Job summary
This is a dynamic role, where you will be participating in Trust wide patient and public engagement. You will be a key member of the Patient Engagement Team, where you will be responsible for the day-to-day management of the Patient Feedback System across the Trust and all National and Local Surveys. You will provide regular training to Trust staff on the Patient Experience Platform, as well as producing reports on request to support the department. Within the delivery of your role, you will be required to create weekly content, including videos and other forms of patient feedback, to ensure that patient voice is embedded across the Organisation and at the forefront of service improvement and learning.
Main duties of the job
DUTIES AND RESPONSIBILITIES
Supporting Patient and Carer Inclusion
Assist the Patient and Family Experience Manager in delivering all aspects Patient, Service User and Stakeholder engagement activities. This includes supporting the delivery of the Trust's Patient Experience Committee, ensuring patient and carer voice is at the centre of Trust wide learning.
Attending Trust engagement and stakeholder events across the Hospital and Community settings in Blackpool and across locations of service delivery, raising the profile of the Trust and the services we provide.
To understand the Trust position by analysing data from a variety of sources, for key areas within the Patient Experience Department. Examples of these include (however not limited to), patient experience system, incidents, complaints, interpretation providers and finance, to identify areas of success and improvement.
Support the roll-out of digital, virtual on-demand interpretation services, including visiting staff in various departments across the Trust to show them how to use this facility.
Assist in sourcing and filming suitable stories for the Patient Stories programme, helping to identify those suitable for Trust Board and Divisional use as required for Committees.
Digital content creation, assisting with social media and video creation, including gathering content, editing, adhering to Trust guidance.
About us
Blackpool Teaching Hospitals NHS Foundation Trust is situated on the west coast of Lancashire, and offers a full range of district hospital services and community health services to a population of 1.6 million in Lancashire and South Cumbria.
The Trust provides services to the 440,000 residents of Blackpool, Fylde & Wyre and North Lancashire, as well as specialist tertiary care for Cardiac and Haematology services across the wider region.
Our main activities are:
- Cardiovascular care at our Cardiac centre.
- Accident and Emergency at Blackpool Teaching Hospital.
- Community Midwifery and Women and Children's Services.
- Clinical research with an 80-strong team of nurses and doctors.
- Community nursing and school nursing.
- Recovery and rehabilitation for a variety of conditions including brain injury, stroke and elderly care.
- Sexual health and family planning services.
- Wellbeing and lifestyle including mental health services, heart health campaigns, and smoking cessation services.
- End of life and palliative care.
Job description
Job responsibilities
Overseeing all Patient and Carer surveys local and national
Manage Trust data across a large portfolio within patient experience measurement sites. Examples include Care Opinion, NHS England Digital, CQC, IQVIA, Picker and CIVICA.
Working with various departments on the design, development and creation of bespoke departmental surveys to ensure service user voice is captured and areas for improvement are identified and co-designed with patients and carers.
Be the main point of contact for the National Survey Programme, including the frequent attendance of the Trusts National Survey Working Group. Within this you will ensure that the data sample is drawn in line with the CQC guidance, that all documentation is signed off and completed by the Caldicott Guardian in a timely manner, that all areas involved are compliant with the section 251 survey approvals.
Ensure that the data received from the National Survey Programme is downloaded, saved and initial analysis is completed and shared with the Patient & Family Experience Manager and Head of Patient Experience and Engagement highlighting areas of good practice or cause for concern.
Assist and support the Patient & Family Experience Manager in preparing the National Survey Programme results into a useable and understandable report, to update to relevant Trust committees.
Ensure that the Experience platform is managed effectively, including adding users and dealing with all questions and enquiries from staff, managing the action alerts and comment flagging. Liaising with the external supplier to help resolve issues and queries in relation to the system, ensure timely delivery of data, results posters and FFT cards.
Use the Experience platform to generate insight and produce reports for services on request.
Conduct checks of iPads devices to ensure that they are in good working order to facilitate interpretation bookings.
To work collaboratively with the Trust Informatics Team, to ensure smooth delivery of the NHS Friends and Family Test (FFT) SMS allowing us to efficiently work through and identify any occurring issues, monthly reporting and National Surveys.
Use an MS Excel database to monitor stocks of the Trusts FFT cards and ordering new stocks when required.
Provide Trust services with FFT cards, comment cards, promotional materials and comment boxes on request.
Liaise with the Trusts external survey contractor to use the Experience platform to send out push reports, emailing survey-related information to wards and departments on a fixed schedule each month (e.g. reminders, results, survey comments).
Support the collection of survey cards from wards and departments, and community health centres when required.
Contact all patients and service-users who have requested an urgent call back as part of the National Data Opt Out.
Have knowledge of NHS survey processes and priorities and the Trusts Patient and Carer Involvement Strategy.
Job description
Job responsibilities
Overseeing all Patient and Carer surveys local and national
Manage Trust data across a large portfolio within patient experience measurement sites. Examples include Care Opinion, NHS England Digital, CQC, IQVIA, Picker and CIVICA.
Working with various departments on the design, development and creation of bespoke departmental surveys to ensure service user voice is captured and areas for improvement are identified and co-designed with patients and carers.
Be the main point of contact for the National Survey Programme, including the frequent attendance of the Trusts National Survey Working Group. Within this you will ensure that the data sample is drawn in line with the CQC guidance, that all documentation is signed off and completed by the Caldicott Guardian in a timely manner, that all areas involved are compliant with the section 251 survey approvals.
Ensure that the data received from the National Survey Programme is downloaded, saved and initial analysis is completed and shared with the Patient & Family Experience Manager and Head of Patient Experience and Engagement highlighting areas of good practice or cause for concern.
Assist and support the Patient & Family Experience Manager in preparing the National Survey Programme results into a useable and understandable report, to update to relevant Trust committees.
Ensure that the Experience platform is managed effectively, including adding users and dealing with all questions and enquiries from staff, managing the action alerts and comment flagging. Liaising with the external supplier to help resolve issues and queries in relation to the system, ensure timely delivery of data, results posters and FFT cards.
Use the Experience platform to generate insight and produce reports for services on request.
Conduct checks of iPads devices to ensure that they are in good working order to facilitate interpretation bookings.
To work collaboratively with the Trust Informatics Team, to ensure smooth delivery of the NHS Friends and Family Test (FFT) SMS allowing us to efficiently work through and identify any occurring issues, monthly reporting and National Surveys.
Use an MS Excel database to monitor stocks of the Trusts FFT cards and ordering new stocks when required.
Provide Trust services with FFT cards, comment cards, promotional materials and comment boxes on request.
Liaise with the Trusts external survey contractor to use the Experience platform to send out push reports, emailing survey-related information to wards and departments on a fixed schedule each month (e.g. reminders, results, survey comments).
Support the collection of survey cards from wards and departments, and community health centres when required.
Contact all patients and service-users who have requested an urgent call back as part of the National Data Opt Out.
Have knowledge of NHS survey processes and priorities and the Trusts Patient and Carer Involvement Strategy.
Person Specification
Education and Qualifications
Essential
- oDegree/ diploma qualified
- oMinimum of 2 A-Levels
- oRelevant customer service experience and knowledge.
Desirable
- oQualification in teaching / training
- oQualification in data management
- oQualification in digital content design / video editing
Experience & Knowledge
Essential
- oAt least two years NHS office experience
- oExperience of monitoring data
- oExperience of undertaking investigations and researching /providing information/advice to patients and/or the public in a health, social care or voluntary environment
- oExperience of analysing problems and providing solutions
- oExperience of working in a changing environment
Desirable
- oExperience of delivering training sessions
- oExperience of using Hospital software systems including Nexus / Maxims/ PAS/Alert
Skills and Ability
Essential
- oExcellent communication skills (written and verbal) and listening skills
- oExcellent interpersonal and networking skills
- oExcellent investigative and analytical skills, with the ability to interpret complex data into an understandable format
- oGood negotiation and conflict resolution skills to manage and deescalate potentially difficult/contentious situations
- oAbility to prioritise and manage a number of conflicting requirements in a professional manner and deal with a number of complex issues at the same time
- oAble to work across organisational boundaries
- oExcellent IT skills
- oAble to work cohesively within a small team and independently
- oAble to secure co-operation of colleagues at all levels.
- oAttention to detail.
- oHighly motivated and resourceful
- oConfident and calm.
- oFlexible.
- oSelf-motivated
- oCar owner / driver
Desirable
- oExcellent report writing skills
- oExperience of Civica
- oExperience of Ulysses Safeguard System
Person Specification
Education and Qualifications
Essential
- oDegree/ diploma qualified
- oMinimum of 2 A-Levels
- oRelevant customer service experience and knowledge.
Desirable
- oQualification in teaching / training
- oQualification in data management
- oQualification in digital content design / video editing
Experience & Knowledge
Essential
- oAt least two years NHS office experience
- oExperience of monitoring data
- oExperience of undertaking investigations and researching /providing information/advice to patients and/or the public in a health, social care or voluntary environment
- oExperience of analysing problems and providing solutions
- oExperience of working in a changing environment
Desirable
- oExperience of delivering training sessions
- oExperience of using Hospital software systems including Nexus / Maxims/ PAS/Alert
Skills and Ability
Essential
- oExcellent communication skills (written and verbal) and listening skills
- oExcellent interpersonal and networking skills
- oExcellent investigative and analytical skills, with the ability to interpret complex data into an understandable format
- oGood negotiation and conflict resolution skills to manage and deescalate potentially difficult/contentious situations
- oAbility to prioritise and manage a number of conflicting requirements in a professional manner and deal with a number of complex issues at the same time
- oAble to work across organisational boundaries
- oExcellent IT skills
- oAble to work cohesively within a small team and independently
- oAble to secure co-operation of colleagues at all levels.
- oAttention to detail.
- oHighly motivated and resourceful
- oConfident and calm.
- oFlexible.
- oSelf-motivated
- oCar owner / driver
Desirable
- oExcellent report writing skills
- oExperience of Civica
- oExperience of Ulysses Safeguard System
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
