jd for patient survey volunteer - Homerton University Hospital

Role DescriptionVolunteer role:Based at:Days/times:Volunteer Supervisor:Main purpose:Patient Survey VolunteerA range of wards and departments, dependent on need,Homerton University Hospital, Homerton Row, London, E96SRA min of two half-days a month, with days/times to beagreedMargaret Howat, Head of Patient ExperienceTo gather feedback from patients about their hospitalexperienceBackgroundGathering patient feedback is a top priority for the Homerton. We were the first in theUK to use a hand-held survey device – called a Patient Experience Tracker (PET) – toget almost instant information about a patient’s experience in a particular ward ordepartment. Alongside this, the hospital regularly carries out surveys to get moredetailed comments on patient care.We are looking for volunteers who are able to come into the hospital for half a day,twice a month, to encourage patients to complete the PET or to conduct face to facesurveys with patients. By volunteering in this role, you will ensure the hospital finds outwhat it’s doing well and what needs to be improved.Duties1. To ask patients to complete the Patient Experience Tracker in a particular area,reading out the questions where assistance is required.2. To ask a patient a series of agreed survey questions, recording their responses asagreed with the Volunteer Supervisor.3. Getting a book with the appropriate translation of the questions if required.4. Other help with surveys such as data input.

Person SpecificationPatient Survey VolunteerEssentialo Aged 18 or overo Able to commit reliably to at least 2 half days a month for a minimum of six monthso Well presented, with a friendly and approachable manner and good verbalcommunication and listening skillso An ability to relate well to people on a one to one basis and be sympathetic toothers’ situationso Basic IT literacyo An ability to act on own initiative within the role descriptiono A willingness to be flexible and to follow the guidance of a Volunteer Supervisoro A commitment to the trust’s equal opportunities and diversity policieso A willingness to abide by the Homerton’s volunteer guidelines, including rules onconfidentiality, health and safety and manual handlingo To be willing to receive training in customer care, communication skills and anyother areas as appropriate to the volunteer roleDesirableo Experience of survey workGeneral informationo Volunteers should not undertake duties outside this role description without checkingfirst with their Volunteer Supervisor.o Volunteers must not undertake any manual handling tasks.o A volunteer can offer emotional support and empathy but must under nocircumstances offer advice or a medical opinion on a patient’s treatment or assistwith anything of a clinical nature.o Volunteers are reminded of the importance of confidentiality at all times. They mustunder no circumstances discuss patients’ affairs with any person other than therelevant staff. If a patient discloses information relevant to their condition, thevolunteer should direct the patient to speak to the Nurse in Charge.o Volunteers are complementary to paid staff and must not be used to replace rolesthat are usually undertaken by hospital employees.