Job responsibilities
1. To support patient and public involvement activities
1.1 Working with Experience and Involvement Leads, to recruit and train patient experts across a range of projects and programmes whilst ensuring that participants are representative of the communities that we serve. To maintain the involvement register
1.2 Working with clinical and non-clinical staff, to deploy and support patient experts within clinical settings and services to work alongside frontline teams to drive changes and improvement to services and patient experiences
1.3 To organise events, workshops and involvement activities (either face-to-face or virtual) to ensure patients and communities inform the work that we do. This will involve ensuring that all opportunities are accessible to our diverse communities.
1.4 To support patient experience team with developing relationships with voluntary and community sector organisations that support our work, ensuring that all relevant information is captured on the involvement register
1.5 Working with the communications team, to develop and disseminate marketing materials that promote involvement opportunities to our patients and communities
2. To support establishing an impact function
2.1 Working with the patient experience team, to support the development of methodologies to assess outcomes, impact and effectiveness of the improvement projects implemented. This will involve supporting teams and staff with development of surveys and providing advice on approaches to involvement
2.2 To develop, recruit, train and support social research volunteers ensuring that they conduct activity in line with the Trusts policies and procedures. Working with social research volunteers, to undertake surveys to evaluate programme delivery
2.3 To ensure that data captured via research, evaluation or involvement activities is accurately recorded and maintained
2.4 To analyse, interpret and present information in a way that allows timely decision-making and action.
3. To provide an efficient and comprehensive project and administrative support to the patient experience team in the planning and delivery of agreed projects, Key Performance Indicators and activities
3.1 Maintain efficient office systems, including filing, record-keeping, and supplies management to support the smooth running of the Experience and Involvement team:
Act as the first point of contact for general enquiries, ensuring timely and professional responses.
Monitor and manage the Patient and Public Involvement (PPI) mailbox, ensuring all queries are acknowledged and responded to promptly, and escalate complex or sensitive issues to the appropriate team member.
3.2 Working alongside patients and communities, to participate in quality improvements initiatives that contribute to improving patient experiences across Kings College Hospital. To own and deliver on component parts of projects and micro projects that contribute to wider programmes of work
3.3 To take a proactive approach to solving problems, presenting solutions that, where appropriate, have been co-designed with local people and communities
3.4 To develop and continually improve processes and systems of work within the team. To maintain the co-production toolkit (tools, templates and policies to support patient and public involvement activities)
3.5 To work alongside Experience and Involvement Leads, to organise and co-ordinate programmes of work and project meetings, supporting the Leads to maintain project trackers and action logs
3.6 To contribute to the Trusts compliance with requirements in relation, but not limited, to:
CQCs Regulation 9: Person Centred care
CQCs Regulation: 10 Dignity and respect
CQCs Regulation 12: Safe Care and Treatment
CQCs Regulation 14: meeting nutritional and hydration needs
National Health Service Act Section 242 Duty to involve
NHS Englands Working in partnership with people and communities: Statutory guidance
3.7 To organise and attend meetings. This includes compiling the agendas and relevant paperwork and circulation of the papers, taking formal minutes, following up actions, and undertaking tasks. Ensure that programme records and information are maintained
4. Communication and representation
4.1 To attend meetings on behalf of the team and to represent the interests and objectives of the patient experience function
4.2 To develop close working relationships with service managers, frontline staff and care groups. To persuade staff of the importance of the project, negotiating with and motivating patients, communities and clinical and non-clinical staff on project delivery, including linking in with other initiatives
4.3 To communicate sensitive information about performance and change, making routine presentations
General
- The post holder has a general duty of care for their own health, safety and wellbeing and that of work colleagues, visitors and patients within the hospital, in addition to any specific risk management or clinical governance accountabilities associated with this post.
- To observe the rules, policies, procedures and standards of King's College Hospital NHS Foundation Trust together with all relevant statutory and professional obligations.
- We want to be an organisation where everyone shares a commitment to delivering the very best care and feels like their contribution is valuable and valued.
- At Kings we are a kind, respectful team:
Kind. We show compassion and understanding and bring a positive attitude to our work
Respectful. We promote equality, are inclusive and honest, speaking up when needed
Team. We support each other, communicate openly, and are reassuringly professional
- To observe and maintain strict confidentiality of personal information relating to patients and staff.
- To be responsible, with management support, for their own personal development and to actively contribute to the development of colleagues.
- This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this description will be subject to review in consultation with the post holder.
- All employees must hold an 'nhs.net' email account which will be the Trust's formal route for email communication.
- Everyone is responsible for promoting inclusion no matter their role or team. At Kings, we want to create an environment where everyone feels valued, respected and welcomed
Safe Guarding
The Trust takes the issues of Safeguarding Children, Adults and addressing Domestic Abuse very seriously. All employees have a responsibility to support the organisation in our duties by;
- attending mandatory training on safeguarding children and adults
- familiarising themselves with the Trust's processes for reporting concerns
- reportingany safeguarding child or adult concerns appropriately
Infection Control Statement
The post holder has an important responsibility for and contribution to infection control and must be familiar with the infection control and hygiene procedures and requirements when in clinical areas.
The post holder has an important responsibility for and contribution to make to infection control and must be familiar with the infection control and hygiene requirements of this role.
These requirements are set out in the National Code of Practice on Infection Control and in local policies and procedures which will be made clear during your induction and subsequent refresher training. These standards must be strictly complied with at all times.
