Job summary
If you are interested in taking on an exciting role within patient experience then this might be the role for you. Homerton Healthcare are thrilled to be advertising for a new patient experience lead. This person must be passionate about patient experience and ready to work with a brilliant new team. The patient experience lead will work closely with the Corporate Deputy Chief Nurse to improve how we respond to patient feedback and bring patient experience to the fore. They will also work with the divisions to learn from feedback and ensure that we are focusing on the right issues to improve patient experience overall.
The Patient Experience Lead will oversee the Patient Experience Team which covers, the Patient Advice and Liaison Service (PALS), Complaints, Patient Engagement and Volunteers. The post holder will be responsible for promoting, championing and leading programmes of work across the Trust designed to improve patient experiences.
The post holder will lead on delivering the Trust's Patient Experience Strategy and ensure the Trust meets its obligations for Care Quality Commissions (CQC) compliance and all statutory requirements for patient experience.
Main duties of the job
- To be the point of expertise in relation to matters concerning patient engagement and experience. This includes engaging with patients and residents to hear what they think of our services
- Line manage the Patient Experience Team
- Support the Corporate Deputy Chief Nurse in the co-production and lead on the implementation of the Patient Experience Strategy -
- Identify new initiatives and emerging needs in patient experience.
About us
Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond.
We are extremely proud of the fact that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).
Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.
Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.
We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.
Homerton has a proud tradition of supporting and developing its staff, including its well-regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.
Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.
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 knowledge required. For both documents please view the attachment/s on this page
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
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 knowledge required. For both documents please view the attachment/s on this page
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Person Specification
Skills/ Abilities
Essential
- Knowledge and experience of clinical governance processes, with an ability to challenge and/or question clinical practice of all members of the multiprofessional team.
- Analytical skills review qualitative and quantitative data from a wide range of sources to draw appropriate conclusions and present the information in a clear concise manner.
- Excellent presentation and training skills and the ability to present data and information in user friendly formats.
- Excellent report writing skills.
Desirable
- Use Datix risk management system.
- Use electronic information databases EPR, RiO etc.
Experience
Essential
- Experience of addressing and resolving challenging behaviour and conflict.
- Directly work with patient groups including third sector.
- developed and implemented training programmes.
- Led on projects related to improving Patient Experience.
Knowledge
Essential
- Knowledge/understanding of confidentiality issues
- Excellent people management skills.
- Strong negotiation and mediation skills.
- Ability to develop strong working relationships / networks.
Trust Values, Equal Opportunities & Other Requirements
Essential
- Understanding and demonstration of the Trust Values
Education / Qualifications
Essential
- Educated to Masters level or equivalent experience.
Desirable
- Healthcare related qualification (e.g. Registered Nurse, Midwife or Allied Health Professional)
Person Specification
Skills/ Abilities
Essential
- Knowledge and experience of clinical governance processes, with an ability to challenge and/or question clinical practice of all members of the multiprofessional team.
- Analytical skills review qualitative and quantitative data from a wide range of sources to draw appropriate conclusions and present the information in a clear concise manner.
- Excellent presentation and training skills and the ability to present data and information in user friendly formats.
- Excellent report writing skills.
Desirable
- Use Datix risk management system.
- Use electronic information databases EPR, RiO etc.
Experience
Essential
- Experience of addressing and resolving challenging behaviour and conflict.
- Directly work with patient groups including third sector.
- developed and implemented training programmes.
- Led on projects related to improving Patient Experience.
Knowledge
Essential
- Knowledge/understanding of confidentiality issues
- Excellent people management skills.
- Strong negotiation and mediation skills.
- Ability to develop strong working relationships / networks.
Trust Values, Equal Opportunities & Other Requirements
Essential
- Understanding and demonstration of the Trust Values
Education / Qualifications
Essential
- Educated to Masters level or equivalent experience.
Desirable
- Healthcare related qualification (e.g. Registered Nurse, Midwife or Allied Health Professional)
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).
