Patient Experience Coordinator

Spire Shawfair Park Hospital is looking to recruit a Patient Experience Coordinator to lead and drive improvements to the patient experience, utilising all information available within Spire and monitor any changes made and ensure initiatives are trialled, reviewed and embedded.

This role will be a 30 hours per week contract, with the option of a hybrid working model.

Duties and responsibilities:

• Coordinate complaints in conjunction with the Hospital Director and Director of Clinical Services providing high quality responses that answer all aspects of a complaint and ensure that opportunities to learn and improve from complaints are delivered and embedded into the organisation
• Lead the complaints process when being interviewed by the Healthcare Improvement Scotland (HIS) or internal clinical reviews, providing assurance that the complaints are well managed and meet national guidance and Spire policy
• Be familiar with HIS regulations, to work with the governance team to maintain good outcomes for HIS inspections and develop plans to be Exceptional
• Ensure that the views of patients and customers are used to guide and inform the provision of services through patient forums, engagement with patient representative groups, dissemination of feedback from questionnaires, complaints etc
• Ensure that results from patient satisfaction surveys are discussed at the Clinical Governance Committee to ensure triangulation with clinical effectiveness information
• Ensure lessons and trends from complaints and patient feedback is reviewed, discussed, analysed and acted upon

Who were looking for:

• Experience of dealing with patients and other stakeholders
• Excellent communication and interpersonal skills with the confidence and ability to build relationships with diverse audiences
• Experience working within a healthcare setting

Benefits:

We offer employees a competitive salary as well as a comprehensive benefits package which includes, but is not limited to:

• 35 days annual leave inclusive of bank holidays
• Employer and employee contributory pension with flexible retirement options
• ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
• Free Bupa wellness screening
• Private medical insurance
• Life assurance

We commit to our employees well-being through work life balance, on-going development, support and reward.

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.

For us, its more than just treating patients; its about looking after people.

Closing date: In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications

About Us

At Spire Healthcare, caring is our passion. We have been putting patients at the heart of everything we do for over 25 years. We’re committed to looking after people, both patients and staff. We deliver high standards of care to our insured, self-pay and NHS patients across 39 hospitals and 33 clinics, medical centres and consulting rooms. Our successful business is led by an experienced and stable senior management team, we provide the highest quality of care through the latest medical technology, new facilities, and a focus on inspiring leadership and employee development.

We have achieved our market leading position because of our Purpose, which is to make a positive difference to peoples lives through outstanding personalised care. Everyone at Spire is aligned to this purpose, which underpins a culture of respect, inclusion, passion and collaboration across our business, enabling us to achieve more than 98% of our hospitals being rated ‘Good’ or ‘Outstanding’ by the Regulators; these are sector leading standards.