Experience and Involvement Officer in London

Main area: Patient Experience and Involvement

Grade: NHS AfC: Band 5

Contract: Permanent

Hours: Full time - 37.5 hours per week (Evening and weekend working may be required with notice.)

Salary: £37,259 - £45,356 Per Annum, Including High Cost Area

King’s College Hospital NHS Foundation Trust is one of the UK’s largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King’s College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

We encourage all our staff to have a healthy work/life balance. In doing so, you can apply for flexible working from the beginning of your employment. We offer a range of options which are designed to suit different circumstances and priorities in line with service requirements.

We are seeking a motivated, organised and proactive individual to join our Patient Experience & Involvement Team. This is an exciting opportunity to play a key role in strengthening how patients, families and the wider public shape our services. In this role, you will support a wide range of patient and public involvement (PPI) activities, contribute to the development of our emerging impact function, and provide high‑quality administrative and project support to ensure the smooth and successful delivery of our work.

Main duties of the job

• To support patient and public involvement activities

• Working with Experience and Involvement Leads, to recruit and train ‘patient experts’ across a range of projects and programmes whilst ensuring that participants are representative of the communities that we serve. To maintain the involvement register.
• Working with clinical and non-clinical staff, to deploy and support ‘patient experts’ within clinical settings and services to work alongside frontline teams to drive changes and improvement to services and patient experiences.
• To organise events, workshops and involvement activities (either face‑to‑face or virtual) to ensure patients and communities inform the work that we do. This will involve ensuring that all opportunities are accessible to our diverse communities.
• To support patient experience team with developing relationships with voluntary and community sector organisations that support our work, ensuring that all relevant information is captured on the involvement register.
• Working with the communications team, to develop and disseminate marketing materials that promote involvement opportunities to our patients and communities.

• Working with the patient experience team, to support the development of methodologies to assess outcomes, impact and effectiveness of the improvement projects implemented. This will involve supporting teams and staff with development of surveys and providing advice on approaches to involvement.
• To develop, recruit, train and support social research volunteers ensuring that they conduct activity in line with the Trust’s policies and procedures. Working with social research volunteers, to undertake surveys to evaluate programme delivery.
• To ensure that data captured via research, evaluation or involvement activities is accurately recorded and maintained.
• To analyse, interpret and present information in a way that allows timely decision‑making and action.

• Maintain efficient office systems, including filing, record‑keeping, and supplies management to support the smooth running of the Experience and Involvement team: Act as the first point of contact for general enquiries, ensuring timely and professional responses. Monitor and manage the Patient and Public Involvement (PPI) mailbox, ensuring all queries are acknowledged and responded to promptly, and elevate complex or sensitive issues to the appropriate team member.
• Working alongside patients and communities, to participate in quality improvements initiatives that contribute to improving patient experiences across King’s College Hospital. To own and deliver on component parts of projects and micro projects that contribute to wider programmes of work.
• To take a proactive approach to solving problems, presenting solutions that, where appropriate, have been co‑designed with local people and communities.
• To develop and continually improve processes and systems of work within the team. To maintain the ‘co‑production’ toolkit (tools, templates and policies to support patient and public involvement activities).
• To work alongside Experience and Involvement Leads, to organise and co‑ordinate programmes of work and project meetings, supporting the Leads to maintain project trackers and action logs.
• To contribute to the Trust’s compliance with requirements in relation, but not limited, to: CQC’s Regulation 9: Person Centred care, CQC’s Regulation 10: Dignity and respect, CQC’s Regulation 12: Safe Care and Treatment, CQC’s Regulation 14: meeting nutritional and hydration needs, National Health Service Act Section 242 Duty to involve, NHS England’s Working in partnership with people and communities: Statutory guidance.
• To organise and attend meetings. This includes compiling the agendas and relevant paperwork and circulation of the papers, taking formal minutes, following up actions, and undertaking tasks. Ensure that programme records and information are maintained.

• To attend meetings on behalf of the team and to represent the interests and objectives of the patient experience function.
• To develop close working relationships with service managers, frontline staff and care groups. To persuade staff of the importance of the project, negotiating with and motivating patients, communities and clinical and non‑clinical staff on project delivery, including linking in with other initiatives.
• To communicate sensitive information about performance and change, making routine presentations.

General

The post holder has a general duty of care for their own health, safety and wellbeing and that of work colleagues, visitors and patients within the hospital, in addition to any specific risk management or clinical governance accountabilities associated with this post. To observe the rules, policies, procedures and standards of King’s College Hospital NHS Foundation Trust together with all relevant statutory and professional obligations.

We want to be an organisation where everyone shares a commitment to delivering the very best care and feels like their contribution is valuable and valued. At King’s we are a kind, respectful team:

• Kind. We show compassion and understanding and bring a positive attitude to our work.
• Respectful. We promote equality, are inclusive and honest, speaking up when needed.
• Team. We support each other, communicate openly, and are reassuringly professional.

To observe and maintain strict confidentiality of personal information relating to patients and staff. To be responsible, with management support, for their own personal development and to actively contribute to the development of colleagues.

This job description is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this description will be subject to review in consultation with the post holder.

All employees must hold an 'nhs.net' email.