Job summary
At Dartford and Gravesham NHS Trust we believe patient wellbeing and experience, alongside clinical quality, should be at the heart of everything we do. Patient experience starts with the patient, listening and designing the experience to meet the needs of our patients and their families. Are you passionate about ensuring our patients, their relatives and friends have outstanding experience of our care?
Main duties of the job
To provide a high level of customer service to patients, relatives and visitors who may need information or advice about Trust Services. To support and signpost people with concerns or queries to ensure timely resolution of issues. This will include the provision of in-reach services to engage with patients and their carers or relatives within our wards and departments. The post holder will also work in partnership with staff from the Claims, Complaints, Risk and Audit Departments and work as a member of a team and develop professional relationships with all staff and others with whom you come into contact with during the course of your work.
The post holder will also provide support to the Patient Experience lead in the distribution, collection and collation of any patient experience based surveys (including Friends & Family) on a daily basis from all ward/departmental areas which are eligible, ensuring that these are timely and effective in their purpose. They will also have the ability to enter, collate and extract data to provide meaningful reports for both the PALS and Patient Experience departments.
About us
We are committed to being an inclusive and diverse employer. We strive to employ people who reflect the communities we serve, and aim to create an inclusive culture where everyone can reach their full potential. Whatever your race, ethnicity, belief, generation, sexual orientation, gender or gender identity, disability or experience, you'll appreciate the opportunities we give you to work in an inclusive atmosphere. We welcome applications from people of diverse backgrounds, perspectives and experiences to build on the progress we've achieved to make our Trust diverse and the best place to work. We celebrate the diversity of thought, viewpoints and ideas that help us overcome challenges and embrace new possibilities. We have signed the Armed Forces Covenant Pledge and have a commitment to the Armed Forces Community.
If you are considering applying for a role, please be aware that as an NHS Employee you may have contact with vulnerable service users. We strongly encourage that all our staff are vaccinated against COVID-19 and are vaccinated annually against Flu, in order to protect the health and safety of our staff and patients. Your commitment will help us to put the safety and care of our patients first, as well as helping us to protect you and your colleagues.
Job description
Job responsibilities
This post will help to co-ordinate the PALS and the Patient Experience and Engagement Service ensuring that it operates according to the following principles:
To provide an identifiable, accessible, confidential and professional service to support patients and carers with queries and or concerns, providing information and advice to help them make contact with the NHS as easily as possible.
To act as a facilitator in relation to patient and carer concerns, helping to resolve them quickly and efficiently, improving the outcome of care in the process.
To seek the views of patients, carers and potential users and ensure they influence the Trusts culture and services and assist in the redesign of patient processes.
To act as a catalyst for change, feeding back patients and carers views, to share good practice and promote improvement of services.
To widely publicise the PALS and Patient Experience and Engagement service inside and outside of the Trust.
To act as the visible contact point enabling patients and the public to easily access the new systems of patient and public engagement. The Patient Experience Advice and Liaison Officer will attend and participate in the Trusts Patient Experience Forum (PEF) and other meetings and committees as required.
To support the reporting requirements of the service by facilitating the collection, retrieval and presentation of data and information for both internal and external reports.
Job description
Job responsibilities
This post will help to co-ordinate the PALS and the Patient Experience and Engagement Service ensuring that it operates according to the following principles:
To provide an identifiable, accessible, confidential and professional service to support patients and carers with queries and or concerns, providing information and advice to help them make contact with the NHS as easily as possible.
To act as a facilitator in relation to patient and carer concerns, helping to resolve them quickly and efficiently, improving the outcome of care in the process.
To seek the views of patients, carers and potential users and ensure they influence the Trusts culture and services and assist in the redesign of patient processes.
To act as a catalyst for change, feeding back patients and carers views, to share good practice and promote improvement of services.
To widely publicise the PALS and Patient Experience and Engagement service inside and outside of the Trust.
To act as the visible contact point enabling patients and the public to easily access the new systems of patient and public engagement. The Patient Experience Advice and Liaison Officer will attend and participate in the Trusts Patient Experience Forum (PEF) and other meetings and committees as required.
To support the reporting requirements of the service by facilitating the collection, retrieval and presentation of data and information for both internal and external reports.
Person Specification
Education and Training
Essential
- Good all round general education to GCSE standard, including English Language and Mathematics.
- NVQ Level 3 or equivalent
- Experience developing and maintaining administrative processes and procedures.
Desirable
- IT qualification (eg ECDL or equivalent
Knowledge
Essential
- Awareness of The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
- Knowledge of the Friends & Family test and its purpose
- Experience developing and maintaining administrative processes and procedures.
- Ability to deal with distressing circumstances/challenging people
- Good administration skills
- Excellent oral and written communication skills
- Knowledge of IT systems and software programmes such as Outlook, Word, Excel, PowerPoint and Access 2010.
- Understanding of Confidentiality and Data Protection Act.
- Good organisational skills
- Keyboard skills
- Able to cope with emotionally demanding and challenging people on a frequent basis
- Ability to prioritise and work to tight deadlines
Experience
Essential
- Customer Service experience
- Experience of data collection and data entry and data extraction to provide meaningful data
- Analytical techniques/skills
Desirable
- Experience of working within an acute NHS Trust
- Experience of using Datix, Gather/SNAP and/or Patient Administration databases and Excel
- Experience of working in NHS Complaints or PALS
- Experience of undertaking customer experience surveys
Personal Attributes
Essential
- Compassionate but assertive
- Tactful
- Diplomatic
Person Specification
Education and Training
Essential
- Good all round general education to GCSE standard, including English Language and Mathematics.
- NVQ Level 3 or equivalent
- Experience developing and maintaining administrative processes and procedures.
Desirable
- IT qualification (eg ECDL or equivalent
Knowledge
Essential
- Awareness of The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
- Knowledge of the Friends & Family test and its purpose
- Experience developing and maintaining administrative processes and procedures.
- Ability to deal with distressing circumstances/challenging people
- Good administration skills
- Excellent oral and written communication skills
- Knowledge of IT systems and software programmes such as Outlook, Word, Excel, PowerPoint and Access 2010.
- Understanding of Confidentiality and Data Protection Act.
- Good organisational skills
- Keyboard skills
- Able to cope with emotionally demanding and challenging people on a frequent basis
- Ability to prioritise and work to tight deadlines
Experience
Essential
- Customer Service experience
- Experience of data collection and data entry and data extraction to provide meaningful data
- Analytical techniques/skills
Desirable
- Experience of working within an acute NHS Trust
- Experience of using Datix, Gather/SNAP and/or Patient Administration databases and Excel
- Experience of working in NHS Complaints or PALS
- Experience of undertaking customer experience surveys
Personal Attributes
Essential
- Compassionate but assertive
- Tactful
- Diplomatic
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.
