Patient Experience Feedback Facilitators
The Newcastle upon Tyne Hospitals NHS Foundation Trust
The Newcastle upon Tyne Hospitals has a unique and exciting opportunity to work as part of the Patient and Staff Experience Team. This is a new flagship programme for the Trust that has been supported by our Charity. We are keen to recruit 5 Patient Experience Feedback Facilitators to work flexibly on a full-time basis for a fixed-term period. This role will play a key role in supporting the Trust's commitment to listen to patients, families, and staff and act on their feedback.
As a Patient Experience Feedback Facilitator, you will visit wards daily to talk to patients about the quality of care and treatment they are experiencing. You will be trained to use an approved questionnaire and have kind and caring conversations with patients whilst they are still in our care. With excellent listening skills, you will accurately record information that our teams need to help them continuously improve.
If you are committed to the NHS, are good at organising your time, and like working with people from a variety of backgrounds, then this may be the job for you.
Main duties of the job
As Patient Experience Feedback Facilitator, you will have daily contact with both patients, families, and staff, listening to their personal experiences of how it feels to be cared for in Newcastle Hospitals.
You will have a diverse range of wards to visit, which will care for people of all ages and backgrounds. Being able to adapt to individual communication needs will be key to having valuable conversations to truly understand our patients' experiences of being in the hospital.
The feedback from patients is provided to wards in a timely manner, therefore being highly motivated, flexible, and able to manage your own workloads will help you be successful in this role.
There may also be the opportunity to be involved with the work of the wider team which includes complaints, equality diversity and inclusion, patient information, interpretation and translation, and staff experience, which will offer you a greater knowledge set and development of new skills.
Job responsibilities
* Liaise with Ward Managers to arrange appropriate times to visit wards to speak with patients and carers
* Organise your own working day to visit wards to speak to patients and collate their feedback
* To record patient feedback accurately on the templates provided
* To report the feedback on the required software/spreadsheets in an accurate and timely manner
* To escalate any immediate concerns to the person in charge of the ward
Person Specification
Qualifications & Education
* NVQ level 3 or equivalent qualification plus theoretical knowledge of patient, carer, and public involvement in the NHS, including practical experience in the use of various user involvement methodologies, such as face-to-face surveys and group work.
* Good standard of English grammar, punctuation, and spelling, at GCSE grade C or above
Knowledge & Experience
* Experience of managing emotive and sensitive information and discussions
* Experience of working to own initiative
* Previous NHS experience/knowledge of NHS structure/roles
* Familiarity with medical terminology
* Experience of working as part of a team
Skills & Abilities
* IT skills to include Microsoft Word, Excel, PowerPoint, and Outlook
* Good interpersonal and communication skills
* Ability to work to strict deadlines
* Ability to liaise and discuss sensitive issues with patients, senior clinicians, and managers
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.
The Newcastle upon Tyne Hospitals NHS Foundation Trust
#J-18808-Ljbffr