Patient Experience

FRIMLEY PARK AND HEATHERWOOD

To guide patients through sharing their experience of Frimley Health NHS Foundation Trust

Key responsibilities:

• Visit designated areas of the hospital to complete the trust’s patient experience survey with patients, either digitally via a tablet device or in paper format.
• Liaise with the Patient Experience team to coordinate survey locations, and to ensure your approach to engaging patients is in line with best practice guidance.
• Announce your arrival to the nurse in charge when visiting wards, and explain the purpose of your visit.
• Introduce yourself to patients, relatives and visitors onwards, providing a friendly and positive impression of the hospital.
• Guide patients and their families through the survey tool being used.
• Alert supervisory staff to areas of concern and place patient safety at the forefront of your approach to this role.
• Return the completed questionnaires to the Volunteers Office or enter details onto the online analytics system.
• Keep all information given or discussed within the hospital confidential.
• Attend relevant training sessions provided by your department.
• Demonstrate the Frimley Health trust values in actions and behaviours.
• Smart, clean, tidy, of modest appearance. Volunteers must wear their volunteer t-shirts and their ID badge at all times. You must be bare below the elbow to promote public confidence and allow effective hand hygiene.

What skills do I need?

• Good listening and communication skills are essential.
• Patience and composure
• A caring, sympathetic, sensitive manner and a non-judgmental approach
• Understanding of confidentiality
• Have a positive outlook and enthusiastic approach
• Willingness to work without direct supervision
• Understanding of, or ability to learn, personal and professional boundaries
• Reliable/dependable/flexible