Patient Experience Officer (Across two Boroughs) London, England
Job description
Patient Experience Officer (Across two Borough)
Title: Patient Experience Officer
Reporting to: Operations Manager, Healthwatch Lewisham
Location: Outreach work across boroughs of Lewisham and Bromley. Office base in Lewisham, SE23 2LB.
Salary: £21,000 - £24,000pa
Hours: 37.5 hours per week
Holidays: 25 days, plus 8 statutory days
Contract: Permanent
Application deadline: Thursday 27th April, 5pm
BACKGROUND
Your Voice in Health & Social Care (YVHSC) commissions a number of local Healthwatch services across London. Healthwatch is the main public and patient engagement mechanism for health and social care users in each borough.
Healthwatch includes championing the health and social care needs of adults and children in both boroughs, acting as an independent local voice ensuring that services meet the needs and remain high-quality and fit-for-purpose. Representing the views and experiences of local people, including children and young people, and helping communities to exercise greater choice over the services they receive. Healthwatch Lewisham and Bromley will have a visible presence in the borough, with an effective, proactive and independent local voice.
Key to YVHSC Healthwatch services is the Patient Experience Programme. In each borough there are weekly, monthly and quarterly patient experience targets to achieve. The Patient Experience Officer will directly deliver the programme in the boroughs of Lewisham and Bromley.
JOB PURPOSE
To provide operational delivery of the patient experience programme across Lewisham and Bromley, which includes:
- Extensive community outreach across health, social care and community settings
- Collection of real time patient experience feedback
- Management of data collection and analysis functions
- Production of quarterly Patient Experience Reports
- Development, training and support of a volunteer base to underpin delivery of the patient experience programme
MAIN DUTIES AND RESPONSIBILITIES
1. To lead and direct local patient experience activities for Lewisham and Bromley.
2. To gather patient experience feedback on health and social care services through an extensive outreach programme across the borough.
3. To support people to share their experiences with us.
4. To achieve monthly and quarterly Patient Experience targets
5. To identify engagement opportunities across the boroughs to collect patient feedback and liaise with relevant partners as appropriate.
6. To maintain robust systems for collating and analysing patient and resident feedback, including maintaining relevant databases and utilising relevant reports and graphics.
7. To upload, analyse, interpret and present the results of the patient experiences collected.
8. To produce quarterly and annual patient experience reports for the borough.
9. To train, support and supervise volunteers to participate in the collection of patient experiences.
10. To refer people to the Healthwatch information and signposting service and the NHS
Complaints Advocacy Service.
11. To promote the role of Healthwatch and represent the organisation and its findings at external meetings and with individual partners.
12. To establish and develop positive and productive relationships with relevant health and social care providers to enable access to services and impact from themes and trends.
13. To attend relevant partnership and stakeholder meetings for the purposes of presenting Patient Experience information/reports and supporting the ongoing development of the Patient Experience Programme.
14. To work with the Operations Manager to identify and follow up themes and trends, ensuring impact from the patient voice.
15. To use social media to promote and target opportunities for patient experience reviews, increasing direct reviews to our website.
16. To review external online health and social care review platforms for relevant integration of patient reviews
OTHER DUTIES AND RESPONSIBILITIES
17. Support Healthwatch values of quality, teamwork, care and compassion, dignity and respect, and openness, honesty and responsibility through the application of appropriate behaviours and attitudes.
18. To work with colleagues to help Healthwatch become a listening, learning and improving organisation.
19. To work with colleagues across the organisation to ensure all reports and correspondence are co-ordinated and responded to efficiently, effectively in a timely manner.
20. Update Healthwatch websites and social media accounts.
21. To contribute to team working by participating in staff meetings, away days and other events as necessary.
22. To attend supervisions and appraisals and provide written progress and work reports as required.
23. Plan and manage own workload, set targets and deadlines, and be self-supporting with regard to administration and IT.
24. Participate in the organisations fundraising activities and contribute to the preparation of fundraising proposals.
25. Attend training courses as agreed with, or determined by, his or her line manager.
26. Work within YVHSC’s Equality & Diversity framework, taking positive action where necessary.
Person Specification
Requirements Essential (E)/
Method of Desirable Assessment (D)
Skills and competencies
(a) Excellent organisational skills, and the ability to work effectively multi-task and meet targets (E)
(b) Excellent communication skills in English - written, verbal and listening skills (E)
(c) Ability to speak additional language(s) (D)
(d) Excellent interpersonal skills and the ability to work within the community, with a variety of stakeholders and partners and with different cultural and ethnic groups (E)
(e) Advanced IT skills and an intuitive ability to learn new programmes/software with ease – Word, Excel, PowerPoint, WordPress, databases, data analysis (E)
(f) Ability to work with websites and deal with social media (E)
(g) Excellent administrative skills, including attention to detail and the ability to keep up-to-date records (E)
(h) Ability to motivate volunteer teams, developing and maintaining good relationships to support service delivery (E)
(i) Ability to develop and maintain good relationships with staff and partners (E)
Knowledge – type and depth
(j) Basic awareness of the diverse communication skills of the public, including those who are vulnerable (E)
(k) Good knowledge of community engagement or research methodologies and techniques (D)
(l) Good knowledge of how to use excel for advanced data manipulation and analysis (E)
(m) Knowledge of the health and social care sector, health and social care services, community, voluntary and faith organisations and the populations of Lewisham and Bromley (E)
(n) Good knowledge of IT software (E)
(o) Knowledge and understanding of the remit of Healthwatch and patient and public engagement and experience (D)
Requirements Essential/ Method of Desirable Assessment
Learning and development – type and depth
(p) Good record of ongoing personal development and learning (E)
(q) Commitment to further learning and personal development (E)
Experience – quality and relevance
(r) Experience of community outreach and working with diverse communities (D)
(s) Experience of setting up and maintaining systems and procedures (D)
(t) Experience of supporting and working with volunteers (D)
(u) Experience of dealing with enquiries from the public, including those who are upset (D)
(v) Experience of working with people from a range of backgrounds and with different abilities (E)
(w) Experience of working in a small office environment(D)
Personal qualities and circumstances – essential and directly relevant to post
(x) Strong affinity with the mission and values of the organisation (E)
(y) Awareness of own strengths and weaknesses, with good time management skills (E)
(z) Proactive approach demonstrating problem solving approach and the ability to manage own workload and work with minimal supervision (E)
(aa) Resilience in the face of challenging circumstances (E)
(bb) Personal commitment to equity and diversity across society (E)
(cc) Ability to respect and keep confidentiality (E)
(dd) Have a driving licence (D)
(ee) Willingness to work occasional unsocial hours (such as evening or weekend) (E)
Recruitment timeline:
Application deadline Interviews Post Starts
Please note only successful applicants will be notified as to whether they have an interview.
ADDITIONAL INFORMATION
Applications will be reviewed on a rolling basis.
Annual Leave: 25 days Annual Leave in addition to bank holidays. The leave year runs from 1st April to 31st March.
Pension scheme: There is a company pension scheme to which employees currently 3% of their salaries and the employer contributes 5%.
Probationary period: The appointment will commence with a probation period of six months which may be terminated at a month’s notice by either side during the period.
Right to Work in the UK
Under Immigration Act 2014, employers must ensure that any prospective employee is legally entitled to live and work in the UK. If you are offered employment by YVHSC you will be required to produce an official document confirming that you are entitled to live and work in the UK, e.g., passport; full birth certificate and official document confirming your name and national insurance number; or a passport/travel document/letter from the Home Office.
Other: Successful applicants be subject to an enhanced DBS check.
Application deadline: Thursday 27th April, 5pm
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Job Types: Full-time, Permanent
Salary: £21,000.00-£24,000.00 per year
Benefits:
- Company events
Schedule:
- Monday to Friday
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (preferred)
Experience:
- working in Health and Social Care: 1 year (preferred)
- Excellent communication skills in English: 1 year (preferred)
- Ability to work with websites and deal with social media: 1 year (preferred)
- Ability to motivate volunteer teams: 1 year (preferred)
Work Location: In person
