Job summary
An opportunity has arisen, to join us at the University Hospitals Plymouth NHS Trust (UHP), as the Patient Experience and Engagement Lead, helping to strengthen the Governance our our Patient Experience agenda, support Patient engagement and co-design and shape the strategic direction of the organisation with regards Patient Experience and Engagement.
The trust provides acute and specialist services to Plymouth and the wider South West Peninsula, has teaching status as part of the Plymouth University Peninsula School of Medicine, and hosts the Peninsula Trauma Centre, providing all the major specialist services relevant to the care of major trauma.
This role will work closely with the Executive Chief Nurse, the Deputy Chief Nursing Officer, the Head of Quality, Safety & Governance, Associate Chief Nursing Officers, Clinicians, Quality Governance Team, Patient Experience Team, CCGs, CQC and NHS England to ensure our patients receive the best experience when they are accessing our services.
***Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.***
For all enquiries and to arrange an informal visit or discussion, please contact Dr George Surtees, Head of Quality, Safety & Governance via email: george.surtees1@nhs.net
Main duties of the job
- Lead on the delivery of the Patient Experience and Engagement and the patient related aspects of the Equality, Diversity and Inclusion agendas across the Trust.
- Accountable for developing and leading the patient experience elements of the Trust Strategy through effective and innovative ways of working. Ensure that the Trust can demonstrate that it listens, learns, and improves in a way that meets patient's needs and provides assurance to our key stakeholders
- The post holder will work in collaboration with the Care Group and Service Line leadership teams and the wider Quality Governance Team to monitor and improve the overall patient experience.
- The post holder is responsible for ensuring that patient experience, involvement and engagement activities (corporate and Care Group) meet the requirements of external bodies, including regulators and commissioners
- Represent the Trust externally at relevant patient experience and engagement forums to achieve the organisation's strategic and operational aims
- Take the lead for designated corporate projects or programmes of work concerning patient experience and engagement
- Manage the Patient Services and Voluntary Service teams
About us
We are a people business - where every member of staff matters and can make a difference. Patients are at the heart of everything we do. Joining University Hospitals Plymouth NHS Trust means becoming part of a team of dedicated staff, who are committed to leading the way through innovation, clinical excellence and great customer care. The Trust has great opportunities for career development in a highly progressive working environment. We offer all of this in a vibrant, modern city with a historic reputation for adventure. PLEASE NOTE THAT ALL COMMUNICATION WILL BE ELECTRONIC, PLEASE CHECK YOUR EMAIL ACCOUNT REGULARLY. If you have any issues with applying online and need additional support including reasonable adjustments with the application process please contact the recruitment team on 01752 432100. We recognise that work life balance is important for our colleagues and so we invite requests from applicants around less than full time/flexible working for our advertised roles. Please contact the recruiting manager to discuss this prior to your application submission. We commit to giving this full consideration in each case. We encourage people from diverse backgrounds to apply for our roles, as diversity strengthens our teams. It is sometimes necessary to close vacancies before the closing date. If you have not heard from us within 4 weeks of the closing date, please assume that you have not been shortlisted.
Job description
Job responsibilities
- Develop and lead the delivery of the patient experience and engagement strategy and associated improvement plans working in collaboration with the Care Group professional leads
- Provide effective leadership and management of the Trusts Patient Experience team, including complaints, PALS, surveys, engagement, interpreters and translation, patient information, and volunteer services. Ensure that the team is capable of demonstrating best practice to ensure legislative and regulatory compliance
- Line management of staff within the teams, either directly or through delegated responsibility
- Lead the development of patient and carer involvement in service improvements projects with specific attention to vulnerable and hard to reach groups
- Actively participate in the development of local policy associated to patients/carers and attend relevant forums as is part of the function of the post holder
- Responsible for leading operational aspects of work related to the patient equality agenda, ensuring the Trust identifies actual and potential issues relating to equality, diversity and inclusivity and takes actions to improve. Work collaboratively with colleagues across the Trust to increase engagement with hard to reach groups
- Budget holder for patient experience, complaints, PALS, bereavement support, and volunteer service teams and responsible for all planning, HR and financial dimensions of the service
- Develop and establish strong working relationships with both local and national stakeholder groups
- Lead on the provision of training for key staff to work as patient liaison for high-level complaints, including responsibility for acting as patient liaison for those complaints or incidents deemed to require expert support.
- Provide leadership and expertise on the patient experience portfolios of work, and ensure that patient experience standards and delivery requirements are met in a timely and professional.
- Prepare and present complex information to internal and external stakeholders, including commissioners and external regulatory bodies
- Responsible for the production and presentation of all routine Patient Experience reporting to relevant committees
- Represent the Trust, and where required present on Patient Experience agendas at external events such as conferences and academic institutions.
- In collaboration with the Care Groups, provide support and guidance with quality improvement projects, ensuring that key objectives are met and the learning shared.
- Oversee the development of education/training packages to meet the training needs of staff in relation to patient experience: working collaboratively with the wider Quality Governance teams
- Work closely with all service areas within the Trust to build an organisation culture which views complaints as opportunities for learning and ensures services are adequately supported and empowered to deal with complaints quickly, effectively and objectively
- Respond to national and regional drivers relating to patient experience and complaints and ensure there is corporate visibility on these programmes of work.
- Uphold the values of the organisation and associated behaviours through visible, transformational leadership
- Promote the Trusts vision, values, Patient Promises and strategic objectives
- Establish networks, both internal and external to the Trust, to influence and drive improvements in patient experience
- Working collaboratively with colleagues across the Trust, support a culture of continuous improvement
- Lead on the facilitation and organisation of the Patient Council meetings; schedule and work plan; supporting the Chair and Deputy Chair as required
- Drive any issues raised through the Patient Council to ensure responses are prepared and presentations organised covering matters identified by the members
- Lead the recruitment of new members to the Patient Council, providing guidance to the Chair and Deputy Chair as required
- Work in collaboration with the Quality Governance Team leaders ensuring triangulation of learning is brought together across all governance systems and shared throughout the Organisation
- Work in partnership with the care groups to identify areas for collaborative working and redesign and develop long term plans and systems which support the patients quality agenda
- Work with the communications team to raise awareness and share information on a regular basis with staff, patients and the public regarding all aspects of the patient experience agenda
- Act as the key contact point for external organisations such as Healthwatch, Carers Groups, Patient Support Groups and Patient Council, providing guidance to the Patient Services Manager on opportunities to improve engagement and raise visibility
- Communicate comfortably with colleagues of all levels, including Trust Board members
Job description
Job responsibilities
- Develop and lead the delivery of the patient experience and engagement strategy and associated improvement plans working in collaboration with the Care Group professional leads
- Provide effective leadership and management of the Trusts Patient Experience team, including complaints, PALS, surveys, engagement, interpreters and translation, patient information, and volunteer services. Ensure that the team is capable of demonstrating best practice to ensure legislative and regulatory compliance
- Line management of staff within the teams, either directly or through delegated responsibility
- Lead the development of patient and carer involvement in service improvements projects with specific attention to vulnerable and hard to reach groups
- Actively participate in the development of local policy associated to patients/carers and attend relevant forums as is part of the function of the post holder
- Responsible for leading operational aspects of work related to the patient equality agenda, ensuring the Trust identifies actual and potential issues relating to equality, diversity and inclusivity and takes actions to improve. Work collaboratively with colleagues across the Trust to increase engagement with hard to reach groups
- Budget holder for patient experience, complaints, PALS, bereavement support, and volunteer service teams and responsible for all planning, HR and financial dimensions of the service
- Develop and establish strong working relationships with both local and national stakeholder groups
- Lead on the provision of training for key staff to work as patient liaison for high-level complaints, including responsibility for acting as patient liaison for those complaints or incidents deemed to require expert support.
- Provide leadership and expertise on the patient experience portfolios of work, and ensure that patient experience standards and delivery requirements are met in a timely and professional.
- Prepare and present complex information to internal and external stakeholders, including commissioners and external regulatory bodies
- Responsible for the production and presentation of all routine Patient Experience reporting to relevant committees
- Represent the Trust, and where required present on Patient Experience agendas at external events such as conferences and academic institutions.
- In collaboration with the Care Groups, provide support and guidance with quality improvement projects, ensuring that key objectives are met and the learning shared.
- Oversee the development of education/training packages to meet the training needs of staff in relation to patient experience: working collaboratively with the wider Quality Governance teams
- Work closely with all service areas within the Trust to build an organisation culture which views complaints as opportunities for learning and ensures services are adequately supported and empowered to deal with complaints quickly, effectively and objectively
- Respond to national and regional drivers relating to patient experience and complaints and ensure there is corporate visibility on these programmes of work.
- Uphold the values of the organisation and associated behaviours through visible, transformational leadership
- Promote the Trusts vision, values, Patient Promises and strategic objectives
- Establish networks, both internal and external to the Trust, to influence and drive improvements in patient experience
- Working collaboratively with colleagues across the Trust, support a culture of continuous improvement
- Lead on the facilitation and organisation of the Patient Council meetings; schedule and work plan; supporting the Chair and Deputy Chair as required
- Drive any issues raised through the Patient Council to ensure responses are prepared and presentations organised covering matters identified by the members
- Lead the recruitment of new members to the Patient Council, providing guidance to the Chair and Deputy Chair as required
- Work in collaboration with the Quality Governance Team leaders ensuring triangulation of learning is brought together across all governance systems and shared throughout the Organisation
- Work in partnership with the care groups to identify areas for collaborative working and redesign and develop long term plans and systems which support the patients quality agenda
- Work with the communications team to raise awareness and share information on a regular basis with staff, patients and the public regarding all aspects of the patient experience agenda
- Act as the key contact point for external organisations such as Healthwatch, Carers Groups, Patient Support Groups and Patient Council, providing guidance to the Patient Services Manager on opportunities to improve engagement and raise visibility
- Communicate comfortably with colleagues of all levels, including Trust Board members
Person Specification
Knowledge and Experience
Essential
- Proven expert knowledge of patient experience and engagement practice and approaches
- Demonstrable experience of handling the most complex and contentious elements of complaints/patient experience
- Significant demonstrable experience of leading and managing teams, including developing and nurturing staff
- A good understanding of the national NHS patient experience agenda and initiatives
- Proven evidence of partnership working with patients, carers, members of the public, and a wide range of stakeholders
- Demonstrable experience of leading and managing patient experience and patient and public involvement in the NHS or equivalent
Desirable
- Proven knowledge of national NHS structures and policies
- NHS IT systems
- Demonstrable Budget Management Experience
- Proven knowledge of quality improvement methodologies
- Success in leading improvement initiatives
- Success in influencing organisations to implement beneficial change
- Demonstrable experience of developing and implementing strategic or operational plans
- A clear understanding of statutory and mandatory responsibilities regarding complaints and patient experience management
Qualifications
Essential
- Proven evidence of continuous professional development
- Proven evidence of leadership development.
Desirable
- Masters qualification or equivalent demonstrable experience
Apptitude and Abilities
Essential
- Ability to work independently, make autonomous decisions
- Able to organise and prioritise own workload
- Strong communication skills, both written and verbal
- Able to use persuasion, influencing, and negotiation with individuals and groups, including stakeholders
- Able to demonstrate empathy and tact in emotive, antagonistic or hostile situations
- Excellent interpersonal, managerial, organisational, and leadership skills
- Ability to act independently to a high-level when line managing a team, to lead and direct others to accomplish Trust and service goals and objectives
- Ability to build and develop teams and maintain constructive working relationships
Desirable
- Ability to translate complex, sensitive or contentious information into accessible language for different audiences
- Skilled in finding solutions and collaboratively implementing these to obtain effective outcomes in a large complex organisation
- Ability to operate and think laterally at an operational and strategic level
Disposition / Attitude / Motivation
Essential
- Displays a positive, proactive, can-do attitude
- Resourceful, with an open, inclusive leadership style
- Able to alter ways of working to meet a fast-paced, demanding environment
- Willing and able to take personal responsibility and ownership of tasks to ensure completion
- Ability to work well within a busy and complex environment
- Exemplary standards of personal and professional behaviour
Desirable
- Ability to speak at public events, such as conferences and academic institutions where required
Other Factors
Essential
Person Specification
Knowledge and Experience
Essential
- Proven expert knowledge of patient experience and engagement practice and approaches
- Demonstrable experience of handling the most complex and contentious elements of complaints/patient experience
- Significant demonstrable experience of leading and managing teams, including developing and nurturing staff
- A good understanding of the national NHS patient experience agenda and initiatives
- Proven evidence of partnership working with patients, carers, members of the public, and a wide range of stakeholders
- Demonstrable experience of leading and managing patient experience and patient and public involvement in the NHS or equivalent
Desirable
- Proven knowledge of national NHS structures and policies
- NHS IT systems
- Demonstrable Budget Management Experience
- Proven knowledge of quality improvement methodologies
- Success in leading improvement initiatives
- Success in influencing organisations to implement beneficial change
- Demonstrable experience of developing and implementing strategic or operational plans
- A clear understanding of statutory and mandatory responsibilities regarding complaints and patient experience management
Qualifications
Essential
- Proven evidence of continuous professional development
- Proven evidence of leadership development.
Desirable
- Masters qualification or equivalent demonstrable experience
Apptitude and Abilities
Essential
- Ability to work independently, make autonomous decisions
- Able to organise and prioritise own workload
- Strong communication skills, both written and verbal
- Able to use persuasion, influencing, and negotiation with individuals and groups, including stakeholders
- Able to demonstrate empathy and tact in emotive, antagonistic or hostile situations
- Excellent interpersonal, managerial, organisational, and leadership skills
- Ability to act independently to a high-level when line managing a team, to lead and direct others to accomplish Trust and service goals and objectives
- Ability to build and develop teams and maintain constructive working relationships
Desirable
- Ability to translate complex, sensitive or contentious information into accessible language for different audiences
- Skilled in finding solutions and collaboratively implementing these to obtain effective outcomes in a large complex organisation
- Ability to operate and think laterally at an operational and strategic level
Disposition / Attitude / Motivation
Essential
- Displays a positive, proactive, can-do attitude
- Resourceful, with an open, inclusive leadership style
- Able to alter ways of working to meet a fast-paced, demanding environment
- Willing and able to take personal responsibility and ownership of tasks to ensure completion
- Ability to work well within a busy and complex environment
- Exemplary standards of personal and professional behaviour
Desirable
- Ability to speak at public events, such as conferences and academic institutions where required
Other Factors
Essential
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).
