Job responsibilities
JOB PURPOSE/SUMMARY
To
provide a comprehensive patient feedback service to support the delivery of
high quality care to patients through supporting consultant
revalidation. Consultant revalidation
is a process by which individual consultants are revalidated by the General
Medical Council (GMC) to maintain their registration.
This
role has grown and plays a key role in improving the patient experience by
supporting the CSU team with feedback on clinical effectiveness and service
delivery. This will involve daily communication
with patients and their families, in person and via other methods of
communication.
You
will also be responsible for inputting data both qualitative and quantitative
onto a database, and perform routine to moderate analysis on such data. The
post holder will be expected to produce reports as required, in line with the
data obtained, this includes personal information.
To
support the clinical teams in the delivery of excellent patient care by
actively working with colleagues and other Departments to ensure that all
patients registered within the service are proactively supported through
their patient experience. The post holder will be expected to arrange,
prioritise and plan their own work load.
3. ORGANISATIONAL CHART
Business
Manager
Patient
Feedback Co-Ordinator
4. PRINCIPAL DUTIES & AREAS OF
RESPONSIBILITY
1. Use a range of IT skills to support
the clinical work of the consultant e.g. use of databases and spreadsheets to
identify patients to be contacted to enable revalidation of Consultant
Anaesthetists.
2. Using and updating databases,
producing reports and statistics for the team and wider distribution, on a
regular basis.
3. Dealing with patients on 1:1 basis
to gather feedback at CSU and Trust level, by carrying out in-depth
interviews with patients and/or relatives regarding their experience.
4. Escalation of feedback findings (inc.
highly sensitive material) to appropriate personnel.
5. Analysing and interpreting data from
patient interviews and survey data involving a range of facts which require
analysis and comparison of a range of options. Keeping an accurate record to
ensure feedback is processed appropriately and in line with GMC and LTHT
revalidation requirements.
6. Writing and formatting structured
comprehensive feedback reports in line with trust guidance, or clinical
staff. This forms part of the
supporting information to the GMC for consultant revalidation.
7. Compiling patient feedback reports
containing departmental data for the CSU Tri-Team.
8. Liaising directly with senior
management team and feeding back appropriate information,
suggesting/implementing improvements where necessary. Both formally at CSU periodical meetings to
large and small groups and informally on a 1:1 basis.
9. Resolving patient issues or queries
when appropriate and escalating where necessary.
10. Manage their own workload in line with
patient and Anaesthetist requirements.
11. This involves contributing to the
smooth running of a clinical office, answering phone calls and dealing with
enquiries from colleagues, directly resolving where possible or transferring
to the appropriate personnel.
12. Provide information to Business/line
Manager relating to workload and work outstanding.
13. Provide cover for other team members
within the patient Feedback team when on annual leave or sick leave and vice
versa.
Additional
duties
14. Any other duties that from time to
time may be deemed necessary by the Trust/CSU Senior team both clinical and
Non-Clinical that are commensurate to the role.
5. THE LEEDS WAY VALUES
Our
values are part of what make us different from other trusts, so we see this
as a strength, as well as a responsibility. They have been developed by our
staff and set out what they see as important to how we work. Our five values are:
Patient-centred
Collaborative
Fair
Accountable
Empowered
All
our actions and endeavours will be guided and evaluated through these values.
Additionally,
the following are core values which relate specifically to this post:
Expected to work well as part of a
team and should be patient focused, professional and flexible in their
approach to work.
Provide a confidential, efficient
and accurate Patient feedback service.
Be an advocate for patients, build
relationships, show empathy and compassion for patients and their carers.
Flexible approach to working
practices in line with departmental/service needs
To appreciate and accept the need
to maintain confidentiality and discretion when dealing with patients,
colleagues, other departments.
6. WEST YORKSHIRE ASSOCIATION OF ACUTE
TRUSTS (WYAAT)
Leeds
Teaching Hospitals NHS Trust is part of the West Yorkshire Association of
Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across
West Yorkshire and Harrogate working together to provide the best possible
care for our patients.
By
bringing together the wide range of skills and expertise across West
Yorkshire and Harrogate we are working differently, innovating and driving
forward change to deliver the highest quality care. By working for Leeds Teaching Hospitals NHS
Trust this is your opportunity to be a part of that change.
WYAAT
is the acute sector arm of the West Yorkshire and Harrogate Health and Care
Partnership, one of the largest integrated care systems in the country. The
Partnerships ambition is for everyone to have the best possible health and
wellbeing, and the work of WYAAT, and each individual trust, supports that
ambition.
7. INFECTION CONTROL
The
jobholder must comply at all times with the Leeds Teaching Hospitals NHS
Trust Infection Control policies, in particular by practising Universal
Infection Control Precautions. Hand hygiene must be performed before and
after contact with patients and their environment.
8. HEALTH AND SAFETY / RISK MANAGEMENT
All
staff are responsible for working with their colleagues to maintain and
improve the quality of services provided to our patients and other service
users. This includes complying at all
times with the Leeds Teaching Hospitals NHS Trust Policies, including Health
and Safety policies, in particular by following agreed security and safer
working procedures, and reporting incidents using the Trust Incident
Reporting system
9. EQUALITY AND DIVERSITY
The
jobholder must comply with all policies and procedures designed to ensure
equality of employment and that services are delivered in ways that meet the
individual needs of patients and their families. No person whether they are staff, patient
or visitor should receive less favourable treatment because of their gender,
ethnic origin, age, disability, sexual orientation, religion etc.
10. TRAINING AND PERSONAL DEVELOPMENT
CONTINUOUS PROFESSIONAL DEVELOPMENT
The
jobholder must take responsibility in agreement with his/her line manager for
his/her own personal development by ensuring that Continuous Professional
Development remains a priority. The
jobholder will undertake all mandatory training required for the role.
11. COMMUNICATION & WORKING
RELATIONSHIPS
For
the following groups both written and verbal communication is required. You will be able to communicate clearly and
effectively with all levels of the clinical and management teams as well as
patients and their relatives:
Consultant Anaesthetists
Management team
Patients and their relatives
Patient experience team
Clinical staff
Colleagues
12. SPECIAL WORKING CONDITIONS
i) PHYSICAL EFFORT:
The
role requires high levels of accuracy and quality in producing patient
feedback reports, as part of quality assurance meetings. as part of the provision for a Patient
feedback service; reports and the sharing of reports within CSU and the
Trust.
There
will be long and frequent periods where the post holder will be in front of a
VDU either typing or proof reading (at least 1 day per week) and there is a
frequent requirement to exert light physical effort for several long periods
when working or dealing with patients and or their relatives (this refers to
the amount of walking the post holder may have to do if patients are at
different ends of the hospital etc.).
The
post holder may be required to lift small loads and handle stock and
stationery e.g. paper in and out of their Department.
Will
be required to work in multiple locations within the same hospital site and
different sites within the trust.
ii) MENTAL EFFORT:
Frequent
(weekly) prolonged periods of concentration are required for proof reading
medical correspondence and using patient related information to formulate
appropriate reports.
This
may include interpreting data and information both qualitative and
quantitative.
This
may frequently be interrupted with phone calls or via face-to-face contact
with other members of the team e.g. Consultants.
iii)
EMOTIONAL EFFORT:
The
post holder will be handling sensitive patient-related information on a daily
basis and as such may be regularly (daily) subjected to difficult and
emotional situations such as serious illness, bereavement or anxious family
members. There is therefore a requirement
for a high level of emotional resilience.
