Patient Ambassador

Patient Ambassador

Great Western Hospital

Full Time - 37.5 hours per week

Shift patterns - 0700-1500, 1200-2000, 1000-1800

You will be required to work 2 weekends a month.

Salary £25,500.00 - £30,000.00 depending on experience, plus Serco benefits.

Main Purpose:

To ensure all cleaning and housekeeping/patient catering services are delivered and executed to the expected quality standards and frequencies as per detailed work schedules and SLA's. 

This role covers the whole of the Hospital with a requirement to ensure appropriate staffing levels are always maintained, and that all duties are always carried out safely and in a courteous manner.

To act as the conduit between senior ward-based nursing staff and the services provided by Serco within set areas.

Main Accountabilities: 

• Supervise, co-ordinate, motivate, train and work with ward-based cleaning staff and ward hosts to provide an efficient, quality service to patients.
• Ensure the ward catering and cleaning activity is appropriately resourced to deliver the required standards and for core activities to be completed as per daily schedules.
• Ensure the ward hosts and cleaning assistants report for duty in good time and are presented in a clean and tidy manner.
• Provide support and guidance to ward hosts.
• Ensure that meal orders are captured and uploaded in good time for service delivery.
• Monitor cleaning and catering services against set criteria and standards.
• Ensure food safety HACCP documentation and cleaning schedules are completed correctly.
• Provide on the job training and arrange a buddy for new starters or staff returning to work after long period of absence.
• Complete competency checks for housekeeping and cleaning staff to evidence capability.
• Develop and maintain a customer focused team. Ensure that any customer complaints are promptly dealt with, and action taken to prevent re-occurrence.
• Ensure positive feedback is shared with the ward team.
• Participate in capturing patient experience feedback through regular survey activities.
• Identify Serco colleagues for recognition when they demonstrate a level of service over and above their daily responsibilities and our joint expectations.
• Provide counselling to staff should they fail to deliver to the required standard.
• Ensure agreed ward stock levels of cleaning materials and consumables and catering provisions are maintained, working in line with targets given.
• Ensure the Serco sickness and absence Policy is complied with and completion of relevant documentation including completion of return-to-work interviews with staff and reviews with any staff that breach the trigger point.
• Ensure that all cleaning and catering equipment is used safely and in accordance with regulations and company policies.
• Follow the Accident/Incident reporting procedure ensuring all accidents, incidents and near misses are reported correctly.
• Comply with all Health and Safety legislation which is laid out in the company's Health and safety manual, (COSHH procedures, risk assessments and manual handling, etc).
• Report all maintenance issues and hazards via the Trust Helpdesk and advise your line manager.
• Maintain the Food Safety and HACCP checklists and take remedial action where necessary.
• Train and develop your team as required by the company and legislation to include Induction, Health and safety and skills, infection control and check that your team are aware of these requirements and are working in accordance with them.
• Record all staff training in their individual Training and Development folder.
• Carry out quality checks and patient experience surveys to the prescribed frequency.  Ensure failings are rectified in the agreed timescales.
• Complete performance reviews on an annual basis.
• Deal with any operational issues that occur during a shift, handover any unresolved issues to your line manager.
• Develop good lines of communication at all levels within your team, other colleagues, and customers.
• Manage security process within your area, in line with company procedures.
• Compile and produce reports from available management systems.
• Perform any reasonable and practical instructions as requested by the management appropriate to the needs of the hospital.

What you will need for the role:

Essential

• This is a physical role, and the post-holder will be required to be mobile for the majority of their working day with manual handling being necessary to lift / carry / operate cleaning machinery
• Ability to achieve BICSc qualification or NVQ level 3 within the 1st 12 months of appointment.
• Food safety certification to Level 3 within 6 months of employment
• Ability to read, write and converse clearly in English.
• Good working knowledge of basic Health & Safety (IOSH Managing Safety).
• Previous experience working within a hospital or service environment within the catering or cleaning environment/industry.
• Supervisory experience .
• Customer service skills including clear verbal communication.
• Understand the importance of hygiene and safety.

Desirable

• Exposure to unpleasant work conditions such as cleaning bodily fluids.
• Rare exposure to verbal and physical aggression.
• Occasional mental / emotional demands when interacting with patients and visitors.
• Flexibility and adaptability.
• Good organisation skills.
• A 'can do' attitude.
• 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.

What we offer:

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We're a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.