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Patient and Carer Experience Assistant

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Humber Teaching NHS Foundation Trust

15d ago

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

AI generated summary

  • You need 4+ GCSEs (C or above), relevant Level 3 qualification or willingness to complete one, NHS knowledge, admin/customer service experience, effective communication skills, and calmness under pressure.
  • You will provide administrative support to the Patient and Carer Experience Team, focusing on the Friends and Family Test and managing the Complaints and Feedback process.

Requirements

  • Qualifications And Knowledge
  • 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
  • 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
  • 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

  • The Patient and Carer Experience Assistant is responsible for providing administrative support to the Patient and Carer Experience Team including Complaints and Feedback.
  • The main responsibility of this role is to support the team with day-to-day administration including:
  • 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 is the main responsibility of the Patient and Carer Experience Assistant?

The main responsibility is to provide administrative support to the Patient and Carer Experience Team, including overseeing the administration processes related to the Friends and Family Test, and managing the Complaints and Feedback process.

What qualifications are required for this position?

Candidates must have 4 or more GCSEs, grade C or above, including English and Maths, and either an A Level/BTEC Diploma/NVQ3 in Business Administration/Customer Service or be willing to complete such a qualification.

Is previous administrative experience necessary for this role?

Yes, demonstrable experience within administration or customer service at an advanced level is essential for this position.

What skills are essential for a successful candidate?

Essential skills include effective inter-personal communication skills, the ability to plan and prioritize, a calm demeanor in challenging situations, and the ability to work as part of a team.

Are there opportunities for professional development?

Yes, the Trust is committed to staff development and invests in colleagues to ensure they have the right skills to deliver outstanding care.

Will the role involve dealing with complaints and feedback from patients and carers?

Yes, the Patient and Carer Experience Assistant will support the administration of the Complaints and Feedback process, which involves handling correspondence and queries related to patient experiences.

Are there any desirable criteria for candidates applying for this position?

Yes, desirable criteria include awareness of complaints and feedback procedures and experience of using Trust IT systems such as Datix and Lorenzo.

What kind of environment does the Trust aim to provide?

The Trust aims to create a supportive and welcoming environment for all staff, promoting equality and diversity and ensuring a positive workplace culture.

Is the role structured for a specific working pattern?

The role's work pattern is flexible, and the Trust welcomes applications from candidates who may need different working arrangements.

What is the procedure for safeguarding vulnerable individuals in this role?

As the postholder will have access to vulnerable people, the role is subject to a Disclosure and Barring Service check for any previous criminal convictions as per the Rehabilitation of Offenders Act.

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.