Job summary
The Royal Marsden has a vital role in championing change and improvement in cancer care through research and innovation, education and leading-edge practice. We are incredibly proud of our international reputation for pushing the boundaries and for our ground-breaking work ensuring our patients receive the very best and latest in cancer treatment and care.
We are looking for an inspiring and creative lead to join the Quality and Patient Safety Team to provide professional leadership in relation to Patient Experience. Reporting to the Deputy Chief Nurse for Quality, the post holder will act as an expert in Patient Experience, championing best practice. The post holder will lead the renewing and subsequent roll out of all Patient Experience programmes across the Trust to ensure patient and carer experience is optimised and embedded, contributing to the key quality and performance outcomes and organisational Vision and Values. This exciting role requires collaborating with colleagues, patients and carers to see how we can better understand and improve the experience of our patients.
Main duties of the job
- Provide professional leadership in relation to Patient Experience. Reporting to the Deputy Chief Nurse for Quality, the post holder will act as an expert in Patient Experience, championing best practice.
- The post holder will lead the renewing and subsequent roll out of all Patient Experience programmes across the Trust to ensure patient and carer experience is optimised and embedded, contributing to the key quality and performance outcomes and organisational Vision and Values.
- To coach, guide and support teams in developing and strengthening patient experience and related strategies.
- Work in partnership with stakeholders to ensure that all Patient Experience programmes of work are embedded in ward, ambulatory and department processes.
- Active participant in the Quality and Patient Experience Committee (QPEC) and subgroups.
- Liase with the performance team to provide data and update key performance indicators (KPIs).
- Support staff to use a range of methods of collecting patient experience feedback for example, local surveys for adult and children's services (including feeding results back through the clinical audit committee; Friends and Family Trust (FFT) survey and support staff to utilise the feedback to inform their local continuous improvements.
About us
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals - one in Chelsea, London, and one in Sutton, Surrey - as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
- Provide effective leadership which demonstrates the values and behaviours identified within the Trusts framework.
- Alongside the Head of PPI & E embed the Patient and Public Involvement and Engagement Commitment including the development of projects to deliver Trust wide changes in Patient Experience, in line with Trust Strategies.
- Work to improve patient and staff experience through the promotion and development of patient experience feedback activity.
- Manage methods for listening and responding to the patient/family/carer voice, collecting patient feedback and using the information to improve services, including FFT, Patient Experience Feedback, NHS website/Care Opinion Feedback.
- With support from the Head of PPI & E, Matron for Quality Improvement and Head of Volunteers, foster and develop a culture within the workforce which enables and supports individuals to continually improve services through utilisation of effective patient involvement and experience processes.
- Provide a key role in embedding the Trusts Patient Experience Commitment and PPI & E commitment across the organisation.
- Support in the development and review of Trust Policies and strategies relevant to role and areas of responsibility.
- Take responsibility for personal and professional development, participating in the Trust PDR Review.
- Promote own learning, ensuring access to continuing professional development opportunities.
Job description
Job responsibilities
For further information on this role, please see the attached detailed Job Description and Person Specification.
- Provide effective leadership which demonstrates the values and behaviours identified within the Trusts framework.
- Alongside the Head of PPI & E embed the Patient and Public Involvement and Engagement Commitment including the development of projects to deliver Trust wide changes in Patient Experience, in line with Trust Strategies.
- Work to improve patient and staff experience through the promotion and development of patient experience feedback activity.
- Manage methods for listening and responding to the patient/family/carer voice, collecting patient feedback and using the information to improve services, including FFT, Patient Experience Feedback, NHS website/Care Opinion Feedback.
- With support from the Head of PPI & E, Matron for Quality Improvement and Head of Volunteers, foster and develop a culture within the workforce which enables and supports individuals to continually improve services through utilisation of effective patient involvement and experience processes.
- Provide a key role in embedding the Trusts Patient Experience Commitment and PPI & E commitment across the organisation.
- Support in the development and review of Trust Policies and strategies relevant to role and areas of responsibility.
- Take responsibility for personal and professional development, participating in the Trust PDR Review.
- Promote own learning, ensuring access to continuing professional development opportunities.
Person Specification
Education/Qualifications
Essential
- Degree graduate in relevant subject and working towards/completed masters level qualification or equivalent.
- Evidence of relevant study and continuing professional development.
Desirable
- Appropriate management / leadership courses
- Project management qualification.
- Healthcare related degree or Equivalent experience
Experience
Essential
- Significant experience in healthcare / customer service (band 6 and above) in a management position.
- Current knowledge of relevant professional and NHS Policy Initiatives. Practical experience of the Patient Experience Agenda. Experience of organising and/or delivering patient centred care
- Evidence of applying recognised change management tools and techniques for successful outcomes.
- Experience in process/service redesign.
- Experience in multidisciplinary working.
- Ongoing recent evidence of leading clinical innovation or leading change within clinical practice.
Desirable
- Operational management experience.
- Project management experience.
- Experience of Business Planning
Skills/Abilities/Knowledge
Essential
- Excellent interpersonal skills
- Experience in interdisciplinary working
- Negotiating and influencing skills.
- Active listening.
- Team player and leads by example
- Politically astute.
Person Specification
Education/Qualifications
Essential
- Degree graduate in relevant subject and working towards/completed masters level qualification or equivalent.
- Evidence of relevant study and continuing professional development.
Desirable
- Appropriate management / leadership courses
- Project management qualification.
- Healthcare related degree or Equivalent experience
Experience
Essential
- Significant experience in healthcare / customer service (band 6 and above) in a management position.
- Current knowledge of relevant professional and NHS Policy Initiatives. Practical experience of the Patient Experience Agenda. Experience of organising and/or delivering patient centred care
- Evidence of applying recognised change management tools and techniques for successful outcomes.
- Experience in process/service redesign.
- Experience in multidisciplinary working.
- Ongoing recent evidence of leading clinical innovation or leading change within clinical practice.
Desirable
- Operational management experience.
- Project management experience.
- Experience of Business Planning
Skills/Abilities/Knowledge
Essential
- Excellent interpersonal skills
- Experience in interdisciplinary working
- Negotiating and influencing skills.
- Active listening.
- Team player and leads by example
- Politically astute.
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).
