About this role
Job summary
We are seeking an enthusiastic, motivated and talented individual to join our Patient Experience Team and help ensure that patients remain at the heart of everything we do.
The Patient Experience Team's purpose is to ensure that the voices of patients, carers, and visitors are heard, valued, and central to driving service improvements throughout the organisation.
Reporting to the Patient Experience Manager, you will play a key role in UHB's Real-Time Patient Feedback Pilot, helping to shape how we listen to and act upon patient feedback.
You'll work across the organisation, using your skills in:
*Empathetic engagement and outstanding communication, building trust and rapport with patients, families, carers and staff, and ensuring people feel heard, valued and respected.
*Confident stakeholder management and influencing skills, engaging colleagues at all levels to champion the patient voice and drive improvements in care.
*Data collection, analysis and insight generation, identifying themes and trends from patient feedback and translating these into meaningful actions.
*Collaboration, relationship-building and service improvement, working with clinical and operational teams to support positive change and enhance patient experience.
*Marketing, storytelling and communication, bringing patient experiences to life and ensuring feedback has visibility and impact across the organisation.
Main duties of the job
We are seeking an enthusiastic, motivated and talented individual to join our Patient Experience Team and help ensure that patients remain at the heart of everything we do.
The Patient Experience Team's purpose is to ensure that the voices of patients, carers, and visitors are heard, valued, and central to driving service improvements throughout the organisation.
Reporting to the Patient Experience Manager, you will play a key role in UHB's Real-Time Patient Feedback Pilot, helping to shape how we listen to and act upon patient feedback.
You'll work across the organisation, using your skills in:
*Empathetic engagement and outstanding communication, building trust and rapport with patients, families, carers and staff, and ensuring people feel heard, valued and respected.
*Confident stakeholder management and influencing skills, engaging colleagues at all levels to champion the patient voice and drive improvements in care.
*Data collection, analysis and insight generation, identifying themes and trends from patient feedback and translating these into meaningful actions.
*Collaboration, relationship-building and service improvement, working with clinical and operational teams to support positive change and enhance patient experience.
*Marketing, storytelling and communication, bringing patient experiences to life and ensuring feedback has visibility and impact across the organisation.
About us
University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.
Job description Job responsibilities *Please Note : For a detailed job description for this vacancy, please see attached Job Description*
Person Specification
Qualifications Essential
GCSE in Maths and English (Grade C/4 or above). Degree level qualification or equivalent experience.
Desirable
Evidence of continued development/qualification in customer service. Professional management qualification.
Experience Essential
Engaging and involving colleagues, stakeholders and members of the public. Evidence of continued development particularly in customer service. Coordinating patient and public involvement activities, including co-production. Managing projects within deadlines. Organising and planning meetings and events. Taking comprehensive accurate minutes. Developing administrative processes. Line management experience.
Desirable
Analysing information and producing and presenting reports. Experience of working within a large organisation. Awareness of safeguarding guidelines.
Additional Criteria Essential
Able to exercise initiative, work independently and identify opportunities for improving systems and ways of working. Good time management and a flexible willing attitude to work. Ability to work across boundaries, integrating with multidisciplinary staff in relation to arranging meetings and formulating responses. Empathetic, caring attitude towards patients and their carer's, relatives and representatives. Professional attitude to work, diplomatic and calm under pressure. Professional personal appearance. Pleasant, courteous and approachable. Confident. Will be required to travel to a range of locations. May be some weekend and evening work to attend Patient & Public Involvement meetings/events.
Desirable
Marketing skills
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 University Hospitals Birmingham NHS Foundation Trust
Address Trustwide
Mindelsohn Way
Birmingham
West Midlands
B15 2TH
United Kingdom
Employer's website https://www.uhb.nhs.uk/jobs.htm (Opens in a new tab)