Job summary
An exciting new opportunity has arisen for a Patient and Carer Experience Lead within our Quality team. The post holder will work with patients and carers to ensure we listen, understand and use their experience in the continuous Quality Improvement of our services.
We are seeking a friendly, compassionate and people centered individual to join us as we develop forums in which patient and carers can engage and share their experience. This will build on our existing Friends and Family Test results, complaints processes and Patient and Liaison Services (PALs).
The post holder will work with staff across all of our services, engaging with different patient cohorts and understanding what matters to them and how we can learn from this experience to make a difference. They will ensure the feedback and any actions that result are shared with our staff and that they support improvement and change.
Main duties of the job
To take responsibility for the management of patient and carer experience and engagement, and complaints processes within East Coast Community Healthcare.
The post holder will also be required to support system wide partners to reflect the core values that matter most to patients: access, coordinated care, getting the right information at the right time, being treated with respect and dignity, and being listened to.
To act as a champion for patients and their interests and involve the public and patients in the policy development and decision-making around clinical service delivery within ECCH to ensure their voice is represented.
The post holder will lead and work as part of a dynamic team in delivering an effective service supporting managers and embedding a culture of learning from complaints and other sources of feedback.
This role will be pivotable in ensuring the patient and carer voice is heard within our organisation and also play a central role as new pathways are being developed in the community.
About us
ECCH is well established health care provider and has been successfully delivering NHS care within the community since 2011. We provide a range of NHS, community health and social care services predominantly across the easterly region of the Norfolk/Suffolk borders.
We are aligned to NHS terms and conditions, and offer many employee benefits, to find out more about us visit our website - www.ecch.org. We are a social enterprise and staff owned organisation which means staff can opt to be shareholders and have a real say in how ECCH is run and evolves to deliver healthcare for the future.
At the heart of our ambition, we work in partnership with and for the community to become the provider and employer of choice for community healthcare.
We encourage you to apply as early as possible as this job may close earlier than the advertised closing date once enough applications have been received.
AI
We recognise that AI tools are increasingly used in
professional settings. While we encourage strong applications, we value
authenticity and an accurate reflection of skills and experience.
Applicants must declare if AI has been used to complete
their application, including responses that are directly copied or
significantly shaped by AI tools.
By submitting this application, you confirm that
all information provided is a true and accurate representation of your own
skills, knowledge, and experience.
Job description
Job responsibilities
We Listen, We Learn, We Lead
- Contribute to, support and promote ECCHs
strategic direction, values and culture in relation to Patient Experience and
engagement.
- Manage the day-to-day patient experience
processes within ECCH in relation to complaints, feedback, compliments,
interpreting services and PALs enquiries.
- Identify the potential for service
developments, risk and deficits through the management of complaints and
feedback.
- Work within ECCH in the design, implementation
and review pathways and guidelines to ensure patient/carer voice is
represented.
- Develop and refine processes to monitor,
evaluate and audit patient experience and engagement in order to meet
nationally and locally set targets and report to Locality governance groups.
- Effectively communicate at all levels of the
organisation and wider stakeholder, including a variety of health
professionals, patients and carers.
- Maintain high levels of performance for
service area and ensure that goals and objectives are monitored effectively to
ensure quality outcomes are developed and maintained.
- Provide leadership and manage stakeholder
relationships effectively within service area and ensure teams and individuals
are supported when faced with opposition or when working under conditions or
pressure.
- Monitor and maintain standards/provide
benchmarking data within service area to allow comparison with other healthcare
providers.
- Signpost patients, families, and carers to
tailored education programmes, advice and support that may precipitate symptoms
of acute exacerbation of underlying conditions or illness and include lifestyle
changes that would be advantageous to health.
- Be responsible for participating and
maintaining a learning environment and maximise opportunities for education and
development to enhance development and performance in the delivery of high
standards of care.
-
Have the ability to manage difficult
conversations that may be emotive, challenging and/or sensitive.
-
Contribute to the development of
policies and processes that reflect patient and carer experience and
engagement.
-
Develop and lead on strategies to
engage with patient and carers ensuring their voice is heard and represented
through to Board level.
-
Promote awareness across ECCH staff of
the importance and value of patient and carer codesign and coproduction.
-
Identify and develop mechanisms for
obtaining patient, and carer feedback that engages them in codesign and
coproduction of clinical service delivery.
-
Produce a variety of information
formats that informs patient and carers within ECCH services how they can share
experiences and engage with us.
-
Responsible for the day-to-day line management of direct report, undertaking
regular 1:1s, appraisal reviews and management of employees in accordance with
ECCH policies.
My Accountability, My Responsibility
- Take
responsibility for own personal and professional development; maintain
competence, knowledge and skills commensurate with role.
-
Ensure accurate recording of data and
reporting around patient experience and support the Head of Quality with
completion of reports for Quality Committee, Board and other patient experience
forums.
-
Demonstrate effective and
compassionate communication both verbally and in written format.
- Using professional autonomy and
accountability, work with Health, Social Care, Voluntary and other health
providers and agencies, to provide patients and carers routes to share
experiences and engage with services.
- Be wholly accountable for practice taking
every reasonable opportunity to sustain and improve knowledge and professional
competence and, ensure that all aspects of professional behaviour as required
within professional code are followed at all times.
- Maintain legible, accurate and
contemporaneous records in accordance with ECCH Policy; the Nursing and
Midwifery Council and Health and Care Professionals Council standards for
record keeping.
- Lead on the investigations of complaints,
reporting, evaluation, dissemination of learning identified.
- Be responsible for understanding, following
and implementing ECCH policies and procedures, and influencing working
practices to support this accordingly.
- Contribute to the clinical governance agenda
through participation in clinical risk assessment and clinical audit.
- Create an environment conducive to effective
working, respecting and supporting staff to deliver high quality clinical
services.
- Ensure a high standard of record keeping is
achieved in line with ECCH and professional standards.
- Take responsibility to ensure compliancy
with Health and Safety Policy, Fire and Environmental Waste Regulations.
-
Deputise for the Head of Quality to
support Patient Experience and Engagement within ECCH.
Respect Our Resources: People, Time and Money
- Take responsibility for the cost-effective
management and safe use of expensive and highly complex equipment, provide
recommendations for effective use of resources and contribute to the effective
delivery of cost improvement planning.
- Analyse, interpret, compare and contrast themes
and trends from patient experience and engagement ensuring the learning is
shared organisationally.
Work Together, Achieve Together
- Co-ordinate the investigation of complaints
within ECCH and across multiple providers where applicable.
- Negotiate and agree with the patient carers
and other healthcare professionals, individual roles and responsibilities with
actions to be taken and outcomes to be achieved.
-
To ensure learning from patient
experience is shared organisationally and that patients, carers and staff are
involved and engaged with as part of this learning.
- Work in partnership with the patients and
carers to empower them to make informed choices about their healthcare and
support choices about end-of-life care.
-
To work with other members of the
organisation to ensure information is shared and triangulated to support
strategic objectives and organisational values and behaviours.
- Establish local networks in partnership with
other health and social professionals/agencies and national links with patient
experience/engagement in order to develop protocols according to national and
local guidelines for the safe and effective provision of a community nursing
services.
-
Work collaboratively with system
partner Patient Experience and Engagement teams to share experiences and ensure
this is reflected in patient pathways and service delivery.
- Provide professional expertise and clinical
leadership within service area, acting as a resource to other professionals
internally and outside ECCH.
- Work with ECCH Colleagues, and other partner
agencies and stakeholders including the acute trust to contribute to the
development and delivery of services that reflect patient and carer
feedback/experience.
-
Develop and lead on the implementation
of organisational patient experience forums that enable opportunities for
staff, patients and carers to discuss key areas that matter to them when
accessing our services and how this can support learning and change.
- All roles within East Coast Community
Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature
Behaviours in the care and service they provide to patients, service users,
stakeholders and colleagues. All members of staff should consider these as an
essential part of their job role.
- Our Values outline the core behaviours that we
can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.
- Underpinning our Values are our Signature
Behaviours which highlight by taking the right actions we continue to build a
strong culture. Our four Signature
Behaviours are: Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.
Job description
Job responsibilities
We Listen, We Learn, We Lead
- Contribute to, support and promote ECCHs
strategic direction, values and culture in relation to Patient Experience and
engagement.
- Manage the day-to-day patient experience
processes within ECCH in relation to complaints, feedback, compliments,
interpreting services and PALs enquiries.
- Identify the potential for service
developments, risk and deficits through the management of complaints and
feedback.
- Work within ECCH in the design, implementation
and review pathways and guidelines to ensure patient/carer voice is
represented.
- Develop and refine processes to monitor,
evaluate and audit patient experience and engagement in order to meet
nationally and locally set targets and report to Locality governance groups.
- Effectively communicate at all levels of the
organisation and wider stakeholder, including a variety of health
professionals, patients and carers.
- Maintain high levels of performance for
service area and ensure that goals and objectives are monitored effectively to
ensure quality outcomes are developed and maintained.
- Provide leadership and manage stakeholder
relationships effectively within service area and ensure teams and individuals
are supported when faced with opposition or when working under conditions or
pressure.
- Monitor and maintain standards/provide
benchmarking data within service area to allow comparison with other healthcare
providers.
- Signpost patients, families, and carers to
tailored education programmes, advice and support that may precipitate symptoms
of acute exacerbation of underlying conditions or illness and include lifestyle
changes that would be advantageous to health.
- Be responsible for participating and
maintaining a learning environment and maximise opportunities for education and
development to enhance development and performance in the delivery of high
standards of care.
-
Have the ability to manage difficult
conversations that may be emotive, challenging and/or sensitive.
-
Contribute to the development of
policies and processes that reflect patient and carer experience and
engagement.
-
Develop and lead on strategies to
engage with patient and carers ensuring their voice is heard and represented
through to Board level.
-
Promote awareness across ECCH staff of
the importance and value of patient and carer codesign and coproduction.
-
Identify and develop mechanisms for
obtaining patient, and carer feedback that engages them in codesign and
coproduction of clinical service delivery.
-
Produce a variety of information
formats that informs patient and carers within ECCH services how they can share
experiences and engage with us.
-
Responsible for the day-to-day line management of direct report, undertaking
regular 1:1s, appraisal reviews and management of employees in accordance with
ECCH policies.
My Accountability, My Responsibility
- Take
responsibility for own personal and professional development; maintain
competence, knowledge and skills commensurate with role.
-
Ensure accurate recording of data and
reporting around patient experience and support the Head of Quality with
completion of reports for Quality Committee, Board and other patient experience
forums.
-
Demonstrate effective and
compassionate communication both verbally and in written format.
- Using professional autonomy and
accountability, work with Health, Social Care, Voluntary and other health
providers and agencies, to provide patients and carers routes to share
experiences and engage with services.
- Be wholly accountable for practice taking
every reasonable opportunity to sustain and improve knowledge and professional
competence and, ensure that all aspects of professional behaviour as required
within professional code are followed at all times.
- Maintain legible, accurate and
contemporaneous records in accordance with ECCH Policy; the Nursing and
Midwifery Council and Health and Care Professionals Council standards for
record keeping.
- Lead on the investigations of complaints,
reporting, evaluation, dissemination of learning identified.
- Be responsible for understanding, following
and implementing ECCH policies and procedures, and influencing working
practices to support this accordingly.
- Contribute to the clinical governance agenda
through participation in clinical risk assessment and clinical audit.
- Create an environment conducive to effective
working, respecting and supporting staff to deliver high quality clinical
services.
- Ensure a high standard of record keeping is
achieved in line with ECCH and professional standards.
- Take responsibility to ensure compliancy
with Health and Safety Policy, Fire and Environmental Waste Regulations.
-
Deputise for the Head of Quality to
support Patient Experience and Engagement within ECCH.
Respect Our Resources: People, Time and Money
- Take responsibility for the cost-effective
management and safe use of expensive and highly complex equipment, provide
recommendations for effective use of resources and contribute to the effective
delivery of cost improvement planning.
- Analyse, interpret, compare and contrast themes
and trends from patient experience and engagement ensuring the learning is
shared organisationally.
Work Together, Achieve Together
- Co-ordinate the investigation of complaints
within ECCH and across multiple providers where applicable.
- Negotiate and agree with the patient carers
and other healthcare professionals, individual roles and responsibilities with
actions to be taken and outcomes to be achieved.
-
To ensure learning from patient
experience is shared organisationally and that patients, carers and staff are
involved and engaged with as part of this learning.
- Work in partnership with the patients and
carers to empower them to make informed choices about their healthcare and
support choices about end-of-life care.
-
To work with other members of the
organisation to ensure information is shared and triangulated to support
strategic objectives and organisational values and behaviours.
- Establish local networks in partnership with
other health and social professionals/agencies and national links with patient
experience/engagement in order to develop protocols according to national and
local guidelines for the safe and effective provision of a community nursing
services.
-
Work collaboratively with system
partner Patient Experience and Engagement teams to share experiences and ensure
this is reflected in patient pathways and service delivery.
- Provide professional expertise and clinical
leadership within service area, acting as a resource to other professionals
internally and outside ECCH.
- Work with ECCH Colleagues, and other partner
agencies and stakeholders including the acute trust to contribute to the
development and delivery of services that reflect patient and carer
feedback/experience.
-
Develop and lead on the implementation
of organisational patient experience forums that enable opportunities for
staff, patients and carers to discuss key areas that matter to them when
accessing our services and how this can support learning and change.
- All roles within East Coast Community
Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature
Behaviours in the care and service they provide to patients, service users,
stakeholders and colleagues. All members of staff should consider these as an
essential part of their job role.
- Our Values outline the core behaviours that we
can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone.
- Underpinning our Values are our Signature
Behaviours which highlight by taking the right actions we continue to build a
strong culture. Our four Signature
Behaviours are: Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.
Person Specification
Experience
Essential
- Evidenced and relevant experience of working in a health or social care role at a supervisory level
- Evidence of working with patients and carers, supporting, and advocating for their needs and choices
- Experience of resolution of complaint involvement
- Evidence of partnership working with other health & social care partners e.g. acute hospitals/Social care Services/voluntary sector/primary care
Desirable
- Experience of using learning from clinical practice to deliver high quality care
- Experience of team leadership
- Evidence of managing team(s) and individuals to a high standard of performance. Including absence, appraisal, performance and conduct (disciplinary) processes
- Experience of complaint investigation
Personal Attributes
Essential
- Ability to embrace our Culture, Values and Signature Behaviours:
- (Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together)
- Ability to act as a role model within ECCH promoting an inclusive learning culture
- Willingness and ability to work across different sites and travel to alternative sites and across the community as required
Qualifications
Essential
- BSc degree level qualification in a Health or Social care related field
- Masters level study or working towards a masters level qualification in a relevant field
Skills and Knowledge
Essential
- Competent IT skills ability to use electronic diary and electronic clinical record systems and MS Office software with proven ability to problem solve
- Evidenced experience of negotiating and influencing skills
- Excellent interpersonal skills, including communication with different stakeholders
- Ability to travel throughout the locality in accordance with role
- Advanced communication skills and ability to manage challenging, emotive and sensitive discussions
Desirable
- Evidenced high standards of leadership and people management skills
- Ability to produce a range of written reports
Person Specification
Experience
Essential
- Evidenced and relevant experience of working in a health or social care role at a supervisory level
- Evidence of working with patients and carers, supporting, and advocating for their needs and choices
- Experience of resolution of complaint involvement
- Evidence of partnership working with other health & social care partners e.g. acute hospitals/Social care Services/voluntary sector/primary care
Desirable
- Experience of using learning from clinical practice to deliver high quality care
- Experience of team leadership
- Evidence of managing team(s) and individuals to a high standard of performance. Including absence, appraisal, performance and conduct (disciplinary) processes
- Experience of complaint investigation
Personal Attributes
Essential
- Ability to embrace our Culture, Values and Signature Behaviours:
- (Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together)
- Ability to act as a role model within ECCH promoting an inclusive learning culture
- Willingness and ability to work across different sites and travel to alternative sites and across the community as required
Qualifications
Essential
- BSc degree level qualification in a Health or Social care related field
- Masters level study or working towards a masters level qualification in a relevant field
Skills and Knowledge
Essential
- Competent IT skills ability to use electronic diary and electronic clinical record systems and MS Office software with proven ability to problem solve
- Evidenced experience of negotiating and influencing skills
- Excellent interpersonal skills, including communication with different stakeholders
- Ability to travel throughout the locality in accordance with role
- Advanced communication skills and ability to manage challenging, emotive and sensitive discussions
Desirable
- Evidenced high standards of leadership and people management skills
- Ability to produce a range of written reports
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.
