Patient Surveys Facilitator

Job summary

The post holder will support the patient experience portfolio in the coordination of the patient experience surveys across all services in the South Tees Hospitals NHS Foundation Trust. Promoting and providing support and expert advice to staff in relation to the Friends and Family Test and local / National patient experience surveys. Supporting staff to develop ad hoc surveys to elicit the patient experience for the purpose of learning and improvement. They must demonstrate an attitude which respects and values service users' and their relatives and carers. Supporting patients, carers and relatives to complete, where appropriate, surveys over the telephone or face to face.

They will support the Patient Experience and Involvement portfolio working and liaising with staff across the organisation embedding and further develop the Trust's policy, strategy and procedures in relation to the patient experience. They will assist in developing means to receive feedback from patients', relative and carers and difficult to reach patient groups. They will, using feedback assist with the development of work streams to improve the patient experience and to support the patient experience steering group, patient feedback and patient partnership groups.

Main duties of the job

• Maintain the Friends and Family Test and real time inpatient feedback through the Trust internal feedback system.
• Maintain the national patient experience survey program
• Work with senior staff in the organisation to develop action plans based on National survey feedback and monitoring
• Interpretation, analysis and triangulation of data for patient experience, such as National surveys.
• Provide reports on the feedback from the local and National surveys.
• Providing and receiving contentious information regarding patient care and early escalation of serious concerns identified via patient feedback.
• Support staff in the creation patient experience surveys.
• Advice and support to clinical/non-clinical staff on methods for obtaining patient feedback
• Analysis of patient feedback data from all sources for reporting purposes and to support improvement work
• Support staff in using the Trust feedback system to improve the patient experience, for example, 'You said, We did'.
• Support in the identification of patient and staff stories to share with Trust Board / Patient Experience Steering Group.
• Coordinate the Governor Drop in's
• Work across sites as appropriate.

About us

South Tees Hospitals NHS Foundation Trust offers leadership and improvement training to all new staff. This training programme has been designed to support our staff in developing their understanding of leadership and management skills. You will be expected to attend the following training sessions:

Your Leadership Impact

Leading Your Team to Success

Service Improvement for Beginners

Developing your Service Improvement Skills

The leadership and improvement programme aims to:

Explore leadership within the NHS

Promote Trust values and behaviours

Develop your leadership effectiveness and skills

Equip you with the necessary knowledge and skills to lead and complete service improvements within the scope of your role.

After you complete these three and a half days of training you will be able to explore further leadership and improvement training opportunities. We also offer further in-house courses and bitesize programmes through our Leadership and Improvement Team.

Employer details

Employer name

South Tees Hospitals NHS Foundation Trust

Address

The James Cook University Hospital

Marton Road

Middlesbrough

TS4 3BW

Employer's website

https://www.southtees.nhs.uk/ (Opens in a new tab)

---

Employer details

Employer name

South Tees Hospitals NHS Foundation Trust

Address

The James Cook University Hospital

Marton Road

Middlesbrough

TS4 3BW

Employer's website

https://www.southtees.nhs.uk/ (Opens in a new tab)

---