Hull University Teaching Hospitals NHS Trust

Patient Experience Officer

Information:

This job is now closed

Job summary

We have an exciting opportunity for an individual who can join our team of people dedicated to coordinating our PALS (Patient Advice and Liaison Service).

It is essential to have experience of working within a healthcare setting, we are first and foremost looking for an individual who can successfully work as part of a team.

The successful individual will be passionate about delivering the right outcome for the users of PALS with a focus on patient experience, and will have a track record of with working with a wide range of stakeholders. Excellent IT skills are essential to this role.

Please note that this advertised vacancy does not meet the UKVI eligibility requirements for a Skilled Worker Visa and therefore HUTH would not be able to issue a Certificate of Sponsorship for this role.

Main duties of the job

With a background in working with people the successful applicant will have the following deliverables:

  • Identify actions to keep the PALS work stream on track
  • Participate positively and promote continuous improvement by recommending changes that will improve results whilst retaining team spirit
  • Engagement with key stakeholders to ensure service delivery and escalate where any key performance indicators may be going off-track
  • Demonstrate a can do attitude to making a difference with excellent customer service skills

About us

The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.

Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.

Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.

As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.

We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.

Details

Date posted

18 December 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year per annum

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Part-time

Reference number

356-24-6778717

Job locations

Hull Royal Infirmary

Anlaby Road

Hull

HU3 2JZ


Job description

Job responsibilities

For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.

Job description

Job responsibilities

For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.

Person Specification

Experience of Admin Role

Essential

  • Excellent verbal, written and presentational communication skills
  • Good standards of interpersonal skills and diplomacy
  • Ability to handle highly complex, sensitive and contentious information from complainants
  • Ability to facilitate meetings between multi-agency organisations and complainant
  • Ability to take accurate minutes and write reports
  • Excellent IT skills, experience and ability to use Microsoft Office applications, databases and other systems as required

Desirable

  • Good knowledge of the Patient Advice and Liaison Service
  • Good knowledge of NHS organisational structures

Communication

Essential

  • Good listener with excellent communication skills
  • The post holder will have the ability to handle highly complex, sensitive and contentious information from complainants and members of staff across organisational boundaries. oAbility to communicate and facilitate meetings with complainants/clients, within potentially emotionally charged situations.
  • A high standard of accurate grammar and spelling
  • Demonstrates empathy and compassion toward patients and their families

Qualifications

Essential

  • Evidence of continued professional development
  • ECDL or equivalent
  • Qualification or equivalent relevant experience in complaints, legal or customer care role

Desirable

  • Qualification in administration
Person Specification

Experience of Admin Role

Essential

  • Excellent verbal, written and presentational communication skills
  • Good standards of interpersonal skills and diplomacy
  • Ability to handle highly complex, sensitive and contentious information from complainants
  • Ability to facilitate meetings between multi-agency organisations and complainant
  • Ability to take accurate minutes and write reports
  • Excellent IT skills, experience and ability to use Microsoft Office applications, databases and other systems as required

Desirable

  • Good knowledge of the Patient Advice and Liaison Service
  • Good knowledge of NHS organisational structures

Communication

Essential

  • Good listener with excellent communication skills
  • The post holder will have the ability to handle highly complex, sensitive and contentious information from complainants and members of staff across organisational boundaries. oAbility to communicate and facilitate meetings with complainants/clients, within potentially emotionally charged situations.
  • A high standard of accurate grammar and spelling
  • Demonstrates empathy and compassion toward patients and their families

Qualifications

Essential

  • Evidence of continued professional development
  • ECDL or equivalent
  • Qualification or equivalent relevant experience in complaints, legal or customer care role

Desirable

  • Qualification in administration

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

Hull University Teaching Hospitals NHS Trust

Address

Hull Royal Infirmary

Anlaby Road

Hull

HU3 2JZ


Employer's website

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

Employer details

Employer name

Hull University Teaching Hospitals NHS Trust

Address

Hull Royal Infirmary

Anlaby Road

Hull

HU3 2JZ


Employer's website

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

Employer contact details

For questions about the job, contact:

Patient Experience Manger

Jan Fillinger

janet.fillinger1@nhs.net

01482468217

Details

Date posted

18 December 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year per annum

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Part-time

Reference number

356-24-6778717

Job locations

Hull Royal Infirmary

Anlaby Road

Hull

HU3 2JZ


Supporting documents

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