Volunteer Patient & Carer Feedback Support

Job overview

We are passionate about gathering feedback from people who use our services. This role will help us to do this and continue to improve and develop the services we offer.

If you want to gain experience, improve your job prospects, or just want to give some of your time to help others, this volunteering role could be for you!

Main duties of the job

The role is intended to support our patient feedback team and enhance the service they offer.

What the role involves:

• Contact people who use services, their families and carers by telephone to capture their feedback on using a specific service.
• Listen to people as they talk about their experience, ask appropriate questions and record the person’s own words.
• Record people’s experiences on agreed templates, depending on the feedback we are asking them for, e.g. friends and family test (FFT), assessment feedback or general feedback.
• Send the feedback to the feedback team for collation.

DBS Level for this role is:  Standard

The knowledge, skills and attributes required for the role:

• To be friendly and enthusiastic.
• A good telephone manner.
• A good understanding of confidentiality
• To enjoy listening to people and have good listening skills.
• To be able to listen to other people’s experience without judgement.
• To be able to empathise with another person’s needs and situation.
• To be able to relate to people from a wide range of backgrounds.
• To be able to use a computer

NB: Initial training will be given by the Patient Feedback Manager on the process to be used and undertaking feedback calls. Ongoing support will also be available as needed.

What we hope you gain from the role

• Our thanks and appreciation
• New skills and knowledge
• Satisfaction from helping others