Job summary
This is an exceptional opportunity for a dedicated professional with proven record in customer care and service to lead on our Patient Experience delivery plan.
The post holder will be somebody who is a great communicator and innovator who strives for a positive patient experience by helping the organisation to better understand patients and carers needs through service improvement, information provision, influencing and research.This is a key critical role, working collaboratively across all clinical areas of the trust with internal and group-level stakeholders whilst providing leadership and direction to your teamto deliver on the needs of the organisation for patient experience and engagement.Duties includeOversight and use of patient and carer feedback to influence the development of servicesSupport the Director of Nursing and Quality during inspections and targeted reviews. Work with identified clinical leads to provide timely information and develop actions plansOversee the Trust's complaints process Participation in the trust's accreditation programmeSupport the privacy and dignity for patients, through audit, consulting withstakeholders and commissioners. Provide direction to staff on suitable standards required at all timesCompile and write briefs and board reportsParticipate in influential working groups and stakeholder meetings championing the patient and carer experience and involvement agendaOverseeing the Trusts hospital chaplaincy team
Main duties of the job
Central duties will include:
- Overseeing the Trust's complaints process, acknowledging all formal complaints the Trust receives, identifying trends and embedding learning across the Trust, introducing new systems to encourage all Trust staff to manage complaints effectively.
- Providing support to the Deputy Director of Nursing and Quality during inspections and targeted reviews relevant to the trust, working with identified clinical leads to provide timely information and develop actions plans, where improvements are required.
- Participation in the trust's accreditation programme other quality visits.
- Maintaining privacy and dignity for patients across all Trust sites, by undertaking audits and consulting with service managers, matrons and commissioners about possible breaches, providing direction to staff on suitable standards required at all times.
- Overseeing all patient and carer feedback mechanisms relating to the development or measurement of services.
- Compiling and writing briefings and reports as required about patient experience project outcomes.
- Having a presence on a number of influential working groups and stakeholder meetings championing the patient and carer experience and involvement agenda.
- Overseeing the Trusts hospital chaplaincy team.
About us
We're looking for someone who will enjoy working closely with medical, operational and corporate colleagues to inspire improvements that make a real difference to our patients and their families.
You will lead a team who are as passionate about patient and service user engagement as you are.
Job description
Job responsibilities
"C:\Users\heatha1\OneDrive - NHS\Documents\Archive\Interview stuff\Patient Experience\2023\JOB DESCRIPTION - Head of Patient Experience and Engagement .docx"
For further information please contact Andrew Heath Associate Director of Nursingon 01253 956374 or Andrew.heath4@nhs.net
Job description
Job responsibilities
"C:\Users\heatha1\OneDrive - NHS\Documents\Archive\Interview stuff\Patient Experience\2023\JOB DESCRIPTION - Head of Patient Experience and Engagement .docx"
For further information please contact Andrew Heath Associate Director of Nursingon 01253 956374 or Andrew.heath4@nhs.net
Person Specification
Qualifications
Essential
- Good evidence of continuous development linked to Patient Experience agenda
- Educated to First Degree level or equivalent senior management experience
- Management qualification
- Management qualification
Desirable
- Evidence of attendance on a leadership development programme
- Formal qualification in mediation or counselling
- Teaching experience or qualification
- Masters level qualification or working towards, or equivalent experience
- Professional Registration
- Qualification or Evidence of Quality Improvement
Experience
Essential
- Extensive experience in supporting service users and inter professional groups to achieve positive outcomes
- Success in working collaboratively across professions and services
- Ability to plan and organise a broad range of complex activities across different professional groups, which will require ongoing review
- Advising and influencing senior managers and clinicians in relation to management and quality improvement Extensive project management experience
- Evidence of implementing successful change processes
- Experience of delivering formal presentations and teaching to small and large groups
- Working collaboratively across professional disciplines and organisations
- Budget management
Desirable
- Experience of carrying out audit and the formulation of action plans
- Working with local community groups
KNOWLEDGE, UNDERSTANDING AND COMMITMENT TO:
Essential
- Demonstrable track record of improving care and services for patients
- Attuned to National Health Policy
- The importance of successful partnership working
- Knowledge of Clinical Governance - principles and delivery
SKILLS/ATTRIBUTES
Essential
- Ability to lead and motivate and empower others and lead change through people
- IT Literate and able to use Microsoft software
- Project management skills
- Positive and effective team worker
- Excellent motivator
- Ability to deal with changing priorities, work under pressure and work to tight deadlines
- Ability to work flexible hours
- Excellent oral and written skills
- Willingness to work anywhere within the Trust and to travel, on occasions, within the region and nationally.
- Car owner and driver
Person Specification
Qualifications
Essential
- Good evidence of continuous development linked to Patient Experience agenda
- Educated to First Degree level or equivalent senior management experience
- Management qualification
- Management qualification
Desirable
- Evidence of attendance on a leadership development programme
- Formal qualification in mediation or counselling
- Teaching experience or qualification
- Masters level qualification or working towards, or equivalent experience
- Professional Registration
- Qualification or Evidence of Quality Improvement
Experience
Essential
- Extensive experience in supporting service users and inter professional groups to achieve positive outcomes
- Success in working collaboratively across professions and services
- Ability to plan and organise a broad range of complex activities across different professional groups, which will require ongoing review
- Advising and influencing senior managers and clinicians in relation to management and quality improvement Extensive project management experience
- Evidence of implementing successful change processes
- Experience of delivering formal presentations and teaching to small and large groups
- Working collaboratively across professional disciplines and organisations
- Budget management
Desirable
- Experience of carrying out audit and the formulation of action plans
- Working with local community groups
KNOWLEDGE, UNDERSTANDING AND COMMITMENT TO:
Essential
- Demonstrable track record of improving care and services for patients
- Attuned to National Health Policy
- The importance of successful partnership working
- Knowledge of Clinical Governance - principles and delivery
SKILLS/ATTRIBUTES
Essential
- Ability to lead and motivate and empower others and lead change through people
- IT Literate and able to use Microsoft software
- Project management skills
- Positive and effective team worker
- Excellent motivator
- Ability to deal with changing priorities, work under pressure and work to tight deadlines
- Ability to work flexible hours
- Excellent oral and written skills
- Willingness to work anywhere within the Trust and to travel, on occasions, within the region and nationally.
- Car owner and driver
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).
