equivalent relevant experience.
Desirable
- IT/Database qualification
- Customer Care qualification
Experience
Essential
- Experience of working at band 5 level or extensive experience of team management
- Knowledge and experience of the NHS Complaints process.
- Experience of working in a team, requiring compromise and flexibility.
Desirable
- Experience in a leadership role.
- Evidence of success in delivering change.
Special Requirements
Essential
- Able to travel across Trust sites to meet the requirements of the post
Person Specification
Special Skills and Knowledge
Essential
- Knowledge and experience of the NHS Complaints process
- Excellent written/verbal communication skills, including listening skills.
- Excellent leadership and facilitation skills
- Ability to prioritise own workload when experiencing competing demands.
- Ability to deliver to deadlines
- Ability to work with minimal supervision.
- IT literate with knowledge of MS Office.
- Database management and reporting skills
- Ability to collect, analyse and interpret information and data.
- Ability to create high level professional reports when required
- Evidence of continuing development
- Knowledge and impact of the key national and local drivers in relation to patient experience.
- Ability to work as an effective member of a team
- Excellent interpersonal skills.
- Ability to facilitate and manage sensitive situations professionally
- A high level of confidence and assertiveness.
- Ability to adapt pro-actively to change
- Able to remain objective and when necessary.
- Strong personal commitment to the role.
- Enthusiastic, positive attitude to drive service improvement
Desirable
- Have experience of working the Ulysses Risk Management System.
Qualifications
Essential
- Educated to degree level or working towards, or equivalent relevant experience.
Desirable
- IT/Database qualification
- Customer Care qualification
Experience
Essential
- Experience of working at band 5 level or extensive experience of team management
- Knowledge and experience of the NHS Complaints process.
- Experience of working in a team, requiring compromise and flexibility.
Desirable
- Experience in a leadership role.
- Evidence of success in delivering change.
Special Requirements
Essential
- Able to travel across Trust sites to meet the requirements of the post
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).
