About this role
Job summary
The post-holder plays a vital role in the delivery of the Patient Experience projects and initiatives across the Trust, acting as a key point of contact for patients and carers who wish to share their feedback or get involved, helping to ensure the patient voice is encouraged, heard and included.
The Patient Experience Officer will act as a champion for patients/carers and the Armed Forces Community, ensuring that they have opportunities for their voices to be heard, their interests recognised, and to be considered as partners in decision making, service development and design.
The main focus of the role is to support the programmes of Friends and Family Test (FFT) and the Armed Forces Community across the Trust, working closely with the Group Head of Patient Experience.
Main duties of the job
The post-holder plays a vital role in the delivery of the Patient Experience projects and initiatives across the Trust, acting as a key point of contact for patients and carers who wish to share their feedback or get involved, helping to ensure the patient voice is encouraged, heard and included.
The main focus of the role is to support the Group wide FFT and the Armed Forces Community programme to coordinate the planning and deliver a range of initiatives such as project support, organise awareness events and lead in the creation of communication materials.
As a champion for patients and carers, to ensure that they have opportunities for their voices to be heard, interests recognised, and to be considered as partners in decision making, service development and design.
Another key aspect of this role will be continuing to build on strong relationships with a range of internal and external stakeholders to ensure robust systems are in place to support patients, carers and staff ensuring that our guidelines and policies are used by staff / carers.
About us
St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey.Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).
After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.
Job description Job responsibilities
Act as a key point of contact for patients and carers who wish to share their feedback or get involved, helping to ensure the patient and carer voice is encouraged, heard, and included.
Act as a champion for patients and carers, across all Patient Experience projects ensuring their voice is at the heart of the organisation and its services. Ensure that all feedback is shared with the relevant teams, and that learning is actioned to continually improve the quality of our services.
Work in partnership with a range of divisional staff (including senior leadership, clinical staff, and support staff) to identify opportunities for learning and service improvement in response to patient and carer feedback and supporting and monitoring the implementation of agreed actions.
Work with both internal and external stakeholders, including outside agencies, to identify opportunities for change/actions generated through feedback received via several Patient Experience channels. Record and follow up key actions, producing clear and thorough action logs, which must be kept up to date.
Engage with patients face to face, over the phone and in writing to gain feedback on patient experience initiatives creating reports, drafting recommendations and action plans managers can act upon.
Take part in audits and inspections as part of the Patient Experience Team , feeding back on findings and proactively reassessing to check on improvements.
De-escalating issues with members of the public when identified to support the patient, carer or relative who may be distressed.
***For further information regarding the duties of the role please kindly refer to the attached Job Description***
Person Specification
Qualifications and training Essential
Educated to degree level or with equivalent level of relevant training and experience.
Desirable
Project management training.
Experience Essential
Experience of delivering or contributing to patient and public involvement initiatives, or equivalent experience of public engagement work. Track record of engaging and working with a range of stakeholders, including community and specialist groups. Ability to analyse data, identifying trends and disseminating information in an easily accessible way. Experience of producing information for a wide range of audiences, including patients. Experience of working with carers.
Desirable
A sound understanding of topical NHS issues. Experience of using an integrated risk management system. Developing, implementing and evaluating public engagement projects and campaigns.
Knowledge and skills Essential
A knowledge of how the NHS operates and an awareness of political issues/sensitivities. Knowledge of key issues affecting carers. Proficient in the use of all Microsoft Office products and outstanding organisation skills. Ability to demonstrate effective communication and develop/maintain relationships. Able to handle sensitive and confidential data and to recognise the need for discretion and confidentiality. Resilience - able to work with people who may be distressed, and to discuss experiences of a sensitive nature. Ability to identify the need to escalate concerns to appropriate personnel to maintain patient safety.
Desirable
Knowledge of legislation and best practice in relation to carers.
Personal attributes Essential
Proactive, takes own initiative. Flexible, responsive approach to work Ability to work as part of a team and independently and prioritise a demanding workload. Able to listen and be objective; non-judgemental. Ability to relate to people at all levels, and to deal with senior colleagues and a range of external stakeholders with confidence.
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 St George's University Hospitals NHS Foundation Trust
Address St Helier Hospital
Wrythe Lane
Sutton
SM5 1AA
United Kingdom
Employer's website https://www.stgeorges.nhs.uk/ (Opens in a new tab)