Detailed job description and main responsibilities

Work as part of the Maternity and Neonatal Experience team,  they will ensure that families are supported in providing constructive feedback, including raising issues at the earliest stage, and resolving the issue as soon as possible to minimise harm and anxiety

Support training or updating where required to appropriate maternity and neonatal personnel, including for newly qualified midwives, nurses and junior doctors as part of their induction programme.

Act as a gateway to other information and support services as appropriate, liaising when necessary with relevant Health Board personnel and partner organisations depending on the nature of the enquiry. 

Support service user representation on UHB professional forums, stakeholder panels for workforce interviews etc.

Assist the Women’s Experience Midwife / Consultant Midwife to identify areas that require change or improvement from issues highlighted by service users/families/carers and to recommend actions to senior managers for monitoring and follow up.

Assist the Women’s Experience Midwife / Consultant Midwife by providing Patient Experience information, data and feedback that can be triangulated with complaint and incident information.

Undertake/implement service user surveys, analysing outcomes and report findings

To attend and chair formal MNVP meetings (no fewer than 4 a year)

Have a duty of care for all CTMUHB equipment used throughout the course of duty.

At all times, to act in a manner that reflects and promotes the values and behaviours of CTMUHB and NHS Wales. Act always in a courteous, sensitive, dignified and respectful manner, when dealing with service users and staff, maintaining confidentiality at all times.

Communicate with those who may be in difficult situations including dealing with individuals that may be angry, distressed or bereaved, to support escalation of potential issues or concerns to the relevant manager.

Provide advice and act as a gateway into the complaint’s procedure, including referral to Independent Complaints Advocacy Services when required.

Discuss and attempt to negotiate immediate solutions or resolutions to issues highlighted by service users, families or their advocates (with the support of the Women’s Experience Midwife / Consultant Midwife).

Maintain established links with stakeholders, statutory and voluntary community groups and provide a central point of contact for service users and families for advice and signposting to internal and external services/groups and organisations.

Promote awareness of the MNVP throughout the Health Board and across the local community; working with the Women’s Experience Midwife / Consultant Midwife to promote visibility of and accessibility into the MNVP, holding information sessions, visiting wards and areas across Health Board sites to promote the support available to families within CTMUHB.

Regularly check the MNVP email inbox and respond accordingly.

Regularly post MNVP activity on any local maternity and neonatal, and MNVP social media and websites. 

Use social media to communicate and engage with local services users, and encourage participation in local initiatives and events, for example; Baby Shower events, Fifteen steps visits, drop-ins and coffee mornings, surveys and focus groups.

Alongside the Women’s Experience Midwife / Consultant Midwife, write and distribute a ‘round up’ of each MNVP meeting, and the MNVPs annual report to members and relevant stakeholder organisations.

Ensure all stakeholders are able to contribute to the meeting.

Recruit volunteer service user representatives and offer ongoing support.

Actively encourage and seek seldom heard voices to be involved in the work and function of the MNVP, undertaking focussed and bespoke engagement

Be involved in succession planning – mentoring other service users to ensure the sustainability of the MNVP.

Ensure that the MNVP is GDPR compliant and complies with local governance issues (DBS checks etc where appropriate).

Actively participate and engage with other Maternity and Neonatal Voices Partnership Chairs across Wales to develop national strategic work and planning.

Attend and contribute to any other local, regional and national maternity gatherings where women and families’ voices need to be heard.

Develop/co-produce an annual MNVP work-plan alongside the Women’s Experience Midwife / Consultant Midwife, and coordinate and oversee the progression against and delivery of the annual MNVP work-plan. To ensure the MNVP budget is appropriately managed through the annual work plan, and negotiate future budgets.

Ability to utilise IT programmes for database development, Excel spreadsheet work, and presentation skills utilising PowerPoint.

Take, transcribe and distribute an overview and action points of the meetings attended.