An exciting opportunity has arisen for a personable, flexible, and self-motivated individual to join the patient feedback team within Theatres and Anaesthesia.
Do you have excellent communication & administrative skills that will enable you to succeed as a Patient Feedback Co-ordinator?
Do you enjoy liaising with patients and clinicians in a busy environment? If so, we could have the job you are looking for.
Anaesthetics are looking for a positive, enthusiastic, self-motivated individual to provide comprehensive patient feedback & support clinical consultant revalidation.
Previous experience dealing with members of clinical staff and patients is desirable and excellent verbal and IT skills are essential. The vacancy is part-time, 22.5 hours a week. The patient feedback service includes travel to all LTHT sites.
The post holder will need to prioritise workloads and be able to work under their own initiative. They will be competent in the range of Microsoft office systems and required to input 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, including personal information.
You will be expected to provide patient feedback reports containing departmental data for the CSU Tri-Team & periodic meetings to large/small groups & informally on a 1:1 basis.
Main duties of the job
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. Use and update databases, producing reports and statistics for the team and wider distribution, on a regular basis.
3. Dealing with patients on a 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 (including 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. Manage their own workload in line with patient and anaesthetist requirements.
8. Provide information to Business/line Manager relating to workload and work outstanding.
9. Provide cover for other team members within the patient feedback team when on annual leave or sick leave and vice versa.
About us
The post holder will be able to work flexibly and adapt to the changing demands within the team. The post holder must be able to communicate sensitively and effectively with a wide range of people including medical staff, business teams, and the wider multi-disciplinary team. The post holder will be required to understand the key features of the role and always understand the imperative need for confidentiality and discretion.
Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.
Expected Shortlisting Date: 03/01/2025
Planned Interview Date: 24/01/2025
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 performing routine to moderate analysis on such data. The post holder will be expected to produce reports as required, in line with the data obtained, including 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 workload.
Person Specification
Other criteria
* Adaptability and willingness to learn skills associated with the role as may be required
* Organisational skills and time management.
* Typing
* Establishing trends from data
* Writing comprehensive reports for clinicians and managerial staff.
* A broad understanding of medical terminology and its use within clinical correspondence
Qualifications
* A good standard of general education including (GCSEs in English and Maths Grade C or above)
* NVQ level 3, Vocational Qualifications level 3 or equivalent knowledge and experience in Computer literacy, including knowledge of Microsoft Office, including Word, Excel and PowerPoint.
* Demonstrable ability to work to agreed policies and procedures and have a good understanding of patient confidentiality
* ECDL or equivalent working knowledge of databases/IT packages
Experience
* Ability to deal with internal and external enquiries from a variety of different sources.
* Using Microsoft office packages including Word, Excel, PowerPoint, and Databases
* Data collection, collation, and analysis.
* Identify trends in data - positive and negative.
* Prioritising and managing workload to meet deadlines
* Liaising with a variety of sources to provide information when required
* Use of PAS & PPM and other relevant IT systems.
Skills & Behaviours
* Interpersonal and communication skills
* Ability to work as part of a team
* Understanding of customer care principles
* Ability to deal with sensitive and emotive information and enquiries in an appropriate and supportive manner
* Use of tact, diplomacy, and sensitivity with a wide range of people in various situations
* Knowledge and application of the Data Protection Act in relation to patient confidentiality and the appropriate care of patient information.
* Understanding of relevant Trust standards and NHS processes (the Leeds Way)
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.
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