Job summary
Patient
Experience Support Officer
Oldbury
14
hours per week
£22,816
per annum, pro-rata
At
DHU Healthcare, we are committed to fostering an environment where Equity,
Diversity, Inclusion, and a strong sense of Belonging are not only celebrated
but actively promoted. We believe that every individual, regardless of their
background, deserves the right to access quality healthcare services and to be
treated with respect and dignity. Our commitment to Equity, Diversity,
Inclusion, and Belonging is at the heart of everything we do, from patient care
to our organisational culture.
Main duties of the job
The post-holder will provide advice and guidance to teams on involving patients in planning their services. They will support the Patient Involvement and Experience Manager to enable effective public involvement ensuring it is effectively targeted and delivered using different methods of engagement. They will organise PEET projects, co-production, and events to ensure that patients, carer's, and the public are appropriately and meaningfully involved in service evaluation, accreditations, and service re-design, with any change made leading to improved patient experience.
The post holder will participate in promoting and advancing DHU Health Care CIC, whilst working towards DHUsValues, behaviour's, and principles
We are always:
- Compassionate we show kindness, consideration and understanding in everything we do and demonstrate our caring nature to our patient, people, and communities.
- Accomplished we are available day and night a response, adaptable, professional NHS partner, providing the best advice, care, and treatment for every individual.
- Respectful we recognise the value that individual and team difference bring welcoming views, listening, being honest, and learning from others experiences.
- Encouraging we believe everyone matters, so we inspire confidence in other promoting speaking up, fostering career-long learning and development, and supporting improvement ideas.
About us
DHU
Healthcare is a not-for-profit community interest company providing a diverse
range of services to the NHS frontline, including urgent and emergency care,
primary care, out of hours services and NHS111. We care for patients across the
West and East Midlands a population totalling around 14 million. As a
socially conscious organisation, we provide compassionate, high-quality care to
our patients and offer a supportive work environment to our 2,500 DHU
employees. If you would like to find out more about us, you can visit our
website atOur profile: DHU
Healthcare.
Job description
Job responsibilities
- Support the Patient Involvement and Experience Manager and Patient Involvement and Experience Officer in delivering DHUs strategy around patient engagement and experience.
- Support the Patient Involvement and Experience Manager with any public engagement and involvement activities as directed.
- Support the Patient Involvement and Experience Officer with any public involvement in DHUs Observe and Act assessments and quality walkarounds.
- Support with gaining new and innovative ways to actively involve people who use our services.
- Develop, maintain, and manage an organisational database of stakeholders and stakeholder groups to enable involvement; actively seeking to engage a diverse range of people representative of DHUs patient population.
- Analyse patient feedback and insight data and support with the production of reports.
- Support with the provision of information around PPI activities/feedback from visits as required, e.g., for CQC requests, quality walkarounds, annual reports, and quality reports.
- Support with the management of the Patient Engagement and Experience Team inbox, ensuring all e-mails are responded to courteously and in a timely way or escalated as required.
- Facilitate the process for raising purchase order numbers for team activities.
- Support with the DHU PEET newsletters, i.e., put out a call for articles, help with identifying stories that are relevant for inclusion, support with editing, proof reading, and coordinating the design.
- Support and facilitate online meetings, such as focus groups etc. as required, using involvement tools such as Slido and break out rooms to promote interaction when appropriate.
- Support with the admin and planning for events.
- Support with the development and maintenance of DHUs Patient Engagement and Experience Teams online presence through its intranet, website, and social media networks, and exploring and developing further digital enabler to support the teams work.
Job description
Job responsibilities
- Support the Patient Involvement and Experience Manager and Patient Involvement and Experience Officer in delivering DHUs strategy around patient engagement and experience.
- Support the Patient Involvement and Experience Manager with any public engagement and involvement activities as directed.
- Support the Patient Involvement and Experience Officer with any public involvement in DHUs Observe and Act assessments and quality walkarounds.
- Support with gaining new and innovative ways to actively involve people who use our services.
- Develop, maintain, and manage an organisational database of stakeholders and stakeholder groups to enable involvement; actively seeking to engage a diverse range of people representative of DHUs patient population.
- Analyse patient feedback and insight data and support with the production of reports.
- Support with the provision of information around PPI activities/feedback from visits as required, e.g., for CQC requests, quality walkarounds, annual reports, and quality reports.
- Support with the management of the Patient Engagement and Experience Team inbox, ensuring all e-mails are responded to courteously and in a timely way or escalated as required.
- Facilitate the process for raising purchase order numbers for team activities.
- Support with the DHU PEET newsletters, i.e., put out a call for articles, help with identifying stories that are relevant for inclusion, support with editing, proof reading, and coordinating the design.
- Support and facilitate online meetings, such as focus groups etc. as required, using involvement tools such as Slido and break out rooms to promote interaction when appropriate.
- Support with the admin and planning for events.
- Support with the development and maintenance of DHUs Patient Engagement and Experience Teams online presence through its intranet, website, and social media networks, and exploring and developing further digital enabler to support the teams work.
Person Specification
Qualifications
Essential
- Educated to GCSE or equivalent.
- ECDL/CLAIT/Technical Certificate or equivalent.
- Strong administrative background 5+ years experience.
- Good working knowledge of Microsoft Office i.e., Word, Excel, Publisher, PowerPoint, and Outlook.
- Knowledge and experience of databases.
- Able to remain calm when communicating with emotional or angry people and use effective communication to deescalate the situation.
- Ability to analyse data and draft reports, identifying trends.
- Able to relate and respond to complex and sensitive enquiries.
- Ability to take notes at meetings and produce minutes.
- Knowledge of the public involvement agenda and legislation.
- Knowledge of the NHS and challenges for patients and carer's.
- Will be required to travel to a range of locations.
- May be some weekend and evening work to attend Patient & Public Involvement meetings/events.
Person Specification
Qualifications
Essential
- Educated to GCSE or equivalent.
- ECDL/CLAIT/Technical Certificate or equivalent.
- Strong administrative background 5+ years experience.
- Good working knowledge of Microsoft Office i.e., Word, Excel, Publisher, PowerPoint, and Outlook.
- Knowledge and experience of databases.
- Able to remain calm when communicating with emotional or angry people and use effective communication to deescalate the situation.
- Ability to analyse data and draft reports, identifying trends.
- Able to relate and respond to complex and sensitive enquiries.
- Ability to take notes at meetings and produce minutes.
- Knowledge of the public involvement agenda and legislation.
- Knowledge of the NHS and challenges for patients and carer's.
- Will be required to travel to a range of locations.
- May be some weekend and evening work to attend Patient & Public Involvement meetings/events.
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.
