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Patient and Carer Experience Assistant

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Humber Teaching NHS Foundation Trust

13d ago

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

AI generated summary

  • You need 4 GCSEs at grade C or above, experience in administration/customer service, knowledge of NHS processes, and strong communication skills.
  • You will provide administrative support to the Patient and Carer Experience Team, assisting with the Friends and Family Test, and managing complaints and feedback processes daily.

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 of the Patient and Carer Experience Assistant is to support the Patient and Carer Experience Team with day-to-day administration processes, including handling complaints and feedback.

What qualifications are required for this position?

Candidates must have 4 or more GCSEs at grade C or above, including English and Maths, or equivalent qualifications. An A Level/BTEC Diploma/NVQ3 in Business Administration/Customer Service or a willingness to complete such a qualification is also required.

Is experience in customer service necessary for this role?

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

What skills are important for the Patient and Carer Experience Assistant?

Important skills include effective interpersonal communication, the ability to plan and prioritise tasks, excellent telephone manner, and the capacity to remain calm in challenging situations.

Are there opportunities for professional development?

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

Will the successful candidate need to commute between different sites?

It is desirable for the candidate to have the ability to commute between various sites.

Is previous experience with NHS IT systems like Datix and Lorenzo required?

While not essential, experience with a range of Microsoft software packages and Trust IT systems is considered desirable.

Are there any requirements concerning background checks?

Yes, as the postholder will have access to vulnerable people, a submission for Disclosure to the Disclosure and Barring Service will be necessary to check for any previous criminal convictions.

What benefits does the Trust offer beyond standard NHS benefits?

The Trust offers a unique range of benefits including an enhanced leave package and health and wellbeing support.

Are applications encouraged from candidates of diverse backgrounds?

Yes, the Trust recognises the positive value of diversity and promotes equality, welcoming applications from people of all backgrounds.

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.