Job summary
An
opportunity has arisen to join the Leeds Teaching Hospitals Patient
Experience Team as a Lead Nurse/Midwife /AHP.
The successful applicant will lead on a portfolio of work to secure
sustained improvements in the experience of patients using Trust
services.
The
post holds responsibility for leading, managing and developing the Trust
Complaints, Data (relating to patient experience), Interpreting and Friends
and Family Test teams and provision, as well as other responsibilities such
as contributing to work relating to the Accessible Information Standard,
Equality & Diversity agenda and Patient Information.
The
post includes working closely with senior colleagues across the Trust to
support the above functions, to improve patient experience and to demonstrate
responsive and collaborative working in all these areas. The postholder will
be expected to contribute to delivery of the nursing and midwifery strategy
as required. The post is based at St James's University Hospital , with the
opportunity for some home working.
The
successful applicant will be able to communicate complex and sensitive
information to patients, families and senior staff. They will have excellent
written and presentation skills and the ability to lead and influence change.
They will work collaboratively and be skilled in staff and patient
engagement. They will also be skilled in the analysis and interpretation of
data and staff management.
Main duties of the job
The
main duties of the role are to ensure the daily provision of services across
the Trust in relation to complaints, interpreting, data analysis, and patient
information and to support the busy staff and teams managing these functions.
In addition, the postholder will set the direction for improvement,
developing objectives for the teams and organisation relating to their areas
of responsibility and supporting staff across the Trust to achieve the
standards required. The role includes project management, supporting complex complaint
cases, responsibility for the delivery of discrete pieces of work and
requires advanced skills of engagement and influence. There will be the
opportunity to work at all levels in the Trust, and across the range of
corporate and clinical teams. The postholder will be required to interact
with patients and members of the public, write frequent reports to provide
assurance, review complaint responses and represent the patient experience
team at senior Trust committees. They will line manage staff and undertake
all duties associated with that and contribute to wider work across the team
and organisation, including supporting the equality and diversity and health
inequalities workstreams. The work is fast paced, often working to tight
timescales and there will be a need to provide leadership and respond to
complex situations as they arise.
About us
The
patient experience team are a friendly, supportive group of staff who between
them deliver a number of different workstreams and functions which aim to
listen to the voice of the patient and public, act upon what is heard and
support the delivery of improvements in response. We are excellent at
collaboration and relationship building with staff in clinical services and
corporate teams, demonstrate initiative and passion and have a can do
attitude. There are thirty-five members of staff in the team, and this post
is one of three Band 8A roles across the service, each with responsible for
their own portfolio. The team have a great track record of staff retention,
many of our staff are very experienced, with team members reporting high
satisfaction with work-life balance and their ability to influence their
work. We work hard to provide a rewarding working experience and aim to put
our staff at the centre of what we do.
Leeds
Teaching Hospitals is committed to our process of redeploying 'at risk'
members of our existing workforce to new roles. As such, all our job adverts
are subject to this policy and we reserve the right to close, delay or remove
adverts while this process is completed. If you do experience a delay in the
shortlisting stage of the recruitment cycle, please bear with us while this
process is completed, and contact the named contact if you have any
questions.
Job description
Job responsibilities
The
post holder will lead the development and delivery of the Trust Complaints
and Interpreting Policies providing expert advice on the direction, set by
the Trust Board, taking into consideration the needs of staff and patients,
Trust priorities, statutory and regulatory requirements, national and local
learning and drivers. This includes delivering the Trust complaints action
plan and improvement programme. The post holder is also the senior manager
for delivery of the Friends and Family Test (FFT) and patient information
programmes.
The
post holder line manages the patient experience teams Information Analyst
and ensures that intelligence is captured, shared and used across the Trust
to support improvements. They are responsible for the strategic development
of all relevant data and understand how data influences decision making. They
have responsibility for the delivery of appropriate monitoring mechanisms
that demonstrate individual clinical areas performance in relation to patient
experience, involvement and engagement.
The
post holder is responsible for ensuring that people, processes and systems
are in place to deliver the above activities, ensuring that all safeguards,
policy and statutory requirements are met.
The
post holder is responsible for leading and line managing a team, comprising
of approximately 15 substantive staff. The post holder is a budget monitor
and oversees a budget of approximately £800,000.
The
post holder works closely with external providers delivering FFT and
interpreting services to the Trust and is involved in contract decisions,
discussions and monitoring.
The
post holder initiates and leads specific projects of work linked to their
portfolio and /or the wider work of the patient experience team, including
the Trust Deaf and Hard of Hearing Action Group, Complaints Oversight Group
and supporting compliance with the Accessible Information Standard. They take
a lead role in the implementation of the Trust Patient Experience Improvement
plan and Trust Patient Information Procedure.
The
post holder supports the Head of Patient Experience and Director of Quality
as required with wider responsibilities of their role and will be expected to
engage in work to support the nursing and midwifery agenda in the
organisation, including offering clinical support to clinical areas when
required.
The
postholder will provide credible and visible leadership to staff across the
Trust and will create a culture which fosters staff engagement and
involvement. They will advise and support on complex complaint case management,
especially where circumstances are complex, sensitive or contentious. They
will regularly produce written reports and papers for high level Trust
committees and attend these.
The
postholder is central to supporting the Trust complaint response quality
assurance process, and trains other to undertake this activity with the aim
of ensuring complainants receive high quality responses to their
concerns.
The
postholder will be patient-centred, fair and inclusive, aiming to provide
services to patients and the public which are accessible. They will be
empowered and work autonomously, advising on improvements and identifying
opportunities for these. They will be proactive and demonstrate initiative.
The
postholder will liaise with external companies and third sector organisations
in the delivery of areas of responsibility and has a responsibility to
maintain awareness of local and national developments relating to own
portfolio.
There
is the occasional requirement to provide direct support to clinical areas
which may require physical effort. The postholder may be exposed to
occasional verbal aggression from patients and the public and may deal
directly with imparting unwelcome information to staff or families
dissatisfied with service delivery, requiring emotional effort.
Job description
Job responsibilities
The
post holder will lead the development and delivery of the Trust Complaints
and Interpreting Policies providing expert advice on the direction, set by
the Trust Board, taking into consideration the needs of staff and patients,
Trust priorities, statutory and regulatory requirements, national and local
learning and drivers. This includes delivering the Trust complaints action
plan and improvement programme. The post holder is also the senior manager
for delivery of the Friends and Family Test (FFT) and patient information
programmes.
The
post holder line manages the patient experience teams Information Analyst
and ensures that intelligence is captured, shared and used across the Trust
to support improvements. They are responsible for the strategic development
of all relevant data and understand how data influences decision making. They
have responsibility for the delivery of appropriate monitoring mechanisms
that demonstrate individual clinical areas performance in relation to patient
experience, involvement and engagement.
The
post holder is responsible for ensuring that people, processes and systems
are in place to deliver the above activities, ensuring that all safeguards,
policy and statutory requirements are met.
The
post holder is responsible for leading and line managing a team, comprising
of approximately 15 substantive staff. The post holder is a budget monitor
and oversees a budget of approximately £800,000.
The
post holder works closely with external providers delivering FFT and
interpreting services to the Trust and is involved in contract decisions,
discussions and monitoring.
The
post holder initiates and leads specific projects of work linked to their
portfolio and /or the wider work of the patient experience team, including
the Trust Deaf and Hard of Hearing Action Group, Complaints Oversight Group
and supporting compliance with the Accessible Information Standard. They take
a lead role in the implementation of the Trust Patient Experience Improvement
plan and Trust Patient Information Procedure.
The
post holder supports the Head of Patient Experience and Director of Quality
as required with wider responsibilities of their role and will be expected to
engage in work to support the nursing and midwifery agenda in the
organisation, including offering clinical support to clinical areas when
required.
The
postholder will provide credible and visible leadership to staff across the
Trust and will create a culture which fosters staff engagement and
involvement. They will advise and support on complex complaint case management,
especially where circumstances are complex, sensitive or contentious. They
will regularly produce written reports and papers for high level Trust
committees and attend these.
The
postholder is central to supporting the Trust complaint response quality
assurance process, and trains other to undertake this activity with the aim
of ensuring complainants receive high quality responses to their
concerns.
The
postholder will be patient-centred, fair and inclusive, aiming to provide
services to patients and the public which are accessible. They will be
empowered and work autonomously, advising on improvements and identifying
opportunities for these. They will be proactive and demonstrate initiative.
The
postholder will liaise with external companies and third sector organisations
in the delivery of areas of responsibility and has a responsibility to
maintain awareness of local and national developments relating to own
portfolio.
There
is the occasional requirement to provide direct support to clinical areas
which may require physical effort. The postholder may be exposed to
occasional verbal aggression from patients and the public and may deal
directly with imparting unwelcome information to staff or families
dissatisfied with service delivery, requiring emotional effort.
Person Specification
Qualifications
Essential
- Registered Nurse /Midwife/AHP
- Current registration in place
- Bachelors degree in subject relevant to the role.
Desirable
- Project Management qualification
- Post-graduate qualification within a leadership programme/study or evidence of practical application of expertise at this level
practical skills or Additional Requirements
Essential
- Ability to conceptualise problems and identify solutions
- Ability to initiate, lead and manage change
- Demonstrable ability to interpret highly complex facts and situations, analyse and make judgements based upon this
Experience
Essential
- Experience as a senior nurse/midwife/AHP.
- Demonstrable evidence of specialist knowledge and the professional leadership and management of nurses/midwives/AHP (pertaining to the area of clinical practice)
- Evidence of current on-going and relevant personal and professional development.
- Demonstrable experience of leading improvements in clinical settings, patient care and experience across multiple specialities
- In depth knowledge of the clinical governance agenda including clinical risk and safety.
- Specialist knowledge of professional issues and care and service delivery
Desirable
- Demonstrable evidence of project management
- Experience of budget and resources management
- Knowledge and experience of human resources management, communicating complex and contentious information to individuals and large groups
Skills & Behaviours
Essential
- Able to communicate complex, sensitive information.
- Excellent communication, written, interpersonal and negotiating skills, report writing and presentations.
- Maintains visible leadership
- Demonstrates autonomous working and inclusively
- Investigative skills and attention to detail.
Person Specification
Qualifications
Essential
- Registered Nurse /Midwife/AHP
- Current registration in place
- Bachelors degree in subject relevant to the role.
Desirable
- Project Management qualification
- Post-graduate qualification within a leadership programme/study or evidence of practical application of expertise at this level
practical skills or Additional Requirements
Essential
- Ability to conceptualise problems and identify solutions
- Ability to initiate, lead and manage change
- Demonstrable ability to interpret highly complex facts and situations, analyse and make judgements based upon this
Experience
Essential
- Experience as a senior nurse/midwife/AHP.
- Demonstrable evidence of specialist knowledge and the professional leadership and management of nurses/midwives/AHP (pertaining to the area of clinical practice)
- Evidence of current on-going and relevant personal and professional development.
- Demonstrable experience of leading improvements in clinical settings, patient care and experience across multiple specialities
- In depth knowledge of the clinical governance agenda including clinical risk and safety.
- Specialist knowledge of professional issues and care and service delivery
Desirable
- Demonstrable evidence of project management
- Experience of budget and resources management
- Knowledge and experience of human resources management, communicating complex and contentious information to individuals and large groups
Skills & Behaviours
Essential
- Able to communicate complex, sensitive information.
- Excellent communication, written, interpersonal and negotiating skills, report writing and presentations.
- Maintains visible leadership
- Demonstrates autonomous working and inclusively
- Investigative skills and attention to detail.
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.
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
