Patient Experience Officer - Scunthorpe

We are offering an exciting opportunity to be part of the Patient Experience Team.

Within the Group, the Patient Feedback Team and Patient Advice and Liaison Service (PALs) work closely as core elements of both teams.

The Patient Experience Officer post will work independently within both of these areas, with support when required, within clear organisational procedures and policies.

The postholder will support the provision of a robust and effective Patient Advice and Liaison Service (PALS) within the Group. They will respond to routine matters of concern raised by patients and the public, providing advice, support, and direction to ensure issues are resolved quickly and efficiently. They will also support the development of capturing real-time patient feedback engaging in 1:1 interview with patients in a variety of settings, and the information gathered will provide in-depth feedback which will be utilised to improve patient experience. Data collection and reporting, including Friends and Family Test, will be an essential part of this role.

Utilising excellent communication skills is central to the post and being able to identify quality and safety issues when speaking with patients is essential.

This role is a combination of being office based and attending multiple clinical areas for prolonged periods on a daily basis, therefore there is physical activity required.

We are looking for an individual with outstanding communication abilities, and who are experienced in providing outstanding customer care. Excellent interpersonal skills, a friendly approach, enthusiasm and motivation are all required for this post.

Previous experience of working with an emphasis on customer service would be desirable, as this post entails handling patient feedback. At times this feedback may be challenging and distressing and candidates will need to evidence skills and abilities to manage these situations. We require the candidates to be able to manage their own timescales, whilst working as part of a wider team. Our expectation is that the candidate should be able to work independently, with access to supervision, and be able to problem solve on a daily basis.

The candidate will need a range of computer skills, and be able to create and manage excel documents for reporting purposes. This a creative role and previous experience with computer design programs would be an advantage, ie Canva, Microsoft Forms.

This role is primarily based at Scunthorpe General Hospital, but there will be an element of working cross site working at the Diana, Princess of Wales Hospital, Grimsby and Goole and District Hospital (transport will be provided).

This post will close once sufficient applications are received.

The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.

Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.

Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.

As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.

We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.

For further details / informal visits contact: Name: Sue Wright Job title: Patient Experience Manager Email address: sue.wright11@nhs.net Telephone number: 03033 303083