Patient and Carer Feedback Support Volunteer

About this role

OUTLINE OF VOLUNTEER ROLE:

You will provide support to the Day Centre Manager and staff to engage with patients in a welcoming and non-judgemental environment and aid the facilitation of the collection of feedback during Care Stream Meetings Sessions

To attend feedback sessions, promotions, feedback projects and events across the hospital and to speak with patients, families and carers about their experiences and to collect their feedback using devices (such as Purple MDM computer/tablets) or paper forms.

Volunteers would take notes during the conversations, and either submit the story online at the time or return to an Involvement and Volunteering Hub to submit the stories.

LOCATION:

Arnold Lodge

TIME COMMITMENT:

• Attendance at monthly Patient Forum Meetings (Face/Face)
• Attendance at monthly Care Group Meetings (Face/Face)
• Attendance at Quarterly Carers Meetings (Face/Face)
• Attendance during Feedback Sessions (Face/Face)

KEY TASKS:

Patient Forum Support

• Helping set out the room in an agreed layout.
• Preparing and distributing simple refreshments, collecting in and washing items used
• Welcoming and talking with patients.
• Actively listen and encourage patients to share their opinions, suggestions, and concerns regarding the organization’s services, products, or initiatives.
• Providing feedback to staff.
• Tidying up the room after the session

Feedback Collection Sessions

• Engage service users, carers and families, striking up a friendly rapport with them and encouraging them to share their feedback.
• Gather feedback using devices (such as Purple MDM computer/tablets) or paper forms.
• Providing informal support to service users, patients and their families/carers whilst taking part in the survey, explaining questions and listening carefully to their feedback.
• To assist people who may need support to post their feedback who may not be unable to access technology.
• Work with the Involvement Experience and Volunteering (IEV) Team to understand the views and experiences of service users, carers and families and share any concerning trends.
• When appropriate, signpost people to the PALS and Complaints Team or service manager where issues are shared which warrant immediate intervention.
• To explain how feedback is used by services and the difference it can make.

Care Group Meeting Attendance

• Attend meetings alongside patients and staff at Arnold Lodge, meetings will take place virtually via MS Teams
• Participate in meetings and discussions to share feedback findings and contribute to action plans.
• Offer suggestions for enhancing the feedback collection process to make it more efficient and effective.

ADDITIONAL TASKS:

• Familiarising new users to use the ‘Your Feedback Matters’  website, where they can read feedback.
• Familiarising new users to the online survey
• Familiarising new users to the Care Opinion website
• To co-deliver training for newly recruited Patient and Carer Experience (PCX) volunteers (one per year)
• To mentor/buddy with newly recruited volunteers when they first visit wards/speak to patients and carers

EXCLUSIONS:

• Volunteers are not expected to be involved in any of the following:
• Moving & Handling of patients or provision of other physical safety interventions
• Carrying out duties without supervision – all direct patient work will be supported.
• Covering staffing numbers when safe staffing is not achieved – the volunteer role will be supernumerary.

When you can volunteer

Requirements

• References needed
• Willing to take a DBS Check
• Age restrictions
• Accepts ex/offenders

Volunteer Specification
SKILLS, QUALIFICATIONS, AND PERSONAL QUALITIES REQUIRED
(ESSENTIAL)

• Good Level of English
• Ability to strike up rapport in conversation with patients, families and carers
• Non-judgemental attitude
• A good understanding of professional boundaries
• Ability to listen attentively.
• Attention to detail and ability to accurately record and document data.
• Experience of volunteering/working within Forensic Mental Health services
• Excellent communication skills
• Ability to work on own initiative and as part of a team.
• Willingness to undertake training.
• Commitment to uphold trust core values and NHS policies
• Understanding the importance of confidentiality and following procedures

SKILLS, QUALIFICATIONS, AND PERSONAL QUALITIES REQUIRED
(DESIRABLE)

• Enthusiasm and confidence to approach people.
• An interest in improving health services.
• Experience of processing data is helpful e.g. distilling lengthy conversations into key points.
• Sensitive and tactful nature
• Emotionally mature
• Compassion
• Reliable and trustworthy
• Available to volunteer at agreed times for a period of 12 months from start date
• Flexibility in terms of working hours, as some feedback collection activities may occur during evenings or weekends.
• Prior experience in feedback collection or customer service

TRAINING AND SUPPORT NEEDS:
All volunteers must undertake/provide the following.
• Registration Form
• Modal A Form
• References (3 Years)
• DBS Check (Enhanced)
• Occupational Health Check
• National Volunteering Certificate Training
• You will be invited to attend a one-day training event specific to this role
• You will receive support from your peers, particularly during collective support sessions for PCX volunteers.
• Core/Local Inductions

STANDARDS OF BEHAVIOUR AND DRESS
• Uniform and Trust ID
• Black Trousers
• Flat closed toe shoes or trainers (non-marking)

WE WILL PROVIDE:
• Supervision and support from a dedicated member of staff within Arnold Lodge and the Involvement, Experience & Volunteering Team
• Induction to Nottinghamshire Healthcare NHS Foundation Trust
• Specific training for the role
• On-going up-dates and information
• Reimbursement of travel expenses
• Volunteer Discounts and benefits

Location

Location Arnold Lodge, Cordelia Close, Leicester, UK