Patient and Carer Experience Coordinator (East)

Job Overview

We are seeking to appoint a Patient and Carer Experience Co-Ordinator to support the service at Wrexham Maelor Hospital and to provide support across the wider North Wales service.

The role of a Patient and Carer Experience Co-Ordinator is to provide co-ordination and administration support for a range of new and existing services provided by the Patient & Carer Experience Team. The Patient and Carer Experience Co-Ordinator will report to the Patient Experience Manager and will work closely with the Patient Advice Liaison Support (PALS) Officers and the Complaints team.

The successful candidate will be expected to act as a daily contact for patients, relatives and carers and to provide support to staff across primary, secondary and community settings. You will need to be enthusiastic, motivated, sensitive and tactful and have experience in communicating with patients, carers, members of the public and staff of all grades in difficult and challenging situations. You will need to have excellent organisation skills and be competent with IT with experience in information collection and analysis. An understanding of NHS working practices is desirable.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

The ability to travel within the geographical area is also desirable.

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 tea
  
  

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