Job summary
Providing a
positive patient experience is at the heart of everything we do at South
Tyneside and Sunderland NHS Foundation Trust. We are looking for an
enthusiastic and motivated registered nurse to be part of a dynamic team
delivering on the patient experience priorities in line with the National
Patient Experience Framework. The role will include patient and staff
engagement, data analysis, report writing, involvement in quality improvement
projects, multi-agency working as well as acting as a ambassador for patient experience.
This is an exciting opportunity to build on the work that is already underway
to provide patient centred care. This role will offer variety and the
opportunity to work with clinical teams across the organisation to ensure that
the voice of patients, carers and family members are heard and included at the
heart of Trust's activities.
Please contact Joanne White (Lead Nurse Patient Experience) on 01915656256 ext.49113 for any queries regarding this vacancy.
Main duties of the job
Manage a portfolio of patient experience improvement
projects identifying areas for improvement reporting to the Lead Nurse for
Patient Experience in line with local and National priorities.
Develop successful working relationships with clinical
teams throughout the organisation.
Produce regular and accurate reports, both qualitative and
quantitative, identifying any trends or themes ensuring these are escalated and
managed appropriately.
Lead engagement with patients, families, carers to seek and
share feedback to drive improvements and embed Patient & Family Centred
Care in line with Trust strategies.
Work collaboratively with outside agencies to ensure the
best possible experience for patients carers and their family members.
About us
Please help us by adding your telephone number to your application form this will allow us to contact you quickly if required.
One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award winning teams. We have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.
We welcome all applications irrespective of peoples race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups. Looking after our workforces health and wellbeing is a priority for STSFT. We also provide access to high quality education, training, career progression and support.
The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Childcare Co-ordinator to help staff with childcare arrangements.
Job description
Job responsibilities
To
contribute to the delivery of the Key Priorities of Patient Experience within
our Quality Strategy and associated programmes of work, linked to national and
local requirements across South Tyneside and Sunderland Foundation Trust
(STSFT).
To be responsible for the development and
maintenance of systems and processes to ensure robust feedback and monitoring
of the patient and carer experience.
To be responsible for analysing patient experience
surveys and utilising the results to drive improvements; monitoring and
reporting progress against agreed action plans.
To engage staff, patients and carers and enable co-production
and delivery of improved quality of care and patient experience.
To
be a line manager for a discrete team within the Nursing & Quality
Directorate.
PLEASE REFER TO ATTACHED JOB DESCRIPTION FOR FULL DUTIES OF THE ROLE.
Job description
Job responsibilities
To
contribute to the delivery of the Key Priorities of Patient Experience within
our Quality Strategy and associated programmes of work, linked to national and
local requirements across South Tyneside and Sunderland Foundation Trust
(STSFT).
To be responsible for the development and
maintenance of systems and processes to ensure robust feedback and monitoring
of the patient and carer experience.
To be responsible for analysing patient experience
surveys and utilising the results to drive improvements; monitoring and
reporting progress against agreed action plans.
To engage staff, patients and carers and enable co-production
and delivery of improved quality of care and patient experience.
To
be a line manager for a discrete team within the Nursing & Quality
Directorate.
PLEASE REFER TO ATTACHED JOB DESCRIPTION FOR FULL DUTIES OF THE ROLE.
Person Specification
Experience
Essential
- Previous experience in patient experience/complaint management
- Experience and understanding of dealing directly with patients/carers and members of the public
- Knowledge and understanding of Risk Management, Freedom of Information, Data Protection strategies, Customer Relations
- Highly experienced in the application of time management techniques
Desirable
- Project management skills
- QI trained
Qualifications
Essential
- Registered Nurse
- Educated to degree level or working towards, or equivalent relevant experience
Desirable
- Management/Leadership qualification
- IT/Database qualification
- Customer Care qualification
Skills and Knowledge
Essential
- Excellent standard of report writing Skills
- Experience and understanding of dealing directly with patients/carers and members of the public
- Ability to deal with and convey complex and sensitive information
- Ability to produce reports focusing on improvement and how this will be applied
- Data collation and critical analysis
- IT literate with knowledge of MS Office
- Well organised approach to work and high level of resilience and ability to remain calm in challenging situations
- Ability to manage a complex personal workload and balance completing demand
- Ability to work compassionately with families and carers and with people who wish to raise concerns and sign post them accordingly
- Ability to arrange and facilitate meetings
- Teaching/presentation skills
- Knowledge and impact of the key national and local drivers in relation to patient experience
Desirable
- Evidence of knowledge of quality improvement use of quality improvement methodology
Physical skills
Essential
- There is a requirement for the post holder to travel to/work at various sites across South Tyneside and Sunderland Foundation Trust
- Moving and Handling
- Ability to sit at workstations as necessary to perform the post
Person Specification
Experience
Essential
- Previous experience in patient experience/complaint management
- Experience and understanding of dealing directly with patients/carers and members of the public
- Knowledge and understanding of Risk Management, Freedom of Information, Data Protection strategies, Customer Relations
- Highly experienced in the application of time management techniques
Desirable
- Project management skills
- QI trained
Qualifications
Essential
- Registered Nurse
- Educated to degree level or working towards, or equivalent relevant experience
Desirable
- Management/Leadership qualification
- IT/Database qualification
- Customer Care qualification
Skills and Knowledge
Essential
- Excellent standard of report writing Skills
- Experience and understanding of dealing directly with patients/carers and members of the public
- Ability to deal with and convey complex and sensitive information
- Ability to produce reports focusing on improvement and how this will be applied
- Data collation and critical analysis
- IT literate with knowledge of MS Office
- Well organised approach to work and high level of resilience and ability to remain calm in challenging situations
- Ability to manage a complex personal workload and balance completing demand
- Ability to work compassionately with families and carers and with people who wish to raise concerns and sign post them accordingly
- Ability to arrange and facilitate meetings
- Teaching/presentation skills
- Knowledge and impact of the key national and local drivers in relation to patient experience
Desirable
- Evidence of knowledge of quality improvement use of quality improvement methodology
Physical skills
Essential
- There is a requirement for the post holder to travel to/work at various sites across South Tyneside and Sunderland Foundation Trust
- Moving and Handling
- Ability to sit at workstations as necessary to perform the post
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).