gesh Patient Experience Officer

St George's University Hospitals; St Helier; On-site; GBP 35,000 - 48,000; Full time

Job summary

St George's, Epsom and St Helier University Hospitals and Health Group is seeking a Patient Experience Officer to lead and coordinate patient and carer feedback across the Trust, championing the patient voice in decision making and service design.

The role focuses on supporting FFT and Armed Forces Community programmes, building robust stakeholder relationships, delivering clear action logs, and creating communications to involve patients and carers in service improvements.

Responsibilities

• Act as a key point of contact for patients and carers sharing feedback.
• Champion patient and carer voices across all Patient Experience projects.
• Collaborate with divisional staff to identify learning and service improvements.
• Record actions and maintain logs for follow-up.
• Engage with patients face to face, by phone and in writing to gain feedback.
• Assist with audits and inspections and report findings.
• De-escalate distressed individuals to support patients and families.

Job description

The post-holder plays a vital role in the delivery of the Patient Experience projects and initiatives across the Trust, acting as a key point of contact for patients and carers who wish to share their feedback or get involved, helping to ensure the patient voice is encouraged, heard and included.

The Patient Experience Officer will act as a champion for patients/carers and the Armed Forces Community, ensuring that they have opportunities for their voices to be heard, their interests recognised, and to be considered as partners in decision making, service development and design.

The main focus of the role is to support the programmes of Friends and Family Test (FFT) and the Armed Forces Community across the Trust, working closely with the Group Head of Patient Experience.

The post-holder plays a vital role in the delivery of the Patient Experience projects and initiatives across the Trust, acting as a key point of contact for patients and carers who wish to share their feedback or get involved, helping to ensure the patient voice is encouraged, heard and included.

The main focus of the role is to support the Group wide FFT and the Armed Forces Community programme to coordinate the planning and deliver a range of initiatives such as project support, organise awareness events and lead in the creation of communication materials.

As a champion for patients and carers, to ensure that they have opportunities for their voices to be heard, interests recognised, and to be considered as partners in decision making, service development and design.

Another key aspect of this role will be continuing to build on strong relationships with a range of internal and external stakeholders to ensure robust systems are in place to support patients, carers and staff ensuring that our guidelines and policies are used by staff / carers.

St George's, Epsom and St Helier University Hospitals and Health Group cares for a population of four million people in South West London and North East Surrey. Our sites include St George's Hospital, one of 11 major trauma centres in the UK and the largest healthcare provider and major teaching hospital in the area; St Helier Hospital, home to the South West Thames Renal and Transplantation Unit and Queen Mary's Hospital for Children; and Epsom Hospital, home to the South West London Elective Orthopaedic Centre (SWLEOC).

After years of collaboration, our two Trusts became a hospitals group in 2021. While remaining as two separate Trusts, being a hospitals group will help us to collaborate more closely on research, and the development, education, and training of our 17,000-strong workforce.

• Act as a key point of contact for patients and carers who wish to share their feedback or get involved, helping to ensure the patient and carer voice is encouraged, heard, and included.
• Act as a champion for patients and carers, across all Patient Experience projects ensuring their voice is at the heart of the organisation and its services. Ensure that all feedback is shared with the relevant teams, and that learning is actioned to continually improve the quality of our services.
• Work in partnership with a range of divisional staff (including senior leadership, clinical staff, and support staff) to identify opportunities for learning and service improvement in response to patient and carer feedback and supporting and monitoring the implementation of agreed actions.
• Work with both internal and external stakeholders, including outside agencies, to identify opportunities for change/actions generated through feedback received via several Patient Experience channels. Record and follow up key actions, producing clear and thorough action logs, which must be kept up to date.
• Engage with patients face to face, over the phone and in writing to gain feedback on patient experience initiatives - creating reports, drafting recommendations and action plans managers can act upon.
• Take part in audits and inspections as part of the Patient Experience Team , feeding back on findings and proactively reassessing to check on improvements.
• De-escalating issues with members of the public when identified to support the patient, carer or relative who may be distressed.