Patient Feedback Volunteer
Purpose
We are looking for volunteers to improve the patient and carer experience through gathering and encouraging feedback from our patients and/or people who look after them at home (carers).
This could involve using the Friends and Family Test (FFT), short local surveys, or other feedback tools such as hearing patient stories or asking patients pre-set questions. You may have to pass on concerns, complaints, or issues raised by the people you speak with to staff, so that they can be dealt with.
We are looking for volunteers who enjoy meeting new people, have excellent listening skills, and a friendly and open manner. In return you will meet new people and contribute to improving the wellbeing of our patients. You will also gain practical volunteer experience and learn about the healthcare environment gaining experience that may be transferable to paid employment.
Commitment level
2-4 hours, weekly or fortnightly for a minimum of 6 months
Shifts available 7 days a week, timings can be discussed upon application
Summary of duties
- The nursing staff will sign post you to patients/carers to conduct the survey and who will be being discharged soon. Alternatively, you may be asked to approach patients/carers in waiting areas or from a list with contact details.
- The patients/carers who will be selected to be surveyed will be assessed to ensure that they are appropriate for volunteers to contact. Exceptions to this may be where you are undertaking surveys in a waiting area and patients/carers can not be pre-selected. You will receive safeguarding training as part of your induction to assist with this and have an identified supervisor should you have concerns about the person you are speaking with.
- Introduce yourself as a volunteer and confirm the patient/carer is happy to take part in the survey.
- Follow the role procedure to let the patient/carer know further information about the survey, such as what it is being used for, confidentiality, and where the results will go.
- You will talk through the survey questions and record the answers. This is likely to be on an iPad provided by the ward/area. Or if you are undertaking patient conversations, see handbook.
- If the patient/carer has any clinical questions, always escalate these to an appropriate staff member.
- Any concerns must be reported to a staff member immediately.
- The patient/carer is able to stop the survey at any time and withdraw.
- Inform the nurse in charge/manger that you have completed the survey when you have surveyed all available patients/carers.
- It is important to follow compliance with all infection control procedures and guidelines shared with you.
Skills, experience, attitudes, and qualities needed
Essential
- Comfortable communicating confidently
- Excellent listening skills and a non-judgmental attitude
- A friendly and open manner
- To feel comfortable in an acute hospital environment
- To adhere to the Trust values of treating others with respect at all times
- Understand the importance to stay within the boundaries of the role description
Desirable
• Experience working with people with cognitive impairments or dementia
• Experience working with people with autism or a learning disability
Training and information provided
• Volunteer mandatory training programme (please find further information on our FAQs page)
• Department orientation and induction
• Specialist training if required, such as Dementia Level 2
• Shadowing induction sessions with an existing volunteer or staff member demonstrating the role.
• Ongoing supervision and support
• Ongoing updates and information
Challenges of the position
• Coming into hospital can be an anxious time for patients and their relatives. Sometimes this may make people less tolerant than they might usually be and they may come across as impolite. It is important that the volunteer remains calm and listens politely and seeks staff support immediately if required.
• Potentially supporting patients with cognitive impairments or dementia (around 25% of inpatients at NBT have dementia), additional training and support will be provided.
Boundaries of the position
Volunteering within the NHS has clear boundaries to ensure that we are keeping our patients and volunteers safe. Please download the detailed role description below for further details.
Reimbursement of expenses
• Travel expenses to and from the hospital can be reimbursed
• Meal vouchers for use in the staff Vu restaurant are offered if volunteering for over 4 consecutive hours in one day
Benefits of volunteering
• Gain practical volunteer experience and learn about the healthcare environment
• Develop skills and experience that may be transferable to paid employment, such as working as a part of a team
• Opportunity to help/support patients during a difficult time provide facilitating meaningful feedback
• References can be provided on completion of three months volunteering, if required
• Ongoing support and supervision sessions
• Making friends with other volunteers and meeting new people
• Awards in recognition of volunteering contribution
• Free parking
Recruitment information
You will be asked to provide two independent references from people who have known you for more than three years (this cannot be a family member).
You will also need to have a standard Disclosure and Barring Service (DBS) check for this role, which will be paid for by the Trust.
How to apply
If you would like to apply for this volunteer opportunity, please click the link below to be taken to the application portal, where you will be able to apply online:
If you would like an alternative method to apply, such as a paper application form, please get in touch with us directly on:
Telephone Number: 0117 414 0110
Email: Volunteer.services@nbt.nhs.uk
Postal Address: Volunteer Services, North Bristol NHS Trust, Brunel building, Level 1, Gate 18, Southmead Hospital, Bristol, BS10 5NB