Patient Feedback Co-Ordinator (XN03)
| Posting date: | 17 April 2024 |
|---|---|
| Salary: | £22,816.00 to £24,336.00 per year |
| Additional salary information: | £22816.00 - £24336.00 a year |
| Hours: | Full time |
| Closing date: | 15 May 2024 |
| Location: | Leeds, LS1 3EX |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9298-THE-0063A |
Summary
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.