Please Note: The application deadline for this job has now passed.
Job Introduction
Patient Experience Support Officer
Advance your career as a Patient Experience Support Officer with DHU Healthcare!
As a Patient Experience Support Officer, you will play a pivotal role in guiding and supporting teams across the organisation to involve patients effectively in the planning and shaping of their services. Working closely with the Patient Involvement and Experience Manager, you will drive meaningful public engagement through targeted and varied methods to ensure impactful and inclusive participation.
Beyond providing advice and guidance, you will coordinate and manage Patient Experience and Engagement Team (PEET) projects, co-production initiatives, and public involvement events. This role is essential in ensuring that patients, carers, and the public are actively involved in service evaluation, accreditation, and redesign processes, with any changes leading to an enhanced patient experience and improved outcomes.
Location: Derby
19 hours per week
£22,816 per annum, pro-rata
What DHU can offer you:
Working Patterns: We recognise that 9-5 doesn’t work for everyone, so we have a range of working patterns available to suit your work/life balance. Our friendly team will work with you to find the best fixed pattern for us both.
Generous annual leave entitlement: Standard 25 days + 8 bank holidays, increasing with service up to 33 days + 8 bank holidays. Pro Rata/ Per Annum
Employee benefits:
As part of our team at DHU Healthcare, we believe in rewarding you, our colleague, for your hard work and dedication to providing the very best in patient care. As part of our team, you can enjoy a host of benefits to enhance your well-being.
As part of our team at DHU Healthcare, we believe in rewarding you, our colleague, for your hard work and dedication to providing the very best in patient care. As part of our team, you can enjoy a host of benefits to enhance your well-being.
Health Cash Plan: After six months with us, you'll enjoy 24/7 GP access for you and your family, along with a free Level 1 Health Cash Plan covering dental, optical, and therapy costs to support your health and well-being whenever you need it.
Access to the DHU Hub: Offering exclusive shopping and entertainment discounts, well-being resources, a health portal, and our enhanced Employee Assistance Programme.
NHS Pension Scheme: Rest assured knowing your future is secure with our NHS pension scheme. Already an NHS employee? We acknowledge your continuous service and commitment to healthcare excellence allowing you to bring your existing pension pot and holiday allowance with you!
Car Lease Scheme: DHU has teamed up with NHS Fleet Solutions to offer a salary sacrifice scheme for colleagues. As part of our citizenship commitment and active approach to reducing our carbon footprint, we can provide you with lease options on a brand-new hybrid or electric car.
Enhanced Maternity/Paternity Leave: We understand the importance of family, which is why we offer enhanced maternity and paternity leave to support you during this special time in your life, supported by a robust Family Friendly policy.
Referral Programme: Share the benefits of working at DHU with your network and you can earn cash rewards through our Employee Referral Programme.
Birthday Leave Guarantee: Birthday leave isn't compulsory; it's entirely up to you! We can’t always celebrate with you, so whether you choose to take the day off and indulge in a well-deserved break or prefer to work and save your leave for another time, the decision is yours to make!
Free Parking: We know how expensive public parking can be! Most of our sites offer free, secure parking for your vehicles.
What your typical day looks like:
- Support the Patient Involvement and Experience Manager and Patient Involvement and Experience Officer in delivering DHU’s strategy around patient engagement and experience.
- Support the Patient Involvement and Experience Manager with any public engagement and involvement activities as directed.
- Support the Patient Involvement and Experience Officer with any public involvement in DHUs Observe and Act assessments and quality walkarounds.
- Support with gaining new and innovative ways to actively involve people who use our services.
- Develop, maintain, and manage an organisational database of stakeholders and stakeholder groups to enable involvement; actively seeking to engage a diverse range of people representative of DHU’s patient population.
- Analyse patient feedback and insight data and support with the production of reports.
- Support with the provision of information around PPI activities/feedback from visits as required, e.g., for CQC requests, quality walkarounds, annual reports, and quality reports.
- Support with the management of the Patient Engagement and Experience Team inbox, ensuring all e-mails are responded to courteously and in a timely way or escalated as required.
- Facilitate the process for raising purchase order numbers for team activities.
- Support with the DHU PEET newsletters, i.e., put out a call for articles, help with identifying stories that are relevant for inclusion, support with editing, proof reading, and coordinating the design.
- Support and facilitate online meetings, such as focus groups etc. as required, using involvement tools such as Slido and break out rooms to promote interaction when appropriate.
- Support with the admin and planning for events.
- Support with the development and maintenance of DHUs Patient Engagement and Experience Team’s online presence through its intranet, website, and social media networks, and exploring and developing further digital enabler to support the team’s work.
To be a successful Patient Experience Support Officer, you’ll need:
- Educated to GCSE or equivalent.
- ECDL/CLAIT/Technical Certificate or equivalent.
- Strong administrative background – 5+ years’ experience.
- Good working knowledge of Microsoft Office i.e., Word, Excel, Publisher, PowerPoint, and Outlook.
- Knowledge and experience of databases.
- Be able to listen sensitively and remain calm when receiving negative feedback.
- Able to remain calm when communicating with emotional or angry people and use effective communication to deescalate the situation.
- Ability to analyse data and draft reports, identifying trends.
- Able to relate and respond to complex and sensitive enquiries.
- Ability to take notes at meetings and produce minutes.
- Knowledge of the public involvement agenda and legislation.
- Knowledge of the NHS and challenges for patients and carer's.
- Will be required to travel to a range of locations.
- May be some weekend and evening work to attend Patient & Public Involvement meetings/events.
We understand that digital applications may not be suitable for everyone. If you need to apply in a different way that better meets your needs, please reach out to us, and we will gladly accommodate your application in a format that works for you. For more details about our recruitment process, click here, or contact our team of talent acquisition professionals by emailing: Careers@DHUHealthCare.nhs.uk.
At DHU HealthCare we pride ourselves on our diverse workforce, and we remain committed to ensuring every person, in each of our teams, can bring their true selves to work without risk or fear of discrimination. As such, we would welcome applications from diverse audience representing the communities we continue to serve.
We proudly embrace forces-friendly practices and dedicate unwavering support to our Veterans/Service Leavers; Reservists; Cadet Force Adult Volunteers and military spouses/partners, fostering a workplace that values their unique skills and contributions.
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