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Blue Arrow
,
London, Greater London
Patient Ambassador
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Job Type: Full-time |
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Salary: £10.5 per hour |
Overview
Patient Ambassador Royal London Hospital Whitechapel, E1 Salary: £10.55 per hour Do you have what it takes to become a Patient Ambassador at this internationally renowned teaching hospital based in east London. Patient Ambassadors are responsible for supervising, both the domestic and catering services within their hospital zone. They report into the Domestic Services Managers. They manage a team of ward hosts and cleaners within their allocated zones. Working via Serco, a leading provider of public services in the UK, this is a rare opportunity to join the outstanding team at the capital's leading trauma and emergency care centres and hyper-acute stroke centres. Offering one of the largest children's hospitals in the UK and home to London's Air Ambulance, becoming a member of this team is something you can be extremely proud of. Your key purpose is to ensure the operational success of the catering and domestic service to the NHS Trust. It is the front-line interface with the nursing staff, patients and Serco staff. Key to success in this role is establishing relationships with senior nurses and matrons within the allocated zones; managing a domestic and ward host team to deliver a high-quality service; communicating effectively between wards and managers to ensure issues are addressed and resolved as quickly and professionally as possible. A proactive approach and commitment to delivering first class patient care are essential to success. You will be responsible for: Liaise daily with senior nurse on duty on each area within your zone. Resolve any issues where possible and escalate to managers if necessary. Responsible for ensuring that all staff within your zone work in a safe manner and in accordance with Serco H&S/COSHH/method statements. Responsible for reporting an incident, safety observations or near misses on Assure. Ensure that the catering and domestic service within your zone is being maintained to at least the minimum standards expected of the contract and in accordance with issued domestic and catering schedules/SLAs. Responsible for ensuring that all staff within your zone are working to their allocated shift timings and are always wearing the correct uniform and PPE. Monitor breaks of staff to ensure that all staff are working to their contracted hours. Responsible for the line management of allocated staff within zones; this includes all performance management, absence management, disciplinary/grievance processes, and any other immediate HR requirements. Provide advice and guidance to staff within your zone as required. Following initial induction training, complete competency checks for new starters and allocate an experienced mentor until competent to operate alone. Encourage patients to complete feedback forms through regular patient survey activities Complete performance reviews for all staff within your zone annually (with a six-monthly review) Responsible for ensuring communications are passed on to all staff within your zone of responsibility. Essential skills: - Effective Communication Skills with customer and staff (ability to converse and write to a good level in English) - Ability to supervise and conduct basic line management duties for a small team of staff - Flexibility to cover other areas and shifts if required - Confidence to work with senior nursing staff and manage a team - Positive attitude and approach to finding solutions - Passion for patient care and delivering a first-class service. - Ability to achieve BICSc qualification or NVQ level 3 within the 1st 12 months of appointment. - Food safety certification to level 3 within 12 months of employment Additional/Special Features of this role include: - Exposure to unpleasant work conditions. - Occasional emotional demands when interacting with patients and visitors. - Flexibility and adaptability - Good organisation skills - Ability to work effectively alone and as part of the team - Present a professional image - Ability to work within a busy environment - Ability to work under pressure - Ability to follow departmental regulations and assimilate training - Flexible approach to working shift patterns - Attention to detail Based on the Serco Team Member skills, you will be; Customer Focused: seeing everyone you come in to contact with as customers. You be proactive when it comes to identifying customer needs and meeting those needs, taking swift action to resolve issues with integrity. Always alert to the customer's point of view and demonstrates a sense of urgency. A Problem-Solver: able to identify problems within your area of remit and take responsibility for finding solutions. Innovative; generating ideas and solutions for everyday work problems that contribute to ongoing continuous improvement and add value to the customer. A Team Player: willing to work with others, knowing that the whole of the team is greater than the sum of individual efforts. Confident Managing; whether that be through effective delegation or management of time, resources and relationships to ensure work is completed efficiently. Resilient: maintaining a calm composure in uncertain or challenging situations, consistently behaving in a way that is acceptable to others. So if you're looking for work and willing to become part of the front line effort faced by all healthcare staff at present, we want to hear from you today.