Job summary
The transformation lead will drive innovation and improvement to allow patient voice to meaningfully shape positive change at scale across the trust and to increase our ability to involve patients in setting the standards for patient/customer experience, including for those who may face barriers to access or engagement of trust services.
They will enable the trust to provide objective and standardised understanding and application of excellence in customer service across all of the trust's contacts with the public and take a preventative rather than reactive approach to patient experience, preventing occurrence of poor experiences and responding efficiently and effectively when concerns arise.
Main duties of the job
- Provide inspirational leadership in development and delivery of customer service excellence model and standards working with patients, governors, networks and partners such as Healthwatch
- Through effective engagement of trust-wide services, implementation of excellent customer service standards to ensure patients have an exceptional and positive experience of their engagement points with all of the Trust's services.
- Ensuring that the Trust effectively engages with patients, carers and service users across the diverse communities of Sussex served by the Trust in the development, implementation and oversight of the Patient Experience Strategy and improvement programme, so that they can play a key role in quality and service improvement and the development of service provision that matches their needs.
- Establish patient panels between users of services and their representatives and clinical teams
About us
Join us at UHSussex, every day is different, you can be the change, better never stops
At UHSussex we're proud to be at the heart of the NHS. As one of the UK's largest acute Trusts, we're a leading example of the excellence, the ambition and the values that have embodied the NHS for over 70 years.
Improving lives: We are a vibrant and inclusive organisation, with hardworking, talented and dedicated individuals, who work together towards a common goal, to always put our Patient First. Our mission is summed up by our 'where better never stops' motto and no matter the role at UHSussex, you will play a part in driving us forwards and in improving the lives of patients across Sussex. We treat our patients and staff with the same compassion and empathy we expect for ourselves. We're here for them when they need us, and we go above and beyond to meet their needs. This can be seen in our wellbeing programme for staff which is extensive and designed to support you when you need it because we know that to look after others we must first look after ourselves.
Build a career with us: As a university trust and a leader in healthcare research, we value learning, teaching and training so that we can be the best that we can be. From the moment you start with us and throughout your career we will help you to grow and develop. We hope that in choosing UHSussex you are choosing a long and happy career where you will be able to see the difference you make and feel valued for all that you do.
Job description
Job responsibilities
Support and deliver a planned programme of service delivery and pathwayreviewsDevelop and manage the patient experience improvement programme, inparticular the transformation of patient experience practice across the Trust to ensure patients concerns are responded to early and appropriatelyAnalyse existing data to identify the requirements for good customer service at scaleScope other customer service excellence kitemarksRecruit engage support and train patient/ volunteer representativesBuild the standards/ criteria for the kitemark with patients, with an equalities lens and identify means of validationCreate a roll out plan targeting priority areas where patient satisfaction is lower or where there is strategic priorityEstablish patient panels with clinicians on key themes from patient experience feedback
Please see job description & person specs for full details.
Job description
Job responsibilities
Support and deliver a planned programme of service delivery and pathwayreviewsDevelop and manage the patient experience improvement programme, inparticular the transformation of patient experience practice across the Trust to ensure patients concerns are responded to early and appropriatelyAnalyse existing data to identify the requirements for good customer service at scaleScope other customer service excellence kitemarksRecruit engage support and train patient/ volunteer representativesBuild the standards/ criteria for the kitemark with patients, with an equalities lens and identify means of validationCreate a roll out plan targeting priority areas where patient satisfaction is lower or where there is strategic priorityEstablish patient panels with clinicians on key themes from patient experience feedback
Please see job description & person specs for full details.
Person Specification
Experience/Qualifications
Essential
- Educated to Masters Degree Level
- A formal post graduate AF, I, A Post graduate public health qualification Programme and Project AF, I, A qualification, ideally in change management , innovation, communications, PR or research
- Experience at a senior level of delivering service improvements in a complex environment, working across organisations and sectors and with the public
- Experience of preparing reports and presenting to Boards
- Experience of reducing barriers to engagement for those at risk of exclusion or experiencing inequalities in health, such people with disabilities, from black or minority ethnic groups and those facing socio-economic challenges
- Strategic cultural and service change management experience including organisation development
- Proven track record of delivering excellence in customer relations
- Evidence of presenting, analysing and reporting complex data and turning this into intelligence that generates improvements
Desirable
- Post graduate public health qualification
- Coaching and improvement methodology qualification and experience
- Programme and Project management experience & qualifications
Skills
Essential
- Innovative and future focused thinker
- Able to inspire, motivate and enable change, winning over hearts and minds
- Able to operate and influence effectively in a complex environment and to create compelling business cases and arguments in pursuit of improved patient experience
- Knowledge of identifying and addressing inequalities and using population health management approaches to meeting the needs of communities
- A keen customer focus - able to lead engagement in new and innovative ways, building collaborative relationships with diverse groups and organisations to shape positive and impactful change to patient experience
- Ability to organise own workload whilst supervising others.
- Ability to creatively use available time to set standards and monitor performance.
- Highly credible, resilient and robust, and able to thrive in a fast changing and high pressure environment
- Ability to role model compassionate leadership and challenge any breaches in the standards set.
- The ability to develop and deliver training sessions
Desirable
- Skills in digital engagement
- Skills in creating packages/services that can be traded and marketed
People Management & Development
Essential
- Experience of managing and leading a team
- Experience of delivering impactful change through networks using influence
Desirable
- Experience of developing inclusive services and overcoming barriers to engagement
Specific Requirements
Essential
- Commitment to the principles of quality and service improvement
- Good understanding of legislation and regulatory frameworks, national and local policies relating to best practice
- Understanding of health inequalities and reducing barriers to engagement for those who are at risk of poorer health outcomes
- Knowledge of the Equality Act
Desirable
- A knowledge of healthcare in NHS Trusts and an ability to understand how trust policies and procedures impact on different groups of staff and patients
Person Specification
Experience/Qualifications
Essential
- Educated to Masters Degree Level
- A formal post graduate AF, I, A Post graduate public health qualification Programme and Project AF, I, A qualification, ideally in change management , innovation, communications, PR or research
- Experience at a senior level of delivering service improvements in a complex environment, working across organisations and sectors and with the public
- Experience of preparing reports and presenting to Boards
- Experience of reducing barriers to engagement for those at risk of exclusion or experiencing inequalities in health, such people with disabilities, from black or minority ethnic groups and those facing socio-economic challenges
- Strategic cultural and service change management experience including organisation development
- Proven track record of delivering excellence in customer relations
- Evidence of presenting, analysing and reporting complex data and turning this into intelligence that generates improvements
Desirable
- Post graduate public health qualification
- Coaching and improvement methodology qualification and experience
- Programme and Project management experience & qualifications
Skills
Essential
- Innovative and future focused thinker
- Able to inspire, motivate and enable change, winning over hearts and minds
- Able to operate and influence effectively in a complex environment and to create compelling business cases and arguments in pursuit of improved patient experience
- Knowledge of identifying and addressing inequalities and using population health management approaches to meeting the needs of communities
- A keen customer focus - able to lead engagement in new and innovative ways, building collaborative relationships with diverse groups and organisations to shape positive and impactful change to patient experience
- Ability to organise own workload whilst supervising others.
- Ability to creatively use available time to set standards and monitor performance.
- Highly credible, resilient and robust, and able to thrive in a fast changing and high pressure environment
- Ability to role model compassionate leadership and challenge any breaches in the standards set.
- The ability to develop and deliver training sessions
Desirable
- Skills in digital engagement
- Skills in creating packages/services that can be traded and marketed
People Management & Development
Essential
- Experience of managing and leading a team
- Experience of delivering impactful change through networks using influence
Desirable
- Experience of developing inclusive services and overcoming barriers to engagement
Specific Requirements
Essential
- Commitment to the principles of quality and service improvement
- Good understanding of legislation and regulatory frameworks, national and local policies relating to best practice
- Understanding of health inequalities and reducing barriers to engagement for those who are at risk of poorer health outcomes
- Knowledge of the Equality Act
Desirable
- A knowledge of healthcare in NHS Trusts and an ability to understand how trust policies and procedures impact on different groups of staff and patients
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).
