Patient and Carer Experience Officer

Gloucestershire Health and Care NHS Foundation Trust; Tewkesbury; On-site; GBP 29,000 - 37,000; Part time

Job summary

An established industry player in healthcare is seeking a dedicated Patient and Carer Experience Officer to enhance the quality of clinical services. This rewarding part-time role involves engaging with patients and their families, resolving concerns, and gathering valuable feedback to improve care standards. The ideal candidate will possess excellent communication and customer service skills, along with a commitment to supporting diverse patient experiences. Join a passionate team focused on making a difference in the lives of individuals and communities, while enjoying a supportive work environment with numerous benefits and opportunities for growth.

Benefits

Free car parking

27 days leave plus bank holidays

Broad range of training opportunities

Generous NHS pension

Flexible working opportunities

Recognition and long service awards

Fast Track physiotherapy

Access to discounts and salary sacrifice schemes

Qualifications

• Experience in healthcare or social care is essential.
• Ability to work in a confidential manner and manage sensitive information.

Responsibilities

• Provide support to patients and families, resolving concerns effectively.
• Gather and respond to feedback, promoting a culture of learning.

Skills

Excellent communication skills

Customer service skills

Organizational skills

Negotiation skills

Computer literacy

Ability to work independently

Ability to manage competing priorities

Education

Health/Social Care equivalent qualification

Educated to degree level or equivalent

Job description

Main area: Patient and Carer Experience

Grade Band: 5

Contract: Permanent

Hours: Part time - 22.5 hours per week (To be worked across 4-5 days)

Job ref: 327-24-1162

Site: Edward Jenner Court

Town: Gloucester

Salary: £29,970 - £36,483 per annum (pro rata)

Salary period: Yearly

Closing: 09/01/2025 23:59

Interview date: 21/01/2025

We love what we do and we think you will, too!

At Gloucestershire Health and Care NHS Foundation Trust (GHC), we provide joined-up mental health, physical health and learning disability services to people of all ages across Gloucestershire. We run community hospitals and provide care and support in people’s own homes and in a range of other locations across the county.

We are on a mission to enable people to live the best life they can and we have a vision to work together to provide outstanding care. We put people at the heart of our services, focusing on personalised care by asking ‘what matters to you’.

The Patient and Carer Experience Team is looking to recruit an exceptional candidate on a part-time, permanent basis, as a Patient and Carer Experience Officer.

Job overview

Are you committed to improving the quality of clinical services to ensure high standards of clinical care are provided to patients, their families and carers? Would you enjoy engaging with people from a range of backgrounds to understand their experiences and share learning? If the answer is yes; this is an exciting and rewarding opportunity for you to develop your skills and knowledge.

The ideal candidate will be interested in developing (with support) robust systems and processes and have experience of accessing clinical records. They will be an excellent communicator, have exceptional customer service skills, be a team player and be flexible in order to support the diverse and dynamic workload of the Patient and Carer Experience Team. Furthermore, they will be required to work with a wide range of colleagues within the Trust, to liaise with external stakeholders, and have good organisational awareness.

Main duties of the job

• To provide accessible and confidential support to patients, their families and carers by offering advice, support and rapid resolution to clinical and other service experience concerns and liaising with appropriate staff and managers across all Trust services to achieve effective outcomes.
• To gather and respond to compliments, comments and concerns, and with support take an active part in the complaint resolution process.
• To support a proactive, positive, evidence-based and Trustwide approach to gathering patient experience information, ensuring that patients, their families and carers receive timely responses and feedback. Encourage staff to act upon this information promoting a culture of learning from these experiences within the Trust.
• To support the Patient and Carer Experience Team to collect, analyse and disseminate information obtained from complaints, concerns, patient surveys and other sources of feedback e.g. NHS Choices.
• Work alongside colleagues within the Patient and Carer Experience Team to ensure that correct and appropriate responses are provided.

Working for our organisation

We have in excess of 5000 staff working over 50 sites, providing a diverse range of services. We strive to support an organisational culture that is welcoming, builds and celebrates inclusivity and diversity and provides a sense of belonging and trust.

Detailed job description and main responsibilities

• To liaise directly with patients, their families and carers in order to support resolution of concerns at the earliest possible opportunity.
• To liaise directly with frontline services in order to seek options for resolution of concerns and to share learning opportunities.
• To ensure that the management of patient and carer experience information is analysed robustly, efficiently and within agreed timescales.
• To continually ‘horizon scan’ and report to the Head of Patient and Carer Experience any developments either locally or nationally which would have an influence on management of experience feedback.

Person specification

Qualifications

• Health/Social Care equivalent/relevant qualification or experience
• Educated to degree level or equivalent

Experience

• Experience of working in healthcare, social care or the voluntary sector
• A working knowledge and understanding of health and social care systems
• Interest in the Public Involvement in Health agenda
• Experience of working across a range of different agencies and organisations
• Experience of providing tailored written/verbal responses to a range of people
• Working knowledge of: The Data Protection Act, Freedom of Information Act, NHS Constitution, Disability Discrimination Act
• Experience of teaching and supporting colleagues, patients and the public.

Knowledge

• Ability to work in a confidential way
• Good negotiation and facilitation skills
• Good time management and organisational skills
• Able to use own initiative and work independently as well as an effective team member
• Computer literacy and accessing online information
• Excellent oral and written communication skills
• Understanding of NHS complaints procedures
• Working effectively with people who may be distressed and angry
• Writing and producing information for the public, clinical and non-clinical staff and management.

Skills

• Willingness to learn
• Ability to manage competing priorities and constant interruptions
• Ability to impart information of a complex or sensitive nature clearly and confidently
• Ability to gain confidence of service users and staff and promote the service

Other

• Flexible working when required
• Able to attend and participate in all mandatory and statutory training events

When joining us, as well as becoming part of a team that makes a difference, we also offer:

• Free car parking at many of our sites
• 27 days leave plus bank holidays, increasing up to 33 days with long service
• A broad range of training and development opportunities, including apprenticeships up to Level 7 qualification.
• A multi-professional preceptorship programme for all Newly Qualified Nurses, Nursing Associates, Internationally Educated Practitioners, Allied Health Professionals and Return to Practice Practitioners.
• Generous NHS pension and enhanced pay when if you work unsocial hours
• Flexible, family friendly and agile working opportunities
• Recognition and long service awards
• Fast Track physiotherapy
• Access to discounts and salary sacrifice schemes; including Cycle to Work, Car scheme and discounts on travel, leisure and retailers.

Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date. Good luck with your application.

For more information please see the attached 'Additional Information for Applicants' document.

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Name: Marit Endresen

Job title: Patient and Carer Experience Team Manager

Email address: [e-mail]

Telephone number: 07966 526386