Patient Experience Officer

at  Devon Partnership NHS Trust

The work of the Team is sensitive and confidential and skill is needed in developing and maintaining communication with people about difficult matters and or difficult situations, encouraging and supporting people to take action. Options for action are in line with agreed service and organisation policies or following direction of the Patient Experience Lead. The Team relates to people who use Trust services, their families and the public, also staff of all clinical and corporate areas of the Trust and partner organisations in both health and social care. Team members are required to communicate clearly and concisely on a very broad range of topics being sensitive to possible barriers to effective communication and modifying the content and methods of communication appropriately.
The Patient Experience Officer will be required to communicate effectively with people from a wide range of professional and non-professional backgrounds and to keep accurate and complete records of their work. The Patient Experience Officer will plan and organise their own work within agreed practice protocols and to set standards and to agreed priorities, contributing to the review and development of day to day team practices and the improvement of the service. The Patient Experience Officer is responsible for individual case work (non-clinical) assisting clients to identify and clarify their concerns about the issues they present. The Team member will investigate options available to the client using internal and external sources of information and advice.
This will include discussions with relevant Trust or stakeholder staff when consent is given. They will communicate the results appropriately, following through with any planned and agreed action. An explicit responsibility of the Team is to use the feedback provided by people to improve service development. The Patient Experience Officerwill record their work clearly and accurately and in a timely manner in writing and using the Risk Management System (RMS), to facilitate the production of reports to support Trust governance arrangements and service development.
The Patient Experience Officer has a personal duty of care in relation to using and safeguarding the equipment and resources of the Trust. The Patient Experience Officer will contribute to the efficient running of the PALS element of the Patient Experience Team, sharing responsibility for office administration and the collection and retrieval of information to support team activity. The post holder will maintain appropriate confidentiality of information relating to the Trust, individuals and patient information. The post holder will be expected to comply with all aspects of the Data Protection Act.
The role will involve the development and implementation of office procedures and will require a high degree of organisational skills and excellent working knowledge of administrative practices

Please refer the Job description for details