Job Description
Job overviewWorking closely with the Patient Experience Manager, Legal Services and Risk Manager, Patient Experience Co-ordinator and the Patient Experience Officers, this post has a key role in the delivery of the Trust’s Making Experiences Count (MEC) policy and procedures. The post will also contribute to the processes surrounding the wider Patient Experience agenda. The post has a key role in administering the Coronial process within the Trust and will support the legal function in the management of claims, coronial referrals and inquests.Main duties of the job1.
The post holder will help support and drive the Trust’s engagement plans and activities and will be responsible for developing and delivering face-to-face and online engagement events and activities, and providing engagement and involvement support and expertise to our departments and services, both in the hospital and community settings in line with our Making Experiences Count policy. 2. The post-holder will also help to ensure communication needs of service users, carers and the public are acknowledged and met within each service and department by supporting the Patient Experience Manager with the implementation of national Accessible Information Standards.3.
The post-holder will support and help to effectively deliver the Trust’s Family & Friends Test and oversee other patient and carer surveys, supporting departments to gather insights and feedback from people who use our services and the wider community. The post holder will also help to collate and report on feedback data and support our services to ensure continuous quality improvement based on the feedback they receive.Working for our organisationHarrogate and District NHS Foundation Trust (HDFT) cares for the population in Harrogate and the local area, as well as across North Yorkshire, Leeds and parts of the North East. At HDFT we provide outstanding care to both our patients and our staff and we value Kindness, Integrity, Teamwork and Equality.
If you’re looking for an interesting and rewarding career in the NHS, where you can make a real difference to patients’ lives, HDFT could be the place for you! We offer colleagues:- A supportive culture so colleagues can bring their whole selves to work.- Staff Recognition - as well as regular appraisals, we recognise achievements with our Making a Difference & Team of the Month Awards, along with annual Colleague Recognition Awards.- Employee Support and wellbeing – we offer a wide range of staff benefits including an Employee Assistance Programme, counselling service and a fast-track Physiotherapy service. Please note:- Due to high levels of interest, posts may close early if we reach a sufficient number of applications- Visa sponsorship is only available for certain roles.
Please ensure the role you are interested in meets the criteria for a visa before submitting your application. - Please also be aware that the Trust does not offer relocation packages for Agenda for Change roles. - All job offers are subject to satisfactory pre-employment checks.Detailed job description and main responsibilitiesPlease see the attached Job Description and Person Specification.
If you have any questions, please contact Susie Nicholson on [email protected]Person specificationCriteriaEssential criteria- Educated to degree standard and or professional qualification or equivalent experience- Experience of working in patient/carer/community engagement and involvement- Experience of other Patient Experience activities (e.g Friends and Family Test, patient surveys, patient engagement)- Experience of working in NHS or other public sector.- Working with complex, sensitive, emotive and confidential information.- Significant experience of working with people in a customer care context, including face to face interactions- Working autonomously and manage workload independently.- Evidence of working effectively with a wide range of groups, including external bodies and public/patients.Desirable criteria- NVQ Level 3/4 Customer Service or equivalent knowledge- NHS complaints experience or PALS function- Experience of direct line management of others- Experience of Datix for complaints, concerns and incident reporting, Claims and Inquests