Patient Experience Officer

Job overview

This post is for internal candidates to South Tees Trust. If you are not currently working within the trust your application will not be reviewed and automatically rejected at shortlisting stage. Please be aware of this when submitting your application.

The post holder will assist with the delivery of the patient experience portfolio, monitoring and reporting on this, and assist in sustaining a culture of measured improvement.

The post holder will engage on a daily basis with patients, families and staff, through the complaints process, by telephone, face-to-face, email, or by interviews/questionnaires during ward visits . Demonstrating a high level of empathy and understanding towards the feelings and opinions of patients, their relatives and carers.

Communicating with patients, carers and relatives how to provide feedback on their experience of care and treatment in a way which meets their needs, demonstrating an attitude which respects and values service users’ and their relatives and carers.

This post may close at sufficient applicants.

Main duties of the job

• Facilitate the patient / carer / relative feedback either by telephone, email, or face-to-face advising on the appropriate method to meet their needs, discussing their concerns in order to seek opportunities to provide early resolution.
• Directing concerns to the appropriate staff ensuring compliance with the local resolution stage of the Trusts complaints policy to the satisfactory conclusion of the complainant.
• To demonstrate understanding, empathy, and discretion when dealing with simple and complex issues in sometimes challenging circumstances.
• To maintain the feedback module on the trust internal reporting system and ensure appropriate timeframes are being adhered to.
• Undertake sentiment analysis on the trust patient experience feedback system, highlighting positive and negative feedback to the appropriate lead.
• Monitor the action centre within the patient experience feedback system, to ensure timely resolution.
• Monitoring of the Friends and Family Test and patient experience feedback
• Produce reports on Patient Experience Feedback
• Supporting wards departments in the collection and analysis of the data from FFT and patient experience feedback.
• Monitoring compliance of KPIs for wards and departments in relation to patient experience feedback surveys.
• Support the National patient experience survey program.
• Support the identification of patient stories to share with Trust Board / Patient Experience Steering Group

Working for our organisation

Leadership and Improvement Training

You will be expected to attend the New and Aspiring leaders programme, and the Foundation Quality Improvement Programme that the Trust delivers. After you complete this one and a half day of training you will be able to explore further leadership and improvement training opportunities, we offer further in-house courses and bitesize programmes and leadership apprenticeships at level 3,5 and 7.

Detailed job description and main responsibilities

Please see the full job description and person specification document(s) attached for main responsibilities of the role.

Person specification

Qualifications

• GCSE in Maths and English (A-C/4-9) or Functional Skills (level 2)
• Knowledge of secretarial and administrative procedures and systems, the majority of which are non-routine, acquired through training and experience to Vocational Level 3 or equivalent; plus knowledge of specialist functional/medical/legal terms, organisational policies and procedures and knowledge and experience to deal with non-routine issues such as problem solving for an area of work or developing alternative or additional procedures.

• Good understanding of current government and NHS Strategy and policy in respect of clinical governance, audit and effectiveness.

Knowledge

• Demonstrate a high level of emotional intelligence i.e. an ability to discuss stressful and emotional feelings, understand the feelings and opinions of others, as well as build a supportive relationships based on trust.
• Knowledge of Patient and Carer Feedback policies and their implementation in practice
• Experience of dealing with difficult and challenging situations
• Ability to listen and document feedback concisely and without bias
• Excellent time management and organisational skills
• Knowledge of National Guidance and Standards e.g. NICE, National confidential Enquiries and CQC in order to encourage and support clinicians in the development of patient experience initiatives leading to quality improvement.
• IT skills (Microsoft Office applications including the use of spread sheets, databases and other software packages for data extraction).
• Use software databases to design tools, collate and analyse data and run reports to support audit activity
• Knowledge of confidentiality i.e. Caldicott, Ethics and Data Protection.

Experience

• Experience and understanding of the principles of patient centred care.

Disclosure and Barring Checks (DBS)

It is now the policy of South Tees Hospitals NHS Foundation Trust that all successful candidates who are new to the Trust who require DBS clearance for the post they have been offered, are required to pay the cost of their DBS. The method of payment for this is via salary deduction from your first month's pay.

Equality, Diversity and Inclusion

All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. We welcome applications from the Black and Minority Ethnic (BAME) Network; LGBT+ Network; Disability and Long-Term Health Conditions Network, Faith Network, Childless not by Choice Network and the Menopause Support Group.

As an inclusive employer, we are here to support you.

If you have any special requirements to help you with your application, email our team at [email protected]

The Trust encourages and supports all applicants to be fully vaccinated against both COVID19 and influenza.

Please be aware, there are occasions where some vacancies may close prior to the closing date advertised. This will only happen where sufficient applications are received AND will be made evident on the job advert.

Please note if you are successfully shortlisted, we will contact you via the email address that you have applied from so please ensure you check your emails regularly.

Existing employees of South Tees NHS Foundation Trust currently on the Redeployment Register, who meet the essential criteria for this post, will be shortlisted and interviewed prior to all other applicants.

IMPORTANT - Please ensure you read the 'Guidance Notes for Applicants' document attached to this advert before you start to complete your application form.

This document provides detailed advice regarding the completion of your application form.

The guidance document also provides in detail what identification and certificates you must provide at interview should you be shortlisted.

Personal references and references from colleagues are not acceptable.

Unfortunately we are unable to respond to all applicants and those who are not contacted within six weeks of the closing date should assume that their application has been unsuccessful.