Job summary
An exciting opportunity has arisen to join the Patient and Family Experience Team as Patient Engagement Manager, with primary responsibility for the Trust's patient feedback systems. You should have a passion for delivering a high-quality service and be dedicated to driving changes which improves the experience of the care and services the Trust provides for patients and service users.
You will be a dynamic individual who likes rising to challenges but able to think calmly and rationally under pressure with the ability to make reasoned decisions and escalate issues appropriately. You will demonstrate exceptional and sensitive customer service skills, have excellent verbal and written communication skills, and have experience of dealing with difficult or challenging situations or individuals. You will have significant experience of working in a patient, public or customer facing role.
You will line manage a small team and work closely with the Complaints Manager to triangulate positive and negative feedback and work on projects to learn from experiences of care. You will report to the Patient Experience Manager and will deputise when necessary, as well as cross covering for the Complaints team.
You will have experience of managing conflict and complex situations, line management responsibilities and project management. The ability to work remotely and attend the RCHT site on a weekly or daily basis is essential.
Main duties of the job
The Patient Engagement Manager will coordinate and manage the Trust's patient engagement agenda by leading and advising on co-design and co-production engagement activities and ensuring feedback systems such as Friends and Family Test and Care Opinion are managed and reported. The postholder will also work closely with other teams in the organisation and across the healthcare network, such as the Communications team, Quality Improvement Hub, Healthwatch, and support the implementation of the Integrated Care System.
The postholder will work collaboratively with the Trust's Complaints Manager in ensuring a professional and values based Complaints Service and ensuring the success of both remits by cross-covering when required.
They will assist the Patient Experience Manager and Head of Safety, Risk and Patient Experience with the reporting and triangulation of patient experience information and feedback from a diversity of sources and ensure efficient and proactive processes exist or are created for trust wide learning.
The post-holder will be required to work both independently and as part of a team and be flexible to the needs of the overall service. They will comply with all relevant Health, Safety and Statutory legislation and to aspire to best working practice at all times.
About us
The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. We serve a population of around 500,000 people - a figure that can increase significantly with
visitors during the busiest times of the year. We employ approximately 6,700 staff and have a budget of approximately £580 million.
We are a teaching hospital in partnership with the University of Exeter Medical School, University of Plymouth School of Nursing and Midwifery, and Peninsula Dental School.
The Knowledge Spa on the Royal Cornwall Hospital site is the base for medical and nursing as well as ongoing education for health professions in clinical and non-clinical roles.
Keeping at the forefront of medical advances, we are continually developing our clinical services as well as our facilities and are committed to maximising the range of specialist care that can be offered locally. Allied to this is a growing reputation for research and innovation.
Job description
Job responsibilities
This role has main responsibilities in 4 main areasRole specific responsibilities,Generic responsibilities,Professional responsibilities, Education and development responsibilities
Please see the full Job Description for full details of the role and responsibilities
Job description
Job responsibilities
This role has main responsibilities in 4 main areasRole specific responsibilities,Generic responsibilities,Professional responsibilities, Education and development responsibilities
Please see the full Job Description for full details of the role and responsibilities
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent specialist knowledge and/or experience in patient/customer experience and/or governance related field
Desirable
- Qualification in Communications, Marketing or Project Management
Experience
Essential
- Experience working in the NHS
- Demonstrable experience in dealing with patients, public or stakeholder engagement
- Demonstrable leadership and management skills
- Ability to work autonomously, make informed decisions and achieve objectives
- Demonstrable experience in the design, development & management of quality arrangements for documentation, data and processes
- High standard of written and verbal communication
Desirable
- Experience of project management or communication campaigns
- Demonstrable experience in working directly with clinicians, managers, and other staff on patient related concerns.
PRACTICAL AND INTELLECTUAL SKILLS
Essential
- Clear communicator with good telephone manner, Excellent organisational, time management and prioritisation skills
- Ability to summarise detailed and complex issues
- Understanding of the principles of risk, incident and change management
- High level keyboard and IT skills including Outlook, Word, Excel, PowerPoint, and MS Teams
- Proven experience of facilitating and leading meetings.
- Understanding of statutory obligations and standards relating to patient care and services e.g. NHS Constitution, Data Protection legislation, Safeguarding
Desirable
- Working knowledge of PAS, Datix, IQVIA and Care Opinion
- Experience of negotiating and influencing others
DISPOSITION/ ADJUSTMENT/ ATTITUDE
Essential
- Calm and able to deal with volatile or highly sensitive issues including bereavements or serious harm to patients
- Problem solver with sensitivity to contentious issues
- Team Player - works effectively with other team members
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent specialist knowledge and/or experience in patient/customer experience and/or governance related field
Desirable
- Qualification in Communications, Marketing or Project Management
Experience
Essential
- Experience working in the NHS
- Demonstrable experience in dealing with patients, public or stakeholder engagement
- Demonstrable leadership and management skills
- Ability to work autonomously, make informed decisions and achieve objectives
- Demonstrable experience in the design, development & management of quality arrangements for documentation, data and processes
- High standard of written and verbal communication
Desirable
- Experience of project management or communication campaigns
- Demonstrable experience in working directly with clinicians, managers, and other staff on patient related concerns.
PRACTICAL AND INTELLECTUAL SKILLS
Essential
- Clear communicator with good telephone manner, Excellent organisational, time management and prioritisation skills
- Ability to summarise detailed and complex issues
- Understanding of the principles of risk, incident and change management
- High level keyboard and IT skills including Outlook, Word, Excel, PowerPoint, and MS Teams
- Proven experience of facilitating and leading meetings.
- Understanding of statutory obligations and standards relating to patient care and services e.g. NHS Constitution, Data Protection legislation, Safeguarding
Desirable
- Working knowledge of PAS, Datix, IQVIA and Care Opinion
- Experience of negotiating and influencing others
DISPOSITION/ ADJUSTMENT/ ATTITUDE
Essential
- Calm and able to deal with volatile or highly sensitive issues including bereavements or serious harm to patients
- Problem solver with sensitivity to contentious issues
- Team Player - works effectively with other team members
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).
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).
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