Patient Experience Involvement and Engagement Officer
| Posting date: | 08 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £28,407 - £34,581 per annum |
| Hours: | Full time |
| Closing date: | 08 May 2024 |
| Location: | Sutton-In-Ashfield, NG17 4JL |
| Company: | Sherwood Forest Hospitals NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6179678/214-CEN-6052258-A |
Summary
A Vacancy at Sherwood Forest Hospitals NHS Foundation Trust.
Do you want to help improve the quality and safety of healthcare services, and the experiences of patients and carers? The Patient Experience Team is looking for another outstanding individual to join our team. You will be totally committed to the Trust’s values, and expected to demonstrate that those values underpin your work with patients and staff.
We see every complaint is an opportunity for us to better understand and improve the quality of our services.
This vacancy will close before the advertised closing date if sufficient applications are received.
'The overriding purpose is to support the provision of the highest quality patient care through personal actions and continuous improvement.'
The post holder will be responsible for ensuring that patients, carers, and the public involvement at Sherwood Forest Hospitals is meaningful and appropriate. You will be responsible for embedding coproduction and public involvement alongside the Patient Experience Manager and the Corporate Matron for Patient Experience, Facilities, and Estates.
Key elements will include promoting a culture of participation throughout services and working alongside divisions within the organisation, local groups, and external partners.
The role will be responsible for supporting and delivering feedback mechanisms including the National Survey Programmes, assisting teams to gather insights, and feedback to look at and support continuous quality improvements.
The post holder will also help to ensure the needs of patients, carers, and the public are acknowledged and met, supporting the patient Experience Manager, and aligning to local and National standards.
Thank you for your interest in this role.
Sherwood is nationally recognised as being an excellent place to work and deliver care. We are rightly proud of the 5,500 colleagues who work here and we are the Health Service Journal’s Trust of the Year in 2020.
The Care Quality Commission rated King’s Mill Hospital Outstanding and Newark, and Mansfield Community Hospitals Good. Overall we are rated Outstanding for care.
For the last three years, we have been ranked as the best NHS Trust to work for in the Midlands and in 2020 we were the third best Acute/Community NHS Trust in England.
Happy colleagues deliver better care. Our teams work in a supportive, inclusive environment, which nurtures wellbeing and has opportunities for development and progression. We do not just care for our patients, we also care for you.
We would love you to join us.
• Actively work to continually improve the quality of participation and engagement within the overall
• Organisational frameworks and objectives.
• Evaluate the effectiveness of involvement, activity, and feedback.
• Identify new initiatives to involve patients, carers, and families and be responsible for leading and
• developing activities as required.
• Act as an advocate for patients, families, and carers, support during engagement and local
• Resolutions, and action planning as required, recognising professional boundaries.
• Ensure that patient experience is core to all clinical and service development, gaining support from
• the appropriate teams, including working closely with the volunteer services.
• Keep and provide appropriate records, undertake audits, analyse data, and be actively involved in
• presenting findings to core groups demonstrating progress.
• Attend and contribute to staff meetings, management meetings, and provide training programmes.
• Ensure training has been developed and kept updated in relation to patient experience.
• Facilitate patient engagement and involvement meetings as appropriate.
• Work to ensure that the involvement of patients, and the public is part of everyone’s role.
• Support with and assist with the effective delivery of patient surveys, and nationally driven
• Programmes, develop bespoke, local initiatives, and lead accordingly.
• Collate and analyse findings, communicating to all stakeholders.
• Contribute to the development, implementation, and updates of local policies and procedures within own area and across the organisation.
• Drive the Trusts expectations, engagement plans, activities, partaking in face-to-face or online
• activities.
• Work with managers and colleagues to continually improve the quality-of-service delivery within the organisation and Governance systems.
• Develop effective collaboration opportunities with the Council of Governors.
• Use quality improvement methods (QI) for survey outcomes and areas identified through engagement work.
• Ensure that a professional image and service are always maintained, acting as a role model for other staff.
• Provide a leadership style that is underpinned by strongly held values aligning with the Trust CARE Values, equality, diversity, and openness.
• Comply with the policy and procedures of the Trust, and demonstrate resilience when responding to challenging, change, complex, or difficult situations.
• Any correspondence received in the department should be actioned and reported accordingly, supporting the Patient Experience Manager as required.
• Support all functions of the Patient Experience Team on a day-day basis, maintain current systems, manage own caseload, adjusting to meet deadlines as needed.
• Have an appraisal of performance on an annual basis and be responsible for agreeing on a development plan with your line manager.
•
• Maintain a high standard of writing skills to formulate and amend complaint response letters to patients and families.
• Leads on the use of patient-related data, to drive quality improvement across the Trust.
• Contributes to the development and production of reports to the Board, Sub Committees, and Groups in relation to the contact service activity.
• Ensures that any concerns regarding children’s safeguarding or in respect of vulnerable adults are relayed to the Trust Safeguarding Team in a timely manner.
• Communicates contentious or sensitive information daily and must be able to resolve conflict and diffuse situations.
• Provides complex non-clinical advice and information to service users covering a range of issues including complaints procedures, services, and relevant policies
• The post holder will work directly with operational teams within the Trust in scheduled or unscheduled care, ensuring that the themes or trends identified through the contact point, inform, and supports service or pathway redesign.
• To manage specific projects, which focus on information provision for user groups or service providers. These are developed in accordance with the agreed priorities or work streams, including health promotion.
• Actively contributes to strategies or service developments where the themes/trends from the contact point, are used to inform the end design.
• Acts as a catalyst for the development of any patient or patient experience-related policy or procedure, trust-wide, working with patient forums and or clinical teams to ensure that they are relevant and fit for purpose.
This advert closes on Monday 8 Apr 2024
Do you want to help improve the quality and safety of healthcare services, and the experiences of patients and carers? The Patient Experience Team is looking for another outstanding individual to join our team. You will be totally committed to the Trust’s values, and expected to demonstrate that those values underpin your work with patients and staff.
We see every complaint is an opportunity for us to better understand and improve the quality of our services.
This vacancy will close before the advertised closing date if sufficient applications are received.
'The overriding purpose is to support the provision of the highest quality patient care through personal actions and continuous improvement.'
The post holder will be responsible for ensuring that patients, carers, and the public involvement at Sherwood Forest Hospitals is meaningful and appropriate. You will be responsible for embedding coproduction and public involvement alongside the Patient Experience Manager and the Corporate Matron for Patient Experience, Facilities, and Estates.
Key elements will include promoting a culture of participation throughout services and working alongside divisions within the organisation, local groups, and external partners.
The role will be responsible for supporting and delivering feedback mechanisms including the National Survey Programmes, assisting teams to gather insights, and feedback to look at and support continuous quality improvements.
The post holder will also help to ensure the needs of patients, carers, and the public are acknowledged and met, supporting the patient Experience Manager, and aligning to local and National standards.
Thank you for your interest in this role.
Sherwood is nationally recognised as being an excellent place to work and deliver care. We are rightly proud of the 5,500 colleagues who work here and we are the Health Service Journal’s Trust of the Year in 2020.
The Care Quality Commission rated King’s Mill Hospital Outstanding and Newark, and Mansfield Community Hospitals Good. Overall we are rated Outstanding for care.
For the last three years, we have been ranked as the best NHS Trust to work for in the Midlands and in 2020 we were the third best Acute/Community NHS Trust in England.
Happy colleagues deliver better care. Our teams work in a supportive, inclusive environment, which nurtures wellbeing and has opportunities for development and progression. We do not just care for our patients, we also care for you.
We would love you to join us.
• Actively work to continually improve the quality of participation and engagement within the overall
• Organisational frameworks and objectives.
• Evaluate the effectiveness of involvement, activity, and feedback.
• Identify new initiatives to involve patients, carers, and families and be responsible for leading and
• developing activities as required.
• Act as an advocate for patients, families, and carers, support during engagement and local
• Resolutions, and action planning as required, recognising professional boundaries.
• Ensure that patient experience is core to all clinical and service development, gaining support from
• the appropriate teams, including working closely with the volunteer services.
• Keep and provide appropriate records, undertake audits, analyse data, and be actively involved in
• presenting findings to core groups demonstrating progress.
• Attend and contribute to staff meetings, management meetings, and provide training programmes.
• Ensure training has been developed and kept updated in relation to patient experience.
• Facilitate patient engagement and involvement meetings as appropriate.
• Work to ensure that the involvement of patients, and the public is part of everyone’s role.
• Support with and assist with the effective delivery of patient surveys, and nationally driven
• Programmes, develop bespoke, local initiatives, and lead accordingly.
• Collate and analyse findings, communicating to all stakeholders.
• Contribute to the development, implementation, and updates of local policies and procedures within own area and across the organisation.
• Drive the Trusts expectations, engagement plans, activities, partaking in face-to-face or online
• activities.
• Work with managers and colleagues to continually improve the quality-of-service delivery within the organisation and Governance systems.
• Develop effective collaboration opportunities with the Council of Governors.
• Use quality improvement methods (QI) for survey outcomes and areas identified through engagement work.
• Ensure that a professional image and service are always maintained, acting as a role model for other staff.
• Provide a leadership style that is underpinned by strongly held values aligning with the Trust CARE Values, equality, diversity, and openness.
• Comply with the policy and procedures of the Trust, and demonstrate resilience when responding to challenging, change, complex, or difficult situations.
• Any correspondence received in the department should be actioned and reported accordingly, supporting the Patient Experience Manager as required.
• Support all functions of the Patient Experience Team on a day-day basis, maintain current systems, manage own caseload, adjusting to meet deadlines as needed.
• Have an appraisal of performance on an annual basis and be responsible for agreeing on a development plan with your line manager.
•
• Maintain a high standard of writing skills to formulate and amend complaint response letters to patients and families.
• Leads on the use of patient-related data, to drive quality improvement across the Trust.
• Contributes to the development and production of reports to the Board, Sub Committees, and Groups in relation to the contact service activity.
• Ensures that any concerns regarding children’s safeguarding or in respect of vulnerable adults are relayed to the Trust Safeguarding Team in a timely manner.
• Communicates contentious or sensitive information daily and must be able to resolve conflict and diffuse situations.
• Provides complex non-clinical advice and information to service users covering a range of issues including complaints procedures, services, and relevant policies
• The post holder will work directly with operational teams within the Trust in scheduled or unscheduled care, ensuring that the themes or trends identified through the contact point, inform, and supports service or pathway redesign.
• To manage specific projects, which focus on information provision for user groups or service providers. These are developed in accordance with the agreed priorities or work streams, including health promotion.
• Actively contributes to strategies or service developments where the themes/trends from the contact point, are used to inform the end design.
• Acts as a catalyst for the development of any patient or patient experience-related policy or procedure, trust-wide, working with patient forums and or clinical teams to ensure that they are relevant and fit for purpose.
This advert closes on Monday 8 Apr 2024
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