Aim or goal of position
At Highland Hospice, we believe that everyone in the Highlands facing life‑shortening illness, death, or bereavement deserves the highest standard of care and support. Our aim is to provide compassionate, person-centered hospice care to those we support and their families.
Listening to the experiences of the people who use our services is essential. Their feedback helps us understand what we are doing well and where we can improve. As a volunteer in this role, you will play a key role in gathering these valuable insights, enabling us to continually enhance the quality of care we provide.
Main responsibilities and suggested activities
In this role you will be supporting the Quality and Engagement Facilitator by collecting feedback from people receiving support and their families, using a range of methods such as in‑person surveys and telephone conversations. You will work closely with a range of hospice services, confidently representing and promoting the aims and objectives of the feedback.
Engage sensitively with patients and family members to gather their views and experiences.
Conduct feedback conversations in person or by telephone.
Record responses accurately and confidentially either in writing or using MS Forms .
Report findings to the Quality and Engagement Facilitator to support service improvement.
Skills / attributes and/or qualification(s) required
This role would benefit from experience working in a clinical environment, supporting service users, and an awareness or understanding of hospice services. The successful volunteer will possess excellent communication and listening skills, with the ability to provide feedback tactfully when immediate attention is required. They will demonstrate sound judgement, be friendly, approachable, caring, and emotionally resilient, and have the sensitivity and diplomacy needed to engage with people in challenging circumstances. The individual must be able to work independently following an initial training period, while maintaining strict confidentiality and showing respect for others at all times. Reliability, trustworthiness, and a keen eye for detail are essential, as is the emotional maturity to spend time with people who are nearing the end of life. The role also requires the ability to accurately summarise and record patient feedback in writing and to confidently use a range of technologies, including MS Forms, tablets, touch-screen devices, and dictaphones.
