Patient Experience Feedback Volunteer

• NHS Borders (HQ)

• VO106244

Volunteers will be required to help with collection of feedback within the inpatient wards in the Borders General Hospital. Volunteers would be expected to approach and communicate with patients and their families/carers and work closely with the Patient Experience Coordinator (PEC). We may also ask volunteers to make follow up phone calls to seek feedback from patients after their discharge from hospital.
NHS Borders is looking for volunteers to support the organisation to obtain patient feedback from patients and their families/carers regarding their experience of NHS Borders services.
OUTLINE OF ROLE:
Volunteers will be required to help with collection of feedback within the inpatient wards in the Borders General Hospital. Volunteers would be expected to approach and communicate with patients and their families/carers and work closely with the Patient Experience Coordinator (PEC). We may also ask volunteers to make follow up phone calls to seek feedback from patients after their discharge from hospital.
This role requires volunteer support during office hours (9:00 to 17:00)
KEY TASKS:
o Attending a ward or outpatient area and approaching patients and their families/carers to see if they would like to take part in a patient experience survey.
o Providing support to the patients and their families/carers whilst taking part in the survey, explaining questions and listening carefully to their feedback.
o Providing feedback to the (PEC)on all aspects of the feedback gathering exercise including any comments and suggestions on the process from staff as well as patients and families/carers.
o When appropriate, signpost people to the Patient Experience Team and other organisations that can support people to feedback their experiences.

Experience required

REQUIREMENTS/SKILLS & EXPERIENCE:
o Must be able to make a regular, ongoing commitment (minimum of 2 hours per fortnight)
o Have a friendly, approachable manner
o Good communication skills (verbal and written)
o Be able to adhere to NHS Borders confidentiality and infection control policies
o Maintain a clean, tidy appearance.

Travel details

Borders General Hospital
Address: Huntlyburn Terrace, Melrose, TD6 9BS
Main switchboard: 01896 826000
Travelling by car
The hospital is just outside Melrose, directly off the A6091.
From the East (e.g. A68)
• Take the A68 towards Jedburgh.
• At the junction with the A6091, follow signs for Melrose / Galashiels.
• Continue on the A6091 for approximately 3 miles.
• The hospital is signposted on the left.
From Galashiels or the A7
• Follow signs for Hawick (A7).
• At Kingsknowes Roundabout

Travel expenses

A volunteer should not be out of pocket for expenses they incur from volunteering. As a guide, a volunteer can claim the following types of expense:
• Travelling to and from your place of volunteering (agreed with the Volunteer Lead prior to commencing volunteering)
• Parking fees (this does not include fines or charges obtained as a result of not adhering to parking regulations, within or out with NHS Borders)
• Travel in the course of volunteering
• Entrance fees e.g., when helping with patient outings
• Subsistence allowance, e.g., refreshment costs where the volunteering has been in excess of five hours (unless other arrangements agreed in advance)
NHS Borders encourages the use of environmentally friendly travel, for example, walking, cycling and public transport where appropriate.
To claim agreed out of pocket expenses a claim form should be complete and any receipts attached. The Volunteer Lead will provide you with the appropriate form and information on where to return this. Please note that expenses will only be paid within the boundaries of NHS Borders. You must submit your travel expenses claim form each month. Any expenses not claimed after 3 months will be paid at the discretion of our Finance Department.

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