NHS 111 Patient Experience Facilitator

Job description

Job responsibilities

DHU 111 Patient Experience Facilitator- Part time 12 hours Per week. (Monday- Friday with flexible working hours). At either our Derby, oldbury or chesterfield site).

The NHS 111 Patient Experience Facilitator will be responsible for audits and investigations arising from complaints, incidents and Health Care Professional Feedback (HCPF) relating to the DHU 111 service and link with clinical governance team to ensure audit and investigation is completed in a timely and accurate manner. This role plays an important part in the delivery of a safe, effective and high quality service, through timely audit and feedback which promotes best practice and shares learning from themes and trends identified.

Key Areas of Responsibility & Accountability

Demonstrate expert knowledge of the NHS Pathways call audit toolkits and ensure competencies are applied to all calls via the detailed competency document or quick guide.

Demonstrate a comprehensive knowledge of the DHU processes and procedures as set out in the NHS 111 Call Centre Operating Manual

Complete those audits raised through the clinical governance framework through the correct process and within the required timescales

Promote call audit as a supportive intervention that focuses on learning, development and improvement in individual and organisational practice

Participate in the clinical governance and quality improvement requirements of the DHU 111 Service

Completion of clear and concise documentation in call audit tools and call summary documentation

Review and create a clear, professional overview and report when responding to health care professional feedback.

Identify and escalate performance themes from audit that assist with the development of targeted training to aid improvement of the quality of triage and advisor efficiency and productivity

Escalate audit concerns relating to patient safety to a manager in a pro-active and timely manner

Organise and prioritise effectively own work schedule to ensure operational excellence with minimum supervision

In liaison with the CQI Team promote excellence in audit by participating in regular levelling sessions to ensure own on-going expertise and ability to apply a fair and equitable audit process.

Ensure a pro-active, professional, timely communication link is maintained with the clinical governance team and NHS 111 Management team

Maintain own expert call taking practice contributing weekly to the delivery of safe, accurate and efficient calls

Practice within the parameters of policies, protocols and guidelines

Offer appropriate advice on service delivery and development within the parameters of own role

Keep abreast of changes in services provided by the call centre

Participate in the ongoing individual and own personal development within the organisation ensuring maintenance and review of own personal development plan.

Participate in duties as designated by the NHS 111 Management Teams during peak times.

Escalate any identified risks and opportunities to the service via organisational policy and appropriate channels

Participate in the ongoing individual professional development within the organization

Participate in the reflective supervision framework within DHU 111

Attend meetings, mandatory training and system updates as requested by managers

Participate in regular performance reviews with manager as appropriate

Maintain awareness of, and work within, the DHU values at all times

Maintain strict confidentiality in relation to all issues concerned within the service and adhere to DHU policy ensuring staff are aware of their obligations under the Freedom of Information Act, Information Governance and the Data Protection Act.Communicate outstanding issues or concerns to the appropriate manager before going off duty.Maintain and ensure maintenance of a tidy work environment at all times

The post holder is required to take responsible care for the health and safety of him/herself and other persons who may be affected by his/her acts or omissions at work. The post holder is also required to co-operate with DHU to ensure that statutory and departmental safety regulations are adhered to.

DHU is an equal opportunities employer and the post holder will be expected to comply with all relevant policies and procedures in this area together with all other policies and procedures as initiated by DHU.

DHU is a non-smoking organisation and you are therefore required not to smoke in any of the buildings where DHUs business is carried out

Communicate with a variety of staff across DHU divisions and external services

Person Specification

Experience

Essential

• Expert user of NHS Pathways and Adastra host system
• Sound knowledge of the NHS Pathways call audit toolkits and performance management framework
• Previous experience of working under pressure to tight deadlines
• Able to assertively and professionally manage challenge
• Experience of communication with a variety of people
• IT experience (e.g. Word/Excel and other packages) as well as email systems and other electronic media

Qualifications

Essential

• Accredited NHS Pathways user
• Accredited NHS Pathways Coach
• Auditing Experience

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

DHU Healthcare

Address

Birchfield House

Joseph Street

Oldbury

B692AQ

Employer's website

http://www.dhuhealthcare.com/ (Opens in a new tab)