Patient and Carer Experience Officer

At Gloucestershire Health and Care NHS Foundation Trust (GHC), we provide joined-up mental health, physical health and learning disability services to people of all ages across Gloucestershire. We run community hospitals and provide care and support in people's own homes and in a range of other locations across the county.
We are on a mission to enable people to live the best life they can and we have a vision to work together to provide outstanding care. We put people at the heart of our services, focusing on personalised care by asking 'what matters to you'.
We're passionate about making sure that everyone can contribute to achieving our mission and we are continually working to support healthy and happy high-quality teams in all areas of the Trust.
Our application process aims to understand each candidates knowledge, skills and experience. We have found that candidates that use AI to generate their answers can lack specificity and fail to address key criteria outlined in the job description.
It is really important to personalise your application to convey your individual skills, knowledge, and experiences effectively and for us to understand why you are applying for this role with GHC. We discourage over reliance on AI-generated applications as it will lessen your chances of success in securing an interview with us ., The Patient and Carer Experience Team is looking to recruit an exceptional candidate on a part-time, permanent basis, as a Patient and Carer Experience Officer.
Are you committed to improving the quality of clinical services to ensure high standards of clinical care are provided to patients, their families and carers? Would you enjoy engaging with people from a range of backgrounds to understand their experiences and share learning? If the answer is yes; this is an exciting and rewarding opportunity for you to develop your skills and knowledge.
The ideal candidate will be interested in developing (with support) robust systems and processes and have experience of accessing clinical records. They will be an excellent communicator, have exceptional customer service skills, be a team player and be flexible in order to support the diverse and dynamic work load of the Patient and Carer Experience Team. Furthermore, they will be required to work with a wide range of colleagues within the Trust, to liaise with external stakeholders, and have good organisational awareness., · To provide accessible and confidential support to patients, their families and carers by offering advice, support and rapid resolution to clinical and other service experience concerns and liaising with appropriate staff and managers across all Trust services to achieve effective outcomes.
+ To gather and respond to compliments, comments and concerns, and with support take an active part in the complaint resolution process.
· To support a proactive, positive, evidence based and Trustwide approach to gathering patient experience information, ensuring that patients, their families and carers receive timely responses and feedback. Encourage staff to act upon this information promoting a culture of learning from these experiences within the Trust.
· To support the Patient and Carer Experience Team to collect, analyse and disseminate information obtained from complaints, concerns, patient surveys and other sources of feedback e.g. NHS Choices.
· Work alongside colleagues within the Patient and Carer Experience Team to ensure that correct and appropriate responses are provided., · To liaise directly with patients, their families and carers in order to support resolution of concerns at the earliest possible opportunity.
· To liaise directly with frontline services in order to seek options for resolution of concerns and to share learning opportunities.
· To ensure that the management of patient and carer experience information is analysed robustly, efficiently and within agreed timescales.
· To continually 'horizon scan' and report to the Head of Patient and Carer Experience any developments either locally or nationally which would have an influence on management of experience feedback.

We have in excess of 5000 staff working over 50 sites, providing a diverse range of services. We strive to support an organisational culture that is welcoming, builds and celebrates inclusivity and diversity and provides a sense of belonging and trust.
The annual NHS Staff Survey gives our people the opportunity to tell us about their experience working at the Trust. For the 2023 survey just over 2800 colleagues gave us their views (58.5%). It was great to see from the results that colleagues are saying that:
+ 89.7% believe they are making a positive difference to patients/service users;
+ 73.3% would recommend the organisation as a place to work;
+ 82.4% agree that care of patients and service users is the organisations priority;
+ 76.7% would be happy with the standard of care for a friend or relative
Our results put us as 5th nationally as a Community, Mental Health and Learning Disabilities NHS Employer of Choice and 1st equal amongst all NHS Provider Trusts in the South West. However, we know we have more to do and will continue to drive forward our commitment to making GHC a Great Place to Work.

When joining us, as well as becoming part of a team that makes a difference, we also offer:
+ Free car parking at many of our sites
+ 27 days leave plus bank holidays, increasing up to 33 days with long service
+ A broad range of training and development opportunities, including apprenticeships up to Level 7 qualification.
+ A multi-professional preceptorship programme for all Newly Qualified; Nurses, Nursing Associates, Internationally Educated Practitioners, Allied Health Professionals and Return to Practice Practitioners.
+ Generous NHS pension and enhanced pay when if you work unsocial hours
+ Flexible, family friendly and agile working opportunities
+ Recognition and long service awards
+ Fast Track physiotherapy
+ Our Wellbeing line
+ Access to discounts and salary sacrifice schemes; including Cycle to Work, Car scheme and discounts on travel, leisure and retailers.
Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date. Good luck with your application.
For more information please see the attached 'Additional Information for Applicants' document.