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Patient and Carer Experience Assistant

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Humber Teaching NHS Foundation Trust

10d ago

  • Job
    Full-time
    Entry & Junior Level
  • People, HR & Administration
    Healthcare
  • Kingston upon Hull

AI generated summary

  • You need 4+ GCSEs (C+), Level 3 qualification in Admin/Customer Service, admin experience, effective communication skills, and knowledge of NHS procedures.
  • You will assist with the Friends and Family Test, manage daily admin tasks for the Patient and Carer Experience Team, and help administer the Complaints and Feedback process.

Requirements

  • Qualifications And Knowledge
  • Essential criteria
  • 4 or more GCSE's, grade C or above including English and Maths (or equivalent).
  • A Level/BTEC Diploma/NVQ3/Level 3 Apprenticeship Standard/Framework in Business Administration/Customer Service or equivalent qualification, or be willing to complete.
  • Knowledge of departmental and administrative procedures and systems; acquired through training e.g. ECDL and experience to NVQ3 level equivalent.
  • Intermediate level knowledge of the NHS and the Trust including the services it provides
  • Desirable criteria
  • Awareness of complaints and feedback procedures
  • Awareness of Friends and Family Test feedback procedures
  • Experience
  • Essential criteria
  • Understanding of a range of administrative work procedures and practices, some of which are non-routine and acquired through formal training or equivalent experience
  • Ability to communicate effectively across all level of staff, patients, relatives/carers and other agencies
  • Demonstrable experience within administration / customer service at an advanced level
  • Desirable criteria
  • Understanding of a range of work procedures and practices
  • Experience of using a range of Microsoft software packages and Trust IT systems e.g. Datix and Lorenzo
  • Skills And Competencies
  • Essential criteria
  • Evidence of effective inter-personal communication skills
  • Able to plan and prioritise effectively
  • Excellent telephone manner including the ability to seek, understand and document detailed information to support the investigation process
  • Ability to remain calm in challenging situations
  • Ability to work effectively as part of a team
  • Ability to demonstrate ethical values and attitudes within a culture of equality and diversity
  • Desirable criteria
  • Ability to commute between the various sites
  • Applicant Requirements
  • The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Responsibilities

  • To support the administration processes in relation to the Friends and Family Test.
  • To support the day-to-day administration processes within the Patient and Carer Experience Team.
  • To support the administration of the Complaints and Feedback process.

FAQs

What are the main responsibilities of the Patient and Carer Experience Assistant?

The main responsibilities include providing administrative support to the Patient and Carer Experience Team, assisting with the administration processes related to the Friends and Family Test, and supporting the Complaints and Feedback process.

What qualifications are required for this role?

Essential qualifications include at least 4 GCSEs at grade C or above, including English and Maths, as well as an A Level/BTEC Diploma/NVQ3 in Business Administration/Customer Service or equivalent. Candidates should also have knowledge of departmental administrative procedures.

Is previous experience in healthcare necessary for this position?

While previous experience in healthcare is not explicitly required, demonstrable experience within administration or customer service at an advanced level is essential.

What skills are necessary for success in this role?

Essential skills include effective inter-personal communication, planning and prioritization, excellent telephone manner, the ability to remain calm in challenging situations, teamwork, and ethical values in a diverse environment.

Are there opportunities for professional development in this role?

Yes, the Trust is committed to staff development and offers opportunities for training and skill enhancement to support outstanding care delivery.

Is knowledge of complaints and feedback procedures a requirement for applicants?

No, while awareness of complaints and feedback procedures is desirable, it is not a strict requirement for applicants.

What is the working environment like at the Trust?

The working environment is described as forward-thinking and dynamic, with a commitment to improving the experience of working in the NHS and providing a warm welcome to all employees.

Does the position offer flexible working arrangements?

Yes, the Trust welcomes discussions about flexible working arrangements that differ from those advertised to accommodate individual needs.

Will the postholder need to travel between different sites?

Yes, the ability to commute between various sites may be necessary, which is noted as a desirable criterion.

Is a Disclosure and Barring Service check required for this role?

Yes, due to the nature of the position, which involves access to vulnerable people, a submission for Disclosure to the Disclosure and Barring Service is required to check for any previous criminal convictions.

Humber Teaching NHS Foundation Trust

Caring, Learning & Growing Together.

Science & Healthcare
Industry
1001-5000
Employees

Mission & Purpose

Humber Teaching NHS Foundation Trust provides a comprehensive range of mental health, learning disability, community and addictions services to people from Hull and the East Riding, a population of almost 600,000. The Trust also provide forensic services to patients from the wider Yorkshire and Humber area and employs approximately 3000 staff in locations across 70 sites. As a Teaching Trust, we work closely with our major academic partners, Hull York Medical School and Hull University, nurturing a workforce of tomorrow's doctors, nurses and other health professionals.