Patient Feedback Co-ordinator - Leeds, United Kingdom - Leeds Teaching Hospitals

Leeds Teaching Hospitals

Verified Company

Leeds, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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.

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.

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.

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.

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.

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 work