NHS 111 Patient Experience Facilitator

DHU Healthcare

Information:

This job is now closed

Job summary

DHU Healthcare provides quality primary healthcare services. As a not for profit social enterprise, we have a commitment to high standards, a proactive approach towards patient care and to achieving the delivery of a patient focused service. An exciting opportunity has arisen for a Complaints Facilitator to join our DHU 111 Team.

The NHS 111 Patient Experience Facliltator 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 trend identified.

A commitment to a quality service and excellence in all that DHU 111 undertakes are integral to the role and its contribution to the development of the service.

Main duties of the job

The NHS 111 Patient Experience Facilitatorwill 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 trend identified.

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 operate 365 days a year, 24 hours a day across a wide geographical area including Derbyshire, Northamptonshire; Nottinghamshire; Leicester, Leicestershire & Rutland; Lincolnshire, Milton Keynes, Bath, North East Somerset, Swindon and Wiltshire a population totalling around ten million. A socially conscious organisation, we provide compassionate, safe, high-quality care to our patients and the communities we serve and offer a supportive work environment to our 2,000 people. You can find out more about us at Our profile :: DHU Healthcare

Date posted

18 May 2023

Pay scheme

Other

Salary

£23,949 to £26,282 a year Pro Rata Per Annum

Contract

Permanent

Working pattern

Full-time

Reference number

M0051-PEF-OLDBURY

Job locations

Birchfield House

Joseph Street

Oldbury

B692AQ


Job description

Job responsibilities

DHU 111 Patient Experience Facilitator

DHU 111 (East Midlands) CIC provides quality primary healthcare services. As a not for profit social enterprise, we have a commitment to high standards, a proactive approach towards patient care and to achieving the delivery of a patient focused service. An exciting opportunity has arisen for a Patient Experience Facilitatorto join our DHU 111 Team.

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 trend identified.

A commitment to a quality service and excellence in all that DHU 111 undertakes are integral to the role and its contribution to the development of the service.

The ideal candidate will be:

An accredited NHS Pathways user

In depth knowledge of the Clinical Advisor role

Able to 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.

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

Effective at time management and organisational skills

The ability to work to tight deadlines

Able to travel to all sites if required

Able to work unsocial hours and bank holidays

It is expected that the NHS 111 clinical auditor position will cover mainly in hours, with the expected online time required for this position will cover shifts working according to the needs of the service including weekend and bank holiday working.

Applicants need to provide evidence of how they meet the person specification in their application

Job description

Job responsibilities

DHU 111 Patient Experience Facilitator

DHU 111 (East Midlands) CIC provides quality primary healthcare services. As a not for profit social enterprise, we have a commitment to high standards, a proactive approach towards patient care and to achieving the delivery of a patient focused service. An exciting opportunity has arisen for a Patient Experience Facilitatorto join our DHU 111 Team.

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 trend identified.

A commitment to a quality service and excellence in all that DHU 111 undertakes are integral to the role and its contribution to the development of the service.

The ideal candidate will be:

An accredited NHS Pathways user

In depth knowledge of the Clinical Advisor role

Able to 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.

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

Effective at time management and organisational skills

The ability to work to tight deadlines

Able to travel to all sites if required

Able to work unsocial hours and bank holidays

It is expected that the NHS 111 clinical auditor position will cover mainly in hours, with the expected online time required for this position will cover shifts working according to the needs of the service including weekend and bank holiday working.

Applicants need to provide evidence of how they meet the person specification in their application

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
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

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)

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)

For questions about the job, contact:

Recruitment

Courteney Feurtado

courteney.feurtado@dhuhealthcare.nhs.uk

03001000410

Date posted

18 May 2023

Pay scheme

Other

Salary

£23,949 to £26,282 a year Pro Rata Per Annum

Contract

Permanent

Working pattern

Full-time

Reference number

M0051-PEF-OLDBURY

Job locations

Birchfield House

Joseph Street

Oldbury

B692AQ


Supporting documents

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