Employer: South Tees Hospitals NHS Foundation Trust
Employer type: NHS
Site: The James Cook University Hospital
Town: Middlesbrough
Salary: £29,970 - £36,483 per annum
Salary period: Yearly
Closing: 04/03/2025 23:59
Band 5
Job overview
The post holder will support the patient experience portfolio in the coordination of the patient experience surveys across all services in the South Tees Hospitals NHS Foundation Trust. Promoting and providing support and expert advice to staff in relation to the Friends and Family Test and local/National patient experience surveys. Supporting staff to develop ad hoc surveys to elicit the patient experience for the purpose of learning and improvement. They must demonstrate an attitude which respects and values service users’ and their relatives and carers. Supporting patients, carers and relatives to complete, where appropriate, surveys over the telephone or face to face.
They will support the Patient Experience and Involvement portfolio working and liaising with staff across the organisation embedding and further developing the Trust’s policy, strategy, and procedures in relation to the patient experience. They will assist in developing means to receive feedback from patients, relatives, and carers and difficult-to-reach patient groups. They will, using feedback, assist with the development of work streams to improve the patient experience and to support the patient experience steering group, patient feedback, and patient partnership groups.
Main duties of the job
* Maintain the Friends and Family Test and real-time inpatient feedback through the Trust internal feedback system.
* Maintain the national patient experience survey program.
* Work with senior staff in the organization to develop action plans based on National survey feedback and monitoring.
* Interpretation, analysis, and triangulation of data for patient experience, such as National surveys.
* Provide reports on the feedback from the local and National surveys.
* Providing and receiving contentious information regarding patient care and early escalation of serious concerns identified via patient feedback.
* Support staff in the creation of patient experience surveys.
* Advice and support to clinical/non-clinical staff on methods for obtaining patient feedback.
* Analysis of patient feedback data from all sources for reporting purposes and to support improvement work.
* Support staff in using the Trust feedback system to improve the patient experience, for example, ‘You said, We did’.
* Support in the identification of patient and staff stories to share with Trust Board / Patient Experience Steering Group.
* Coordinate the Governor Drop-ins.
* Work across sites as appropriate.
Working for our organisation
South Tees Hospitals NHS Foundation Trust offers leadership and improvement training to all new staff. This training programme has been designed to support our staff in developing their understanding of leadership and management skills. You will be expected to attend the following training sessions:
* Your Leadership Impact
* Leading Your Team to Success
* Service Improvement for Beginners
The leadership and improvement programme aims to:
* Explore leadership within the NHS
* Promote Trust values and behaviours
* Develop your leadership effectiveness and skills
* Equip you with the necessary knowledge and skills to lead and complete service improvements within the scope of your role.
After you complete these three and a half days of training you will be able to explore further leadership and improvement training opportunities. We also offer further in-house courses and bitesize programmes through our Leadership and Improvement Team.
Detailed job description and main responsibilities
Please see the full job description and person specification document(s) attached for main responsibilities of the role.
Person specification
Qualifications
* Educated to degree level or equivalent demonstrable experience.
Knowledge
* Understanding and interpreting data.
* Use software databases to design tools, collate and analyse data and run reports to support patient experience activity.
* Knowledge/experience of National and local patient experience surveys.
Experience
* Dealing with difficult situations.
* Experience of working across professional, and organisational boundaries.
Disclosure and Barring Checks (DBS)
It is now the policy of South Tees Hospitals NHS Foundation Trust that all successful candidates who are new to the Trust who require DBS clearance for the post they have been offered, are required to pay the cost of their DBS. The method of payment for this is via salary deduction from your first month's pay.
Equality, Diversity and Inclusion
South Tees Hospitals NHS Foundation Trust is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. We welcome applications from the Black and Minority Ethnic (BAME) Network; LGBT+ Network; Disability and Long-Term Health Conditions Network, Faith Network, Childless not by Choice Network and the Menopause Support Group.
As an inclusive employer, we are here to support you.
The Trust encourages and supports all applicants to be fully vaccinated against both COVID-19 and influenza.
Please be aware, there are occasions where some vacancies may close prior to the closing date advertised. This will only happen where sufficient applications are received AND will be made evident on the job advert.
Please note if you are successfully shortlisted, we will contact you via the email address that you have applied from so please ensure you check your emails regularly.
Existing employees of South Tees NHS Foundation Trust currently on the Redeployment Register, who meet the essential criteria for this post, will be shortlisted and interviewed prior to all other applicants.
IMPORTANT-Please ensure you read the 'Guidance Notes for Applicants' document attached to this advert before you start to complete your application form.
This document provides detailed advice regarding the completion of your application form.
The guidance document also provides in detail what identification and certificates you must provide at interview should you be shortlisted.
As part of our pre-employment screening process, all applicants are required to provide references from their last continuous 3 years of employment and/or training/education. The referees MUST be a Line Manager/Supervisor. Applicants are requested to ensure email addresses for all referees are included on their application form. Personal references and references from colleagues are not acceptable.
Unfortunately, we are unable to respond to all applicants and those who are not contacted within six weeks of the closing date should assume that their application has been unsuccessful.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
Please note that this vacancy will close when we receive sufficient completed applications.
Name: Jen Little
Job title: Patient Experience, and Bereavement Lead
Email address: jen.little@nhs.net
Telephone number: 01642 854461
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