Patient and Service User Experience Co-ordinator (East) – INTERNAL Job Vacancy

Main duties of the job

Act as a visible point of contact for patients, carers, relatives, members of the public and staff. To support the service phone line and handling sensitive phonecalls

Support patient, relative and carer feedback through various methods in a variety of clinical settings

Support the PALS service with day to day enquiries and recording activity on the Datix module and working closely with Complaints colleagues

Provide a co-ordination and support role for a range of existing services delivered by the Patient & Carer Experience Team to ensure that service priorities are met and supporting the development of new services

Actively network and build relationships across the Health Board including Primary Care, secondary care, community and the third sector to promote the work of the Patient & Carer Experience Team

Build and maintain good relationships with management teams, clinical staff and non-clinical staff across the health board

Support the organisation and administration of training initiatives to improve patient and carer experience

Support effective communication of information

Develop and maintain effective IT systems to support the Patient & Carer Experience Team

Produce a variety of weekly, monthly, annual and ad hoc reports reporting on patient and carer feedback and PALS activity. Supporting the feedback of compliments and the weekly Feelgood Friday

Provide general administrative support to the team

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and Proud to Lead competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the Disability Confident Employer scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

Person specification

Qualifications

Essential criteria

Educated to Diploma level or relevant equivalent experience

Evidence of achievement of or current anticipation in ongoing professional development eg NVQ/ILM

Desirable criteria

ECDL

Experience

Essential criteria

Experience of involvement and communication with service users/general public

Experience in information collection, collation and sorting.

Experience of working with staff of all grades.

Ability to use own initiative to organise, oversee and control a block of work with minimal supervision

Desirable criteria

Experience in Social Care / 3rd Sector

Database creation and management

Skills

Essential criteria

Ability to prioritise own work

Competent in Microsoft: Word, Excel and use of email

Excellent communication skills (verbal and written) with the ability to deal with sensitive, and potentially distressing information and service users who may be upset and angry.

The ability to gain and sustain credibility with all levels of staff across the organisation.

Excellent organisational skills, self motivated and can meet deadlines

Able to handle detail with accuracy

Time management skills

Desirable criteria

Ability to communicate in Welsh

Project management skills

Research, audit and data management skills

Knowledge

Essential criteria

An understanding of the general principles of health and safety

An understanding of the Putting Things Right regulations

Desirable criteria

An understanding of NHS working practices

Personal Qualities

Essential criteria

Team player

Empathetic

Ability to communicate with sensitivity and tact

Enthusiasm to learn new skills

Ability to work flexibly

Desirable criteria

Ability to work on own initiative and with minimal supervision

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa , unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK . If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.

Employer certification / accreditation badges

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.

Welsh language skills are desirable

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.

Welsh language skills are desirable