Job summary
To support our hospital, we are looking for a strategic, enthusiastic, and highly motivated person to join our busy Organisation as a Patient experience and Engagement Lead .
As a lead at the Royal London and Mile End Hospitals, you will provide strategic advice, guidance and direction to developing and delivering the Patient experience ambitions.
As a senior member of the Governance Team, you will be responsible for the leadership, development and co-ordination of PALS workforce standards and improvement across the Hospital in order to influence the development and delivery of outstanding patient experience.
You will also take an active lead on trust-wide projects that support the delivery of our objectives and decisions, and work closely with the Senior Nursing, Midwifery and Allied Health Professional Leads to deliver creative and effective patient experience and engagement strategies.
Main duties of the job
The post holder will work in an effective matrix style as part of a dynamic site based corporate team in delivering effective oversight for complex complaints and patient experience initiatives for our hospitals, The Royal London Hospital and Mile End Hospital.
The post supports the delivery of the sites patient experience objectives alongside complex complaints handling, representing our director of nursing on key Patient Experience initiatives supporting the delivery of key objectives, driving quality assurance and improvement.
Working with the Deputy Director of Nursing for Clinical Governance, Professional Standards and Compliance, you will take day to day responsibility for the smooth operational running and line management of our PALS (Patient Advice and Liaison Service). Developing effective complaint reduction and patient feedback strategies and processes that help us to deliver the highest quality patient centred services.
About us
Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledgerequired. For both documents, please view the attachment/s below.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledgerequired. For both documents, please view the attachment/s below.
Person Specification
Experience
Essential
- Experience of regulatory preparation /planning and the PIR process
Desirable
- Experience of patient experience improvement workstreams
Skills
Essential
- Project management and Communication skills including the ability to write reports at Board level
- Ability to deliver presentations and communicate effectively with colleagues and women/families
- Ability to co-ordinate, lead and participate in local patient resolution meetings
- Full understanding of investigations and methodology and evidence of production of quality reports and QA abilities
- Ability to produce/interpret information that supports quality improvement.
- Influencing skills to support clinical quality improvement
- Ability to lead, motivate and influence individuals both within and external to the organization
Desirable
- Demonstrates experience and detailed knowledge of all aspects of clinical governance and risk management, supporting and maintaining the systems and processes that underpin it.
- Analytical skills, able to lead and support incident investigations.
- Competent in using Microsoft Office (including Access) & Excel and the internet for the purpose of researching, monitoring activity, effectively communicating and producing reports and training materials
Knowledge
Essential
- Line management experience in the NHS
- Highly developed communication and presentation skills.
Desirable
- Able to appropriately convey complex ideas and information to audiences, at all levels across an organisation and to stakeholders, through a range of media.
Qualifications
Essential
- Degree level educated
- Qualification in Quality Improvement
Desirable
Person Specification
Experience
Essential
- Experience of regulatory preparation /planning and the PIR process
Desirable
- Experience of patient experience improvement workstreams
Skills
Essential
- Project management and Communication skills including the ability to write reports at Board level
- Ability to deliver presentations and communicate effectively with colleagues and women/families
- Ability to co-ordinate, lead and participate in local patient resolution meetings
- Full understanding of investigations and methodology and evidence of production of quality reports and QA abilities
- Ability to produce/interpret information that supports quality improvement.
- Influencing skills to support clinical quality improvement
- Ability to lead, motivate and influence individuals both within and external to the organization
Desirable
- Demonstrates experience and detailed knowledge of all aspects of clinical governance and risk management, supporting and maintaining the systems and processes that underpin it.
- Analytical skills, able to lead and support incident investigations.
- Competent in using Microsoft Office (including Access) & Excel and the internet for the purpose of researching, monitoring activity, effectively communicating and producing reports and training materials
Knowledge
Essential
- Line management experience in the NHS
- Highly developed communication and presentation skills.
Desirable
- Able to appropriately convey complex ideas and information to audiences, at all levels across an organisation and to stakeholders, through a range of media.
Qualifications
Essential
- Degree level educated
- Qualification in Quality Improvement
Desirable
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).
