Head of Patient Experience

Job description

Job responsibilities

Job Responsibilities

Ensure that best practice is followed in learning from patient safety and experience incidents, both in developing organisational policies and procedures and supporting the delivery of these.

Maintain the highest standards in investigating and responding to patient concerns and complaints, providing training and support to all staff involved in the process.

Design and support the implementation of quality improvement projects, especially in response to learning events.

Ensure the effective functioning of our Patient Participation Groups and lead on engagement with the communities we serve to amplify the patient voice within the organisation.

Support the Director of Clinical Governance and Associate Director of Governance in effective change management that reflects continual quality improvement activities.

Contribute to the development and improvement of clinical governance strategies and support the development of governance planning throughout the organisation.

Provide leadership within the governance team and wider organisation.

Management Duties and Responsibilities:

Ensure that a professional service and image is always maintained, acting as a role model to all staff.

Provide a leadership style that is approachable and visible across all sites which is underpinned by strongly held values of the importance of quality improvement, equality and patient outcomes and valued workforce.

Deputise for and support the Associate Director of Governance.

Demonstrate leadership that inspires others to contribute and value innovation and continuous.

Be sensitive to the demands on colleagues and be prepared to adjust plans to accommodate specific needs.

Clearly articulate the expected standards of the service, monitor, and identify where standards are not met, take action to address these and escalate associated risks.

Demonstrate leadership and innovation in contexts which are unfamiliar, complex, and unpredictable that require solving problems involving many complex interacting factors.

Delegate, organise and prioritise work plans to ensure compliance with regulatory standards and best practise whilst managing risk.

Demonstrate effective communication skills and continually reflect on and evaluate outcomes of change management.

Demonstrate resilience when responding to challenge, change and complex or difficult situations.

Provide managerial supervision, support, and professional leadership.

Apply policies, standards, and guidance.

Participate in the recruitment and selection process where required.

Monitor records in line with protocol.

Organisational Responsibilities:

Work with the senior management team and multidisciplinary teams to continually improve the quality-of-service delivery within the overall organisational governance frameworks and reflecting the corporate objectives.

Monitor standards of service delivery using a range of evidence and data sources to identify where improvements are needed.

Contribute to the development and implementation of policies and guidelines and ensure team members are aware of policy requirements.

Identify and report risks within the overall organisational risk management framework, supporting other staff to contribute to the process.

Prepare Board and committee assurance reports.

Assist with the gathering of statistics and information.

Maintain accurate and complete documentation and records utilising electronic records as appropriate and in accordance with Haxby Group protocol.

Follow agreed protocols, referring to senior people for guidance.

Maintain the ethos and culture of Haxby Group, positively promoting the organisation.

Ensure effective use of resources.

Attend in-house governance, educational and staff meetings as appropriate.

Help plan, develop and support the introduction of new working processes to optimise quality.

Train staff to attain optimum performance.

Build and maintain relationships with other professionals working in healthcare, support staff both internally and externally through collaborative meetings.

Always behave in a professional manner.

Person Specification

Other

Essential

• Current UK/EU driving licence and access to car to enable travel to all sites.

Physical Requirements

Essential

• Able to undertake the requirements of the post.

Desirable

• Excellent attendance record.

Knowledge/ Qualifications/ Skills

Essential

• Educated to degree level or equivalent professional experience in healthcare.
• Management and Leadership qualification or at least one years experience in a management or leadership role working in an environment governed by legislation on quality standards.
• Highly effective communication skills, including experience of communicating with patients in highly contentious situations.

Desirable

• Experience of managing complaint processes
• Experience of developing patient engagement channels
• Experience of conducting root cause analysis and investigations.
• Experience of successfully developing and implementing quality improvement projects / change management.
• Project Management or Quality Improvement qualification.
• Understanding of information governance requirements and implementing data protection legislation.
• Knowledge and experience of innovation and introducing new technologies, digitally literate with strong IT skills.
• Experience working in Primary Care (especially General Practice).
• Developing collaborative working across different teams and sites.

Competencies/ Qualities/ Attributes

Essential

• Leadership skills with the ability to maintain operational delivery in a complex environment, understanding the wider strategic context.
• Ability to work autonomously within the scope of the role including leading multiple workstreams across different groups of staff.
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment.

Desirable

• Ability to work effectively as part of a team, to network and build relationships.
• Ability to identify and exploit opportunities to enhance service delivery, including through audit.
• Negotiation and conflict resolution skills.
• Proven problem solving and analytical skills.
• Ability to develop, implement and embed policy and procedure.
• Ability to motivate and train colleagues.
• Reflect and critically appraise own performance and continual professional development.
• Reliable, flexible, motivated and enthusiastic.
• Effective time management.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Haxby Group (Scarborough)

Address

Lawrence House Medical Centre

1 Belgrave Crescent

Scarborough

North Yorkshire

YO11 1UB

Employer's website

https://www.scarboroughcentralgp.nhs.uk/ (Opens in a new tab)