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Patient and Carer Experience Assistant

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Humber Teaching NHS Foundation Trust

26d ago

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

AI generated summary

  • You need 4 GCSEs (C or above), Level 3 qualification/diploma, admin experience, effective communication skills, and a calm demeanor. Disclosure check required.
  • You will assist with the Friends and Family Test, manage daily admin tasks for the Patient and Carer Experience Team, and support the administration of complaints and feedback processes.

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 is the main focus of the Patient and Carer Experience Team?

The main focus of the Patient and Carer Experience Team is to support communities in their involvement and engagement in Trust activities, as well as to receive and act on complaints and feedback.

What qualifications are required for the Patient and Carer Experience Assistant position?

Candidates must have 4 or more GCSEs at grade C or above, including English and Maths, or equivalent. Additionally, an A Level, BTEC Diploma, NVQ3, or equivalent qualification in Business Administration or Customer Service is preferred, or the willingness to complete such a qualification.

Is prior experience in health care administration necessary for this role?

While previous experience in a health care administration setting is beneficial, the essential criteria include a demonstrable experience in administration or customer service at an advanced level.

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

The main responsibilities include providing administrative support for the Friends and Family Test, assisting with the administration of complaints and feedback processes, and supporting the day-to-day operations of the Patient and Carer Experience Team.

Are there opportunities for professional development within the Trust?

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

What personal skills are essential for this role?

Essential skills include effective inter-personal communication, the ability to plan and prioritise tasks, remaining calm in challenging situations, and demonstrating ethical values within a culture of equality and diversity.

Is there an understanding of equality and diversity required for this role?

Yes, the ability to demonstrate ethical values and attitudes within a culture of equality and diversity is a requirement for the position.

Are previous applicants eligible to apply for this position?

No, previous applicants need not apply for this role.

What is the work-life balance like for this position?

The Trust values work-life balance and is open to discussing flexible working arrangements to better meet the needs of applicants.

What type of software knowledge is preferred for this role?

Experience using a range of Microsoft software packages and Trust IT systems such as Datix and Lorenzo is desirable.

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.