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    Patient Engagement and Involvement Assistant - Yeovil, United Kingdom - Somerset NHS Foundation Trust

    Somerset NHS Foundation Trust
    Somerset NHS Foundation Trust Yeovil, United Kingdom

    3 weeks ago

    Default job background
    Permanent
    Description

    Job summary

    This post is integral to the trust's commitment to exceptional patient and carer experience. You will participate in ensuring that people feel listened to, action is taken when things go wrong and working in partnership with patients and carers, (especially those who are seldom heard) to continually develop and improve our services.

    The ability to communicate confidently with people (patients, service users, carers, and colleagues) is essential, using good overall communication skills.

    You will need excellent IT skills and the ability to quickly learn new systems. We are looking for someone who is creative and imaginative.

    You will have the opportunity to participate in the success of patient experience and involvement projects across the trust including supporting unpaid carers and triangle of care. Reaching out to wards and teams across the organisation to support the gathering of and learning from patient and carer feedback.

    You will attending events and proactively engage with people in our communities to ensure we are listing, hearing and acting upon what people are telling us by involving them and working in partnership.

    You will receive support and guidance from a friendly and welcoming Patient Engagement team and the role will be an opportunity for you to develop your knowledge, skills and understanding of patient and carer experience.

    Main duties of the job

    To receive and respond to day to day enquiries into the department by telephone, email and face to face. To provide administrative duties relating to service user involvement, patient and family feedback activities.

    Outreach to wards and teams across the organisation to support the gathering of and learning from patient feedback. Attend listening events and ensure that what we hear and learn is recorded and shared amongst the wider team so that we can decide upon actions and next steps.

    Assist with the set up of engagement events, ensuring that we are listening to a diverse range of people across our communities. Assist members of staff who would like to engage with patients, relatives and carers.

    Monitor the patient engagement email address messages for themes and trends and analyse feedback for themes and trends.

    Offer advice and support to teams in relation to patient and service user involvement, survey creation and use of feedback to make improvements.

    Provide administrative support to meet the service needs and have the ability to use a variety of database applications. To be responsible for data entry and ability to maintain and keep up to date records on a variety of databases and to ensure documents and files are up to date and produce reports and spreadsheets as required. As required, prepare and circulate meetings papers. Ability to transcribe an accurate record of meetings.

    About us

    Yeovil District Hospital is now part of Somerset NHS Foundation Trust. As an organisation, the NHS offers a wide range of benefits including flexible working, pension contributions, market leading annual leave allowance, career progression, and regular conversations, not to mention our Blue Light Card and NHS exclusive discounts.

    The benefits of working in Somerset include the idyllic countryside, with our areas of outstanding beauty and stunning coastlines. You will get to enjoy these perks whilst still only being a stone's throw away from bustling city centres like Bristol, Bath and Exeter and only two hours away from London.

    There are excellent educational facilities in the area and, when compared to other regions, house prices are reasonable. You will experience the best of both in Somerset, the countryside and the cosmopolitan - there is truly something for everyone

    Job description

    Job responsibilities

    Essential Criteria

  • Working Knowledge of word Excel and working with databases. All round good standard of IT knowledge and an ability to adapt to new process, with excellent keyboard skills.
  • Excellent Customer service with the ability to be a good listener with and outstanding care for patients, relatives and carers.
  • Experience of working directly with service users.
  • Experience in working with others and have to ability to work effectively build good working relationships and work with senior managers, clinicians and all levels of staff.
  • Ability to be sensitive to the needs of patients, their families and members of the general public.
  • Ability to deal sensitively with families who are bereaved or very distressed for other reasons.
  • Ability to deal calmly with patients/relatives who may be angry or abusive or under pressure.
  • Able to prioritise and manage your own workload and meet deadlines.
  • Experience of giving presentations/training sessions to large groups.
  • Evidence of a good standard of Literacy/English Language skills.
  • Able to work alone, as well as a part of a team.
  • Display confidence, assertiveness and tenacity.
  • Able to use your own initiative, and take instruction.
  • Excellent interpersonal skills, with accurate written English.
  • Willingness to use technology to improve standards of care and support to patients.
  • Able to travel off site to meetings/events.
  • Compassionate and non-judgemental.
  • Car owner/driver with a valid UK driving licence.

    • Desirable criteria

  • Customer service experience.
  • Health Care background.
  • Wide experience and understanding of work in a complex organisation.
  • Experience of constructively questioning and challenging existing practices and attitudes in a work setting.
  • Experience of writing reports for presentations to committees and groups.
  • Conflict resolution skills.
  • Optimistic and constructive.
    • Person Specification

    Application and interview

    Essential

  • Working directly with service users
  • Good standard of general education
  • Able to work on own initative

    • Desirable

  • Broad based knowledge of the NHS
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