Job Introduction
Patient Experience Support Officer
Derby
14 hours per week
£22,816 per annum, pro-rata
DHU Healthcare is a ‘not-for-profit’ community interest company providing a diverse range of services to the NHS frontline, including urgent and emergency care, primary care, out of hours services and NHS111. We care for patients across the West and East Midlands – a population totalling around 14 million. As a socially conscious organisation, we provide compassionate, high-quality care to our patients and offer a supportive work environment to our 2,500 DHU employees. If you would like to find out more about us, you can visit our website at Our profile: DHU Healthcare.
About the role
The post-holder will provide advice and guidance to teams on involving patients in planning their services. They will support the Patient Involvement and Experience Manager to enable effective public involvement ensuring it is effectively targeted and delivered using different methods of engagement. They will organise PEET projects, co-production, and events to ensure that patients, carer's, and the public are appropriately and meaningfully involved in service evaluation, accreditations, and service re-design, with any change made leading to improved patient experience.
The post holder will participate in promoting and advancing DHU Health Care CIC, whilst working towards DHU’s Values, behaviour's, and principles
We are always:
- Compassionate – we show kindness, consideration and understanding in everything we do – and demonstrate our caring nature to our patient, people, and communities.
- Accomplished – we are available day and night – a response, adaptable, professional NHS partner, providing the best advice, care, and treatment for every individual.
- Respectful – we recognise the value that individual and team difference bring – welcoming views, listening, being honest, and learning from others’ experiences.
- Encouraging – we believe everyone matters, so we inspire confidence in other – promoting ‘speaking up,’ fostering career-long learning and development, and supporting improvement ideas.
Responsibilities:
- 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.
Essential Skills:
- 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.
In return, we can offer:
Joining DHU means you will receive some great benefits. This will include access to the NHS pension scheme – alongside a generous annual leave allowance that grows with your length of service or recognises your existing NHS commitment. We provide an incremental sick pay scheme and family friendly policies like maternity and paternity pay that match the NHS offer, alongside working enhancements including an additional 30 - 45% of annual salary for unsociable hours benefit (earning potential will vary on shift days / times). We will also support your health and wellbeing - with complementary Westfield Health Insurance membership which covers basic costs like your dental care, glasses, physiotherapy, chiropody and many more.
At DHU Healthcare, we are committed to fostering an environment where Equity, Diversity, Inclusion, and a strong sense of Belonging are not only celebrated but actively promoted. We believe that every individual, regardless of their background, deserves the right to access quality healthcare services and to be treated with respect and dignity. Our commitment to Equity, Diversity, Inclusion, and Belonging is at the heart of everything we do, from patient care to our organisational culture.
