Job summary
We are looking for a highly organised and motivated individual to join the Patient Experience and PALS Team as a Friends and Family Administrator
The Patient Experience and PALS Team are a forward thinking, supportive and driven team. A desire to resolve problems and gather feedback for patients, relatives, carers and service users is at the heart of what we do. The nature of the role is very fulfilling by gathering and acting upon feedback received we can support the organisation to make changes and improvements for patients, relatives and service users which is immeasurable. To be part of this team is something else that you will be so glad to be a part of. No two days are the same and the rewards are fantastic. We are a team who thrive on supporting one another, working well together for the benefit of our patients.
Main duties of the job
You will be responsible for administering and maintaining communications related to the Friends and Family Test (FFT) and other associated patient experience initiatives. Your role will involve supporting all aspects of the FFT service, ensuring that teams across the organisation receive clear, accurate advice and guidance on the information produced.
As part of the Safety and Quality Directorate, you will provide a high-quality, professional administrative service, playing a key role in supporting communication and workflow across the Directorate. Your main responsibilities will include the coordination and administration of FFT reporting and patient experience engagement activities.
To succeed in this role, you will need to be flexible, proactive, and capable of using initiative to resolve problems as they arise. A professional and consistent approach is essential. You must be able to communicate confidently and effectively with staff at all levels across the Trust. Strong IT skills are vital, including a creative and confident use of Microsoft Excel and other Microsoft Office applications.
About us
We have 10000 fantastic people working hard to deliver quality services to our patients. Whatever your role, you help look after 370,000 people in our local area & give specialist care to 1.5 million people across Lancashire & Cumbria.
Working with us gives you the knowledge and sense of pride that every activity you do genuinely does make a difference to support our patients & staff, ensuring we keep thriving & delivering outstanding healthcare right across our local towns.
You'll have access to varied development opportunities to learn new skills. You'll learn about working in a hospital, interacting with people from all different roles to build skills & enhance your career path.
You'll make an impact, be challenged to think differently, be bold & help innovate to keep improving things. Everything we do centres around patient care and enhancing their experience which means your role is pivotal and something really to be proud of.
Job description
Job responsibilities
Responding to external and internal telephone queries from staff, patients and others and referring to appropriate person. Communicates with a range of staff, users and visitors to the Trust / Department utilizing a variety of communication methods including verbal, electronic and passing information in a format that is appropriate to the individual request. The post holder will administer and maintain communications for the Friends and Family Test information and associated patient experience work Diary management for senior staff, organise and coordinate meetings as required and accurate maintenance of an electronic diary with effective communication of diary commitments Provide administrative services to the Safety and Quality Directorate disseminating information, and correspondence, maintaining up-to-date filing systems, and continuously developing administrative practices to ensure order and efficiency in the Directorate Office. Chase progress on all issues with appropriate managers as and when necessary to ensure that deadlines are met. Maintain efficient and effective administrative systems, including bring forward, and message taking. Organise workload appropriately, ensuring files and papers are available and up to date, providing briefings for the days activities, highlighting deadlines and potential conflicts of interest. Attend meetings in order to take minutes and produce / distribute documentation as required. Organise meetings as required, to include preparation of agendas and minute taking, co-ordinating follow up actions as required to ensure that decisions / recommendations are implemented. Develop and produce high quality documents, presentations and associated materials utilising various IT packages.
Liaise with external suppliers to obtain costings for equipment and place orders for stationery, furniture, and computer equipment within budget allocation, to meet Directorate requirements. Ensure that up to date information is available regarding activity within all departments so that queries can be answered promptly and accurately.
Job description
Job responsibilities
Responding to external and internal telephone queries from staff, patients and others and referring to appropriate person. Communicates with a range of staff, users and visitors to the Trust / Department utilizing a variety of communication methods including verbal, electronic and passing information in a format that is appropriate to the individual request. The post holder will administer and maintain communications for the Friends and Family Test information and associated patient experience work Diary management for senior staff, organise and coordinate meetings as required and accurate maintenance of an electronic diary with effective communication of diary commitments Provide administrative services to the Safety and Quality Directorate disseminating information, and correspondence, maintaining up-to-date filing systems, and continuously developing administrative practices to ensure order and efficiency in the Directorate Office. Chase progress on all issues with appropriate managers as and when necessary to ensure that deadlines are met. Maintain efficient and effective administrative systems, including bring forward, and message taking. Organise workload appropriately, ensuring files and papers are available and up to date, providing briefings for the days activities, highlighting deadlines and potential conflicts of interest. Attend meetings in order to take minutes and produce / distribute documentation as required. Organise meetings as required, to include preparation of agendas and minute taking, co-ordinating follow up actions as required to ensure that decisions / recommendations are implemented. Develop and produce high quality documents, presentations and associated materials utilising various IT packages.
Liaise with external suppliers to obtain costings for equipment and place orders for stationery, furniture, and computer equipment within budget allocation, to meet Directorate requirements. Ensure that up to date information is available regarding activity within all departments so that queries can be answered promptly and accurately.
Person Specification
Qualififcations and Education
Essential
- Good general education to GCSE standard or equivalent
- GCSE Maths and English or equivalent
Desirable
- RSA II qualification or equivalent experience
- Shorthand qualifications
Knowledge and Experience
Essential
- Proficient in the use of Microsoft Office applications including Word, Excel, PowerPoint and Outlook
Desirable
- Previous administration experience in an NHS environment
Person Specification
Qualififcations and Education
Essential
- Good general education to GCSE standard or equivalent
- GCSE Maths and English or equivalent
Desirable
- RSA II qualification or equivalent experience
- Shorthand qualifications
Knowledge and Experience
Essential
- Proficient in the use of Microsoft Office applications including Word, Excel, PowerPoint and Outlook
Desirable
- Previous administration experience in an NHS environment
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.
