Quality and Patient Experience Officer - Worcester - ref. b13673615
The ICB strives to be a supportive, caring employer and expects all colleagues to behave in a professional, inclusive and respectful manner and to demonstrate the values which underpin our vision for the population of Herefordshire and Worcestershire:
- Kindness
- Trust
- Honesty
- Fairness
- Respect
Job overview
At Herefordshire and Worcestershire Integrated Care Board (HWICB), we are looking for a candidate with strong report writing and analytical skills who is interested in supporting patient experience within HWICB Nursing and Quality Team. We are seeking a dedicated and proactive Patient Experience and Engagement Support Officer to assist in implementing communication and engagement strategies, supporting patient experience initiatives, and contributing to quality improvement projects across Herefordshire and Worcestershire.
Main duties of the job
In this role, you will assist with the implementation of the Communications and Engagement Strategy and manage the patient and public membership scheme, which includes registering new members, updating the database, and organising meetings. You will plan and conduct engagement activities with seldom-heard groups and support the compilation of reports.Organising and attending engagement events and meetings will also be part of your responsibilities, along with drafting new engagement-related policies and assisting with survey and research activities. Additionally, you will manage incoming and outgoing communication and process volunteer expenses.
You will gather, analyse, and report on patient experience data from Worcestershire, while building and maintaining relationships with local communities, patient groups, and their representatives. Collecting patient stories and feedback through established channels will be a key task.You will also support patient experience activities for HWICB and provide advice on feedback methodologies, identifying opportunities for improvements in patient experience.
You will assist the HWICB Quality Team with various projects, including data gathering and analysis, and support initiatives. Additionally, you will collect and analyse patient experience data to identify trends and insights, facilitate the collection of ‘Patient Stories’ across various pathways and themes, and support patient safety processes and service concern handling.
Working for our organisation
HWICB and its partners work collaboratively to commission, plan, monitor, deliver and improve health and care services for over 806,000 people across two counties and surrounding boundaries. With a workforce of over 300 employees and a budget of £1.19 billion to commission hospital, community and mental health services, it is a dynamic, forward-looking and vibrant place to work, set within the backdrop of some of the country's most beautiful countryside.
We provide a supportive and collaborative environment, offering opportunities for our staff to reach their full potential and develop a rewarding career. We enable our employees to achieve a positive work-life balance through a blend of collaborative workplace attendance combined with regular home working. Joining our inclusive and innovative team comes with a range of attractive benefits including:
- Employee Assistance Programmes and access to a wealth of on-line health and wellbeing support
- Competitive NHS Pension Scheme
- Comprehensive opportunities to learn new skills and to develop your career within a caring and inclusive environment.
- Generous holiday entitlement, which increases in line with service, with the opportunity to purchase additional leave.
- Flexible working patterns to support work-life balance.
Detailed job description and main responsibilities
Engagement- Assist in implementing the Communications and Engagement Strategy across Herefordshire and Worcestershire
- Administer the patient and public membership scheme, which will include registering new members, updating the database, organising meetings.
- Plan and conduct engagement activity with seldom heard groups
- Support in collation of reports, including the Equality Annual Report and the Equality Delivery System 2
- Support engagement activity e.g. planning, administering and attending events and meetings
- Support the compilation and drafting of new engagement related policies
- Assist with specific survey and research activity
- Deal with incoming and outgoing email and post appropriately including the processing of volunteer expenses
- Gather, analyse and report on Patient Experience in Worcestershire
- Build and maintain good relationships local community, patient groups and their representatives
- Meet individual patients, build rapport, record and analyse Patient Stories
- Gather patient experience through established channels e.g. care opinion
- Triangulate patient data and produce Patient Experience Reports for PPI Governing Body Report and Quality Sub-Group
- Support the gathering of Patient Experience for HWICB transformation projects including Integrated Care
- Provide a source of expert advice and support on the various methodologies used to obtain feedback
- Identify opportunities for patient experience and to co-ordinate, record and track where patient experience takes place
- Provide support for local conflict resolution working with the Patient Stakeholder Liaison Officer when required
- Support the HWICB Quality Team with projects, visits, data gathering and analysis (including patient experience/nursing home dashboard and other data sets as agreed).
- Support project-based work e.g. LeDeR
- Organise and administer the Activity Co-ordinators Network
- Provide Patient Experience input and support to Quality Assurance Visit Teams
- Triangulate patient experience data and analyse trends
- Collect/facilitate the collection of ‘Patient Stories’ across an agreed range of pathways or themes, working with Non-Executive Patient Experience Governing Body members to provide the patient’s perspective at the Quality, Performance and Resource Committee and other forums as agreed.
- Support the patient safety (serious incidents) and service concern process.
This job description is not intended to be an exhaustive list of duties but to give a guide to the objectives and responsibilities of the post. For full description, please see the attached Job Description.
Person specification
Experience
Essential criteria- Current knowledge of NHS communications, patient and public engagement issues
- Previous experience of dealing with challenging situations where tact and sensitivity are required
Qualifications
Essential criteria- Degree or equivalent NHS experience
Skills
Essential criteria- Excellent communication skills, both written and verbal, with an ability to deal with sensitive and difficult situations.
- Ability to create and build effective relationships and demonstrate empathy to patients
- Highly organised, skilled at prioritising demanding work load and conflicting deadlines, remaining efficient under pressure and flexible to unexpected demands
- Analytical skills
- Experience with report writing
** Please Note **
In the event of exceptionally high levels of response, we reserve the right to close the post before the date stated above in order to prevent the number of applications received being unmanageable. You are advised to submit your completed application form as soon as possible to have the best chance of being considered.
Please note that candidates will be shortlisted against the criteria outlined within the Person Specification, therefore to avoid disappointment please ensure you meet the requirements of the role before applying and that you are able to demonstrate these requirements throughout your application form.
The salary range for this post is determined in line with the national Agenda for Change Terms and Conditions of Service. Please note that new entrants to the NHS will normally commence on the first paypoint of the relevant band.