University Hospitals Birmingham NHS Foundation Trust

Band 5 Patient Experience Officer

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Job summary

University Hospital Birmingham (UHB) NHS Foundation Trust is an incredibly rewarding place to work and recognised as one of the leading NHS Trusts in the UK.

With more than 24,000 members of staff, we are committed to the development, health and well-being of our people. As a Trust, our focus is on the care and support we give to our patients their families and our communities. To do this, we continually seek to understand the experiences of our patients, carers and relatives.

To ensure we continue to deliver on this we are looking to recruit a Patient Experience Officer, with the opportunity to make a real difference to patients their families and the wider community.

Your role is essential in understanding patient experience data from a variety of local and national sources to help identify trends, strengths and opportunities for improvement.

Reporting to the Patient Experience / Carer Support Services Manager, you will play a pivotal role in supporting your team and colleagues across the organisation to both capture and understand experiences of care.

In return you'll receive:

* Generous NHS pension

* Job security

* Childcare vouchers

* Wide range of LGBT+ initiatives and staff networks

* Health service discounts and online benefits

* 27 days' leave, plus bank holidays (rising to 29 after 5 years' service and 33 after 10 years)

* Training and development opportunities

Main duties of the job

You will work closely with the Patient Experience Manager to plan and prioritise workloads of the team. You will have a can-do attitude, strong interpersonal skills, be curious in your approach and will continually seek to amplify the patient voice and drive changes in experience of care at UHB.

Your role is essential in understanding patient experience data from a variety of local and national survey sources to help identify trends, strengths and opportunities for improvement.

You, as the successful candidate, will have strong communication skills to work with both patients, families to creating accounts of their experiences together with volunteers, and a wide range of staff groups both internally and externally. Training would be provided on use of open shot video editor, experience of recording video clips is desirable, but not essential.

You will be based at the Queen Elizabeth Hospital and will be required to travel across all four UHB hospital sites to support the delivery of the role.

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

University Hospitals Birmingham is a Smoke-Free premises hospital.

Date posted

26 September 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£29,970 to £36,483 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

304-1087530DH

Job locations

Trustwide

Mindelsohn Way

Birmingham

West Midlands

B15 2TH

Job description

Job responsibilities

*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

Job description

Job responsibilities

*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

Person Specification

Qualifications

Essential

* Degree or equivalent knowledge, training and experience
* 5 GCSE's (grades A-C) including English, Maths or the equivalent or
* 3 A Levels or
* NVQ Level 5

Desirable

* ECDL advanced
* Teaching/Training qualification e.g. ENB 998, City &Guilds 7307, Certificate in Education or Diploma in Education or equivalent qualification

Experience

Essential

* Experience of dealing with patients and the public/customer service experience
* High proficiency of working with a range of Microsoft Office packages (eg. Word, PowerPoint, Excel and Outlook)
* Experience of working in a busy environment working independently and exercising judgment and decision-making skills
* Experience of obtaining, and using feedback using a variety of different methodologies
* Experience of participating in the delivery and implementation of projects within an agreed timescale
* Experience of managing and interpreting data

Additional Criteria

Essential

* Excellent communication / customer care skills both written and verbal demonstrating sympathy and compassion
* Able to adapt style of communication to the subject and audience, showing an ability to communicate effectively with other professionals, patients and members of the public
* Ability to pay attention to detail where there are unpredictable interruptions to the work pattern
* Ability to deal with stressful situations and sensitive issues
* Ability to work under pressure whist meeting deadlines and targets and adapt to changes in demand and workload
* Able to use own initiative
* Interpersonal skills required include listening skills, persuading, influencing, advising, negotiating, motivating, training, reassurance
* Ability to interpret facts and figures
* Able to identify problems and propose solutions or improvements
* Ability to produce written reports
* Ability to conduct audits
* Excellent keyboard / IT skills ensuring accuracy
* Highly developed prioritisation skills
* Reliable and punctual
* Self-confident and assertive
* Empathic attitude to patients, carers and the public

Desirable

* Knowledge of the national and local agenda relating to Patient Experience
* Knowledge of current acute hospital Trust priorities in the context of national policies

Person Specification

Qualifications

Essential

* Degree or equivalent knowledge, training and experience
* 5 GCSE's (grades A-C) including English, Maths or the equivalent or
* 3 A Levels or
* NVQ Level 5

Desirable

* ECDL advanced
* Teaching/Training qualification e.g. ENB 998, City &Guilds 7307, Certificate in Education or Diploma in Education or equivalent qualification

Experience

Essential

* Experience of dealing with patients and the public/customer service experience
* High proficiency of working with a range of Microsoft Office packages (eg. Word, PowerPoint, Excel and Outlook)
* Experience of working in a busy environment working independently and exercising judgment and decision-making skills
* Experience of obtaining, and using feedback using a variety of different methodologies
* Experience of participating in the delivery and implementation of projects within an agreed timescale
* Experience of managing and interpreting data

Additional Criteria

Essential

* Excellent communication / customer care skills both written and verbal demonstrating sympathy and compassion
* Able to adapt style of communication to the subject and audience, showing an ability to communicate effectively with other professionals, patients and members of the public
* Ability to pay attention to detail where there are unpredictable interruptions to the work pattern
* Ability to deal with stressful situations and sensitive issues
* Ability to work under pressure whist meeting deadlines and targets and adapt to changes in demand and workload
* Able to use own initiative
* Interpersonal skills required include listening skills, persuading, influencing, advising, negotiating, motivating, training, reassurance
* Ability to interpret facts and figures
* Able to identify problems and propose solutions or improvements
* Ability to produce written reports
* Ability to conduct audits
* Excellent keyboard / IT skills ensuring accuracy
* Highly developed prioritisation skills
* Reliable and punctual
* Self-confident and assertive
* Empathic attitude to patients, carers and the public

Desirable

* Knowledge of the national and local agenda relating to Patient Experience
* Knowledge of current acute hospital Trust priorities in the context of national policies

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

University Hospitals Birmingham NHS Foundation Trust

Address

Trustwide

Mindelsohn Way

Birmingham

West Midlands

B15 2TH

Employer's website

https://www.uhb.nhs.uk/jobs.htm (Opens in a new tab)

Employer details

Employer name

University Hospitals Birmingham NHS Foundation Trust

Address

Trustwide

Mindelsohn Way

Birmingham

West Midlands

B15 2TH

Employer's website

https://www.uhb.nhs.uk/jobs.htm (Opens in a new tab)