Patient Liaison Officer, Emergency Department

Job summary

The Trust aims to provide the highest standard of care for all our patients and an exciting opportunity for a new and developing role has been created in order to maintain this standard within our department. The candidate needs to be aware that this role is subject to review in order to ensure it meets the need of the service going forward.

We are looking for someone assertive and adaptable to fulfil this position as they will be supporting the department's implementation of service improvement and the general development of the role.

To provide a service to our patients and their families ensuring they can keep connected while in the department. The role is key in the support of the emotional well being of the patient, providing a creative and practical means to maintain two-way communication with the family, loved ones and carers. You will advocate for the patient and their families in order to raise any concerns which require a response from the nursing or medical staff.

The post holder will establish, coordinate and monitor processes for the delivery of the service and provide regular data analysis. The post holder will act as a role model to others in all aspects of their work and demonstrate the trust values. They will develop a culture that promotes equality, values diversity and maintains health, safety and security standards.

Main duties of the job

• Support the implementation of appropriate service evaluation and feedback, including collecting and sharing experiences of care through the friends and family testing and "What matters to me" (WMTE).
• To engage with patients, completing "What matters to me" via Hive.
• Establish and maintain positive working relationships with relevant stakeholders to promote the service and provide feedback on the service received.
• Supporting the nursing staff and advocating for the patients by being the first port of call for relatives contacting the department.
• Supporting patients who are vulnerable, creating a welcoming environment and updating them on the hospital process.
• Improve patient safety, clean rooms, orderliness, and clinical quality within the Emergency Department at NMGH

• Ensure the effective storage of lost property and transfer of patient's property to the ward.
• Identifying and ordering hospital beds for frail and vulnerable patients
• Working closely alongside the Nurse in charge to escalate any complaints or concerns.
• To promote and engage with IQP and unit changes.
• Reduce the number of complaints within the department by improving patient experience.
• To promote John's Campaign to ensure our service users and families remain connected.
• To support and promote quality visiting times to patient's relatives.

About us

MFT is England's largest NHS Trust with a turnover of £2.5bn & is on a different scale than most other NHS Trusts. We're creating an exceptional integrated health & social care system for the 1 million patients who rely on our services every year.

Bringing together 10 hospitals & community services from across Manchester, Trafford & beyond, we champion collaborative working & transformation, encouraging our 28,000 workforce to pursue their most ambitious goals. We set standards that other Trusts seek to emulate so you'll benefit from a scale of opportunity that is nothing short of extraordinary.

We've also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research and innovation through the introduction of Hive; our brand-new Electronic Patient Record system which we've launched in September 2022.

We're proud to be a major academic Research Centre & Education provider, providing you with a robust infrastructure to encourage and facilitate high-quality research programmes. What's more, we're excited to be embarking on our new Green Plan which will set out how MFT continues to play its part in making healthcare more sustainable.

At MFT, we create and foster a culture of inclusion and belonging, provide equal opportunities for career development that are fair, open and transparent, protecting your health and wellbeing and shaping the future of our organisation together.