Patient Experience Support Officer

Job Introduction

• 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.

• 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.

• 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.