About this role
Job summary
We have an exciting opportunity for a Patient Experience Officer to join our Patient Experience Team.
In this role, you will work collaboratively with colleagues across the Trust to drive improvements in both patient and staff experience, including developing and delivering effective patient communication plans. You will analyse patient feedback and data to identify key themes and opportunities for improvement, and support the development and implementation of action plans to address these.
You will act as a neutral and supportive presence in sensitive care concerns, listening with empathy, building trust and confidence, and maintaining a high level of professionalism at all times.
This job is currently only open to people who already work for the NHS in Cornwall or the Isles of Scilly.We are committed to supporting our dedicated staff, so only current employees of the following organisations can apply:
Cornwall Foundation Trust Royal Cornwall Hospitals NHS Trust Cornwall and Isles of Scilly Integrated Care Board If you do not currently work for one of these NHS organisations, your application will not be considered at this time.
Main duties of the job
Incorporating a mix of face-to-face patient contact with patients and carers, as well as managing a range of initiatives to ensure we involve and listen to our service users. Enable service users and carers to feedback effectively at different points in their journey and ensuring they are aware of how the Trust is responding to feedback.Analyse feedback and identify any potential areas for service improvement that would improve Patient Experience.Co-produce and co-design services with patients and carers.Use a range on mechanisms to ensure we listen to, and involve our patients, carers, and relatives to improve patient experience. Utilise the knowledge gained from a variety of Patient Experience feedback methods to ensure patients, relatives and carers have a voice and play an integral role in the way the Trust plan, develops and provides services.Participate in raising awareness of Patient Experience amongst staff, patients and public.Maintain and co-ordinate the Trusts Patient Experience feedback systems including the production, collection, and reporting of all forms of feedback.Contribute towards regular reports to the relevant divisional leads on Patient Experience data.Management of data collection, collation, analysis, and reporting functions.
About us
We're an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly. We deliver community and hospital-based care to improve people's physical and mental health. We also provide specialist support to people with dementia or a learning disability.
We are a people organisation and people matter to us. As part of the team, you'll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.
Over 4,000 people make up the Trust. This includes doctors, nurses, therapists, plus admin and support staff.
We work in people's homes, in community clinics and bases. Some staff work from one of our 13 community hospitals. Our aspiration is to have great people, provide great care, be a great place to work and a great partner.
Approximately 568,000 people live here. A third of people who live in Cornwall are supported by acute hospital services in Devon. As a result, we also work closely with our partners in Devon. In the summer, and during other holidays lots of people choose to visit the area. This increase the numbers of people who use out services.
Job description Job responsibilities
To view a detailed job description and person specification including the main responsibilities of this role please see supporting documents
Person Specification
Education / Qualifications and Relevant Experience Essential
Degree level or equivalent. Knowledge of patient experience, complaints, and procedures. Knowledge of NHS patient experience framework, CQC, complaints procedures, data protection, legislation, clinical governance and Trust policies and procedures. Well-developed IT and keyboard skills that demonstrates high quality communication across multiple platforms Demonstrate experience in dealing with patients and members of the public.
Desirable
Experience of using feedback to improve services Experience of leading change projects
Knowledge and abilities Essential
Able to work across all Trust sites, providing a patient experience liaison service and be visual in the inpatient/outpatient areas.
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 Cornwall Partnership NHS Foundation Trust
Address Banham House, Bodmin
Boundary Road
Bodmin
PL31 2QT
United Kingdom
Employer's website https://www.cornwallft.nhs.uk/ (Opens in a new tab)