Job summary
- Main area
- Patient Experience
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 214-CEN-6427553
- Employer
- Sherwood Forest Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- King's Mill Hospital
- Town
- Sutton-In-Ashfield
- Salary
- £25,147 - £27,596 per annum
- Salary period
- Yearly
- Closing
- 31/07/2024 23:59
Employer heading
Senior Patient Experience Officer
NHS AfC: Band 4
Sherwood is nationally recognised as being an excellent place to work and deliver care. We are rightly proud of the 5,500 colleagues who work here and we are the Health Service Journal’s Trust of the Year in 2020.
The Care Quality Commission rated King’s Mill Hospital Outstanding and Newark, and Mansfield Community Hospitals Good. Overall we are rated Outstanding for care.
For the last three years, we have been ranked as the best NHS Trust to work for in the Midlands and in 2020 we were the third best Acute/Community NHS Trust in England.
Happy colleagues deliver better care. Our teams work in a supportive, inclusive environment, which nurtures wellbeing and has opportunities for development and progression. We do not just care for our patients, we also care for you.
We would love you to join us.
_______________________________________________________
Job overview
The Patient Experience team (PET) provides an accessible and responsive service by offering on the spot advice, support and resolution for patients, relatives and members of the public who wish to raise concerns about their care.
We are seeking applications from individuals with a passion for delivering a high quality service. Applicants should be dedicated to driving change, contributing to the delivery of an outstanding experience for all service users and their families, by supporting the resolution of issues, concerns and complaints within agreed timelines, and the Trust’s wider Patient Experience engagement and feedback processes.
You will provide a seamless service to patients, their families and other service users across the Trust and support staff in the clinical services in their handling of concerns raised as well as supporting the administrative functions of formal complaints and investigations.
Main duties of the job
We are looking for a dynamic, motivated individual who works well under pressure and is able to demonstrate exceptional and sensitive customer service skills. The successful candidate will have excellent verbal and written communication skills, particularly in dealing with difficult or challenging situations or individuals, and will have significant experience of working in a patient, public or customer facing role. The post holder will clearly demonstrate the ability to be assertive and use their initiative to effectively manage a caseload of ongoing complaints investigations and work well within a team to prioritise and manage conflicting demands.
The post holder ideally will have a base knowledge of the NHS Complaints process and wider governance work carried out within the NHS.
This is a challenging, but rewarding post, within a supportive team, focused on improving the experiences of people visiting our hospitals.
Working for our organisation
Thank you for your interest in this role.
Sherwood is nationally recognised as being an excellent place to work and deliver care. We are rightly proud of the 5,500 colleagues who work here, and we are the Health Service Journal’s Trust of the Year in 2020.
The Care Quality Commission rated King’s Mill Hospital Outstanding and Newark, and Mansfield Community Hospitals Good. Overall, we are rated Outstanding for care.
For the last three years, we have been ranked as the best NHS Trust to work for in the Midlands and in 2020 we were the third best Acute/Community NHS Trust in England.
Happy colleagues deliver better care. Our teams work in a supportive, inclusive environment, which nurtures wellbeing and has opportunities for development and progression. We do not just care for our patients; we also care for you.
Our culture of learning, compassion and taking a person-centred approach are at the roots of our organisation. We would love you to join us.
Detailed job description and main responsibilities
To understand the role in more detail, please refer to the attached job description and person specification.
Person specification
QUALIFICATIONS
Essential criteria
- Educated to Diploma level or equivalent experience
- Proficient in standard keyboard skills and a variety of software packages including Word and Excel
- Evidence of continued learning and development and further training
- Evidence of experience of using DATIX
Desirable criteria
- In depth theoretical study of a broad range of techniques/processes relating to the specialist area
EXPERIENCE
Essential criteria
- Experience of complaints & PALS
- Experience of working within PPI
- Experience of working in an hospital setting and dealing with people who are distressed or agitated
- Experience of working in a team effectively
- Experience of effective letter & report writing
- Excellent understanding of NHS agenda particularly in field of complaints/ PALS / Litigation governance and risk management
Desirable criteria
- Working in a NHS Foundation Trust
- Experience in a PALS or complaints administration role
- Knowledge of Datix
APTITUDES AND ABILITIES
Essential criteria
- An excellent team worker
- Ability to communicate sensitively and manage difficult conversations
- Excellent oral and written communication skills and an ability to work at all levels of the Trust
- Ability to prioritise own workload and meet deadlines
- Competent in the use if IT, word, PowerPoint, excel etc.
- Ability to use initiative and judgment in decision making
- Confident in presenting data to different audiences
Desirable criteria
- A full understanding of the relevant policy, legislation drivers and their application to the relevant service area
DESCRIPTION AND ATTITUDE
Essential criteria
- Inspires others, leads by example, capacity to work autonomously and to develop shared vision of services
- Excellent telephone manner
- Flexibility in shift/working patterns to meet the needs of the service
Desirable criteria
- Ability to accept and respond to constructive criticism
SPECIAL WORKING CONDITION
Essential criteria
- Willing to work flexibly across health economy
Employer certification / accreditation badges
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Documents to download
Further details / informal visits contact
- Name
- Emma Mutimer-Hallgarth
- Job title
- Family Liaison Officer
- Email address
- [email protected]
- Telephone number
- 01623672222
- Additional information
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