Patient and Family Experience

Why we need your help

Marie Curie recognises that the best way to understand its services is by seeing it through the eyes of the people we support. Feedback from people we care for is critical in telling us what we are doing well and where we can improve.

Through this exciting volunteer role, you will help us understand our services’ quality by listening to the people we support. You will help us by contacting people while they are receiving our services to make sure we are providing our patients and families with excellent care, and if there are issues, to help us nip things in the bud.

This role has the scope for broader conversations with people about their experiences at the end of life. Gaining insight and understanding allows us to ensure we’re there for all people experiencing dying, death and bereavement.

What we need you to do

Your role will include some of, but is not restricted to, the following tasks:

• Speak with patients and families over the phone to complete surveys about their experiences of our care and support.
• Record data accurately, capturing as much as possible in the person’s own words.
• Input feedback data into an online database.
• If comfortable, undertake analysis of data to help us report on themes and trends; what we are doing well and what we can improve.
• Communicate with patients and families how we use their feedback and ideas to improve services, where appropriate.
• Work with the Clinical Nurse Managers to highlight any issues and concerns about the care provided in their services.
• Relay positive feedback to Marie Curie Nursing staff and volunteers.
• If comfortable, conduct semi-structured interviews to understand peoples’ lived experiences of dying, death, and bereavement.

What we can offer you

• An excellent opportunity to build on your skills in a charity environment
• An induction, training, support and supervision in your role
• Agreed reasonable out-of-pocket expenses

To apply for this role, please complete the online application: https://eofb.fa.em3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_4001/requisitions/preview/5332/?location=Newcastle+Upon+Tyne%2C+Tyne+And+Wear%2C+United+Kingdom&locationId=300000002554354&locationLevel=city&mode=location&radius=50&radiusUnit=MI 

Skills

What skills or experience do you need?

• Good communication, listening and people skills.
• The ability to deal with people in a warm, friendly, and sensitive manner.
• Understanding the importance of confidentiality.
• Empathy and an understanding of the needs of people experiencing end of life care issues.

What we ask of you

• To provide two references from non-family members and other relevant documents related to the role
• To keep to all the charity’s policies and guidelines
• To complete an induction and any training related to the role