Patient and Carer Experience Coordinator (West)

Patient and Carer Experience Coordinator (West)

We are seeking to appoint a Patient and Carer Experience Coordinator (West) to support the service at Ysbyty Gwynedd Bangor and to provide support across the wider North Wales service.

The role of a Patient and Carer Experience Coordinator 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 Coordinator 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 in a timely manner 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 phone calls.
• 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 support 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.
• Support the organisation and administration of training initiatives to improve patient and carer experience.
• 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.
• Support the feedback of compliments and the weekly Feelgood Friday.
• Provide general administrative support to the team.

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.

Person Specification

Qualifications

Essential Criteria

• Educated to Diploma level or relevant equivalent experience.
• Evidence of achievement of or current anticipation in ongoing professional development e.g., 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.
• Ability to communicate in Welsh.

Desirable Criteria

• 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 to meet the needs of the service.

Desirable Criteria

• Ability to work on own initiative and with minimal supervision.

Seniority Level

Entry level

Employment Type

Full-time

Job Function

Health Care Provider

Industries

Hospitals and Health Care