Job summary
This is an exciting new role at Alder Hey demonstrating the Trust's commitment to ensuring our children, young people and families have the very best experience possible. The Head of Experience will have strategic and management responsibility for the ongoing development and implementation of the Trust's Vision 2030 strategy in relation to the experience of children, young people and families.
Main duties of the job
The postholder will be responsible for the implementation of, and oversee the efficient running of, the new Family Hub, a service which aims to provide a timely resolution to any issues experienced by families, working directly with the Charity and charitable partners. They will have overall managerial responsibility for the Patient Experience team, the Spiritual Care Team, the Play Team, and Arts for Health. The post holder will ensure wide and meaningful engagement and involvement of children, young people and their families in collaboration with the Youth Engagement Leads, Forums, and Patient Safety Partners.
About us
As one of Europe's biggest and busiest children's hospitals, at Alder Hey Children's NHS Foundation Trust, we treat everything from common illnesses to highly complex and specialist conditions.In addition to our main hospital site, we offer paediatric services at a number of community sites and hold local clinics across Merseyside, Cumbria, Shropshire, Wales and the Isle of Man. We also provide specialist inpatient care for children with complex mental health needs in our recently relocated and newly opened state of the art facility.
Alder Hey has a thriving research portfolio and leads research into children's medicines, infection, inflammation and oncology. We are becoming recognised as one of the world's leaders in children's healthcare and research. We contribute to public health, lead cutting-edge research and teach the next generation of children's specialists. Alongside this is ourInnovation Hub, a dedicated space where clinicians and industries can come together to create new products and technologies.
We know that a children's hospital is different and that our job is more than just treating an illness. To us, every child is an individual. As well as giving them the very best care, we set out to make them feel happy, safe and confident as they play, learn and grow. At Alder Hey we are here to look after a child and their family and that includes mums, dads, brothers and sisters.
Job description
Job responsibilities
The Head of Experience will:
Create, promote and enable the embedding of a culture of patient experience and involvement management across the Trust, which is owned and led by the local team / service, focused on the delivery of the Trusts 2030 Strategy relating to experience.
Ensure a clear and robust accountability framework and well-defined escalation processes to support the delivery of patient experience and involvement commitments.
Create and promote effective relationships with key stakeholders in particular the Charity, Brilliant Basics and national patient experience networks, voluntary and community organisations, NHSE and Commissioners, to improve patient experience and engagement.
Manage the workload of the PALS services and ensure that appropriate systems are in place so that all issues and concerns are processed and resolved in a timely, fair and transparent manner, working independently but supportively of healthcare staff providing the service.
Ensure appropriate Board level assurance provided through data driven reports regarding complaints, concerns and compliments and identify improvement actions in collaboration with service provider
Provide assurance of volunteer service compliance and Trust policy with national legislation, regulations and standards.
Oversee the co-ordination of national PLACE inspections and Picker surveys in line with national guidance. Accountable for related Trust board report, improvement plans and benchmark with comparative providers on behalf of the Chief Nurse and Director of Allied Health Professionals
Act as a key point of contact and co-ordination of complaints for the Parliamentary and Health Service Ombudsman.
Ensure the provision and availability of high quality efficient interpreting and translation services. Monitor Trust compliance with the Accessible Information Standard and reasonable adjustments and provide assurance and improvement plans to the Trust Board.
Job description
Job responsibilities
The Head of Experience will:
Create, promote and enable the embedding of a culture of patient experience and involvement management across the Trust, which is owned and led by the local team / service, focused on the delivery of the Trusts 2030 Strategy relating to experience.
Ensure a clear and robust accountability framework and well-defined escalation processes to support the delivery of patient experience and involvement commitments.
Create and promote effective relationships with key stakeholders in particular the Charity, Brilliant Basics and national patient experience networks, voluntary and community organisations, NHSE and Commissioners, to improve patient experience and engagement.
Manage the workload of the PALS services and ensure that appropriate systems are in place so that all issues and concerns are processed and resolved in a timely, fair and transparent manner, working independently but supportively of healthcare staff providing the service.
Ensure appropriate Board level assurance provided through data driven reports regarding complaints, concerns and compliments and identify improvement actions in collaboration with service provider
Provide assurance of volunteer service compliance and Trust policy with national legislation, regulations and standards.
Oversee the co-ordination of national PLACE inspections and Picker surveys in line with national guidance. Accountable for related Trust board report, improvement plans and benchmark with comparative providers on behalf of the Chief Nurse and Director of Allied Health Professionals
Act as a key point of contact and co-ordination of complaints for the Parliamentary and Health Service Ombudsman.
Ensure the provision and availability of high quality efficient interpreting and translation services. Monitor Trust compliance with the Accessible Information Standard and reasonable adjustments and provide assurance and improvement plans to the Trust Board.
Person Specification
Education, Experience, Knowledge, Skills, Attributes
Essential
- Relevant Masters qualification or equivalent experience
- Evidence of continuous professional and management development showing a combination of short courses, structured self study or formal management courses
- Proven expertise to lead, plan, manage, interact with colleagues and service users and deliver projects successfully in a spirit of engagement and collaboration
- Significant experience of leading and delivering complex change and strategy development project / programmes in a politically sensitive and complex environment
- Previously responsible for a budget, involved in budget setting and working knowledge of financial processes
- Experience of working with partners and stakeholders in delivering changes to services.
- Significant experience of successfully operating in and delivering priorities in a partnership environment
- Successfully resolving issues and conflict in a timely and effective manner and translating learning into practice
- Demonstrates a broad understanding of the key determinants of health and healthcare
- Theoretical and practical knowledge of a wide range of approaches to the delivery of a positive experience.
- Extensive knowledge and experience in leadership, experience and engagement
- Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery.
- Demonstrably involves children, young people, families and the public in their work
- Analytical and technical skill to produce coherent, comprehensive and concise reports that achieve their purpose first time
Desirable
- Teaching qualification
- Professional publications
- PRINCE or other Project / Programme management qualification
- Leadership course/ qualification
- De-escalating conflict / highly difficult situations
- Advocacy
Person Specification
Education, Experience, Knowledge, Skills, Attributes
Essential
- Relevant Masters qualification or equivalent experience
- Evidence of continuous professional and management development showing a combination of short courses, structured self study or formal management courses
- Proven expertise to lead, plan, manage, interact with colleagues and service users and deliver projects successfully in a spirit of engagement and collaboration
- Significant experience of leading and delivering complex change and strategy development project / programmes in a politically sensitive and complex environment
- Previously responsible for a budget, involved in budget setting and working knowledge of financial processes
- Experience of working with partners and stakeholders in delivering changes to services.
- Significant experience of successfully operating in and delivering priorities in a partnership environment
- Successfully resolving issues and conflict in a timely and effective manner and translating learning into practice
- Demonstrates a broad understanding of the key determinants of health and healthcare
- Theoretical and practical knowledge of a wide range of approaches to the delivery of a positive experience.
- Extensive knowledge and experience in leadership, experience and engagement
- Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery.
- Demonstrably involves children, young people, families and the public in their work
- Analytical and technical skill to produce coherent, comprehensive and concise reports that achieve their purpose first time
Desirable
- Teaching qualification
- Professional publications
- PRINCE or other Project / Programme management qualification
- Leadership course/ qualification
- De-escalating conflict / highly difficult situations
- Advocacy
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).
