The Patient Experience Intelligence Analyst is responsible for the collection and the analysis of data in relation to patient experience including feedback, concerns and complaints. The role will ensure that data collected is accurate to allow the reporting against key performance indicators and the identifications of themes and trends to drive service improvement to support improved outcomes. The role is crucial in supporting projects and improvement to enable the organisation to ensure effective patient experience and engagement

This post will focus on data, information and analysis on themes and areas relating to patient engagement and experience, and the impact this has on patient care. Mainly office based role with option of some home working.

Main duties of the job

o Provision of patient engagement and experience reports to inform of current numbers, themes and trends.o Key role within the patient experience and PALS and Complaints team to ensure accurate collection and utilisation of data through QSIS / Datix cloudo Supporting the PALS and Complaints manager, and / or Deputy Head of Nursing for Patient Experience and Engagement to develop and manage data systems and reporting structureso Facilitating the development and active maintenance of an overall PALS and Complaints reporting programme, ensure and track implementation.o Aiding the coordination of work streams identification of interdependencies, risks and issues 'unblocker' of issues to enable projects to progress.o Reporting of progress to the PALS and Complaints Manager and / or Deputy Head of Nursing for Patient Experience and Engagemento Present sensitive and complex information to subcommittees and internal and external stakeholderso Liaising, information sharing, and collaborative working with internal and external stakeholders e.g. divisional meeting or reports for the PHSO (Parliamentary Health Service Ombudsman)

About us

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.

Job description

Job responsibilities

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:- applied for a Graduate visa- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment- or the Trust has agreed that they will Sponsor you as a Skilled Worker and you will complete your studies within 3 months of the anticipated start date of employment

This vacancy will close at midnight on 8th September 2024

Interviews are due to be held on 18th September 2024

Benefits to you

At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.

On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.

CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.

We welcome applications from the Armed Forces.

Person Specification

Qualifications

Essential

• Educated to Degree level or equivalent experience
• Evidence of further professional development in IT, or equivalent experience
• Evidence of continuous professional development

Desirable

• Qualification or equivalent experience demonstrating proficiency in MS Office Applications and / or working knowledge of data analysis software

Experience

Essential

• Demonstrable experience of data analysis and report writing.
• Evidence of working with multi-disciplinary staff across a diverse professional organisation
• Experience of working with QSIS and Datix to produce data driven reports
• Evidence of analytical and problem solving skills
• Ability to communicate and present complex information to the recipient's level of understanding
• Experience of developing documents and policies

Desirable

• Previous experience of working in NHS
• Previous experience of patient experience service

Knowledge

Essential

• Knowledge of statistical and data analytical techniques
• Knowledge of computer based report writing and data analysis of complex and / or sensitive data
• Knowledge of Microsoft Office applications particularly Excel, Word and Access and the ability to produce high quality, reliable reports, graphs and statistics
• Knowledge of ICT (including Word, PowerPoint and Excel) and data analysis
• Understanding of confidentiality and data protection
• Knowledge of Trust information systems including QSIS, Datix
• Awareness of NHS targets and Trust priorities Awareness of anti-discriminatory issues
• Knowledge of the Trust including awareness of priorities
• Sound knowledge of office procedures
• Good working knowledge of Microsoft Office packages
• Knowledge of computer based report writing and data analysis of complex and / or sensitive data
• Knowledge / application of all elements of MS Office software
• In depth knowledge database management.

Desirable

• Knowledge of the Trust including awareness of priorities.
• Understanding of patient experience processes.

Skills

Essential

• Ability to prepare and present reports to detailed specifications for local, divisional, Trust Board and others as requested
• Ability to work as part of a team
• Ability to respond to unpredictable work patterns and meet deadlines, whilst managing own work-load time effectively
• Strong interpersonal and communication skills including facilitation, and obtaining, providing and presenting information.
• Ability to think clearly, solve or pre-empt problems, reach decisions, prioritise and recommend appropriate action through the assessment of relevant information.
• Ability to engage others in data analysis and reporting
• Negotiation and diplomacy skills.
• Ability to adapt during periods of change.
• Ability to work autonomously.

Additional Requirements

Essential

• The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.

Employer details

Employer name

Cambridge University Hospital NHS Foundation Trust

Address

Addenbrookes Hospital-Division Corporate

Hills Road

Cambridge

CB2 0QQ

Any attachments will be accessible after you click to apply.

180-F-245382