Job summary
The Patient Experience Manager will provide expert professional leadership, supportingthe Lead for Patient Experience & Engagement in the implementation and evaluation of the Trust's Patient Experience Strategy.
They will provide overall day-to-day management of highly visible and readily accessible to the Complaints and PALS teams, ensuring that all statutory responsibilities are metand that there is a comprehensive framework in place for effective complaints, concerns and compliment management.
The post holder will support the Trust in identifying learning from PALS and complaints feedback in order to continually improve the quality of its services and triangulate and respond to the themes and learning from complaints, PALS, patient safety and risk.
We are looking for an exceptional leader who is experienced, innovative and committed to making a real difference to patient experience andengagement. This is a key post, supporting the Patient Experience & Engagement Lead, Heads of Nursing, Midwifery & Allied Health Professionals and Clinical Service LineTeams. This post sits within the Bedfordshire Hospitals Corporate Nursing Team.
Main duties of the job
Report to Lead for Patient Experience and Engagement updating on patient and carer experience objectives quarterly; updating on current performance for annual reports to Trust Board and other reports as required.
Support the development and management of a Patient Experience Council (PEC); attend other committees/groups as required.
Deliver patient and carer stories for sharing at Trust Board and other relevant forums to enable the organisation to understand patients experience.
Development and leadership of specific projects/task groups to ensure the delivery of positive patient and carer experience and to be a proactive member of work streams and related activities to embed values.
To develop initiatives that address the needs of those who are seldom heard, working closely with key colleagues and stakeholders.
Actively develop patient experience networks to improve patient experience throughout the patient/family/carer journey, learning from best practice and proactively share Trust success locally, regionally and nationally
Produce a patient experience communication plan as part of the strategy encompassing all levels of the organisation and including patients and their families, to ensure timely patient experience feedback is received, acted upon and shared, and performance against relevant external; bodies key performance indicators (e.g. CQC), are visible.
About us
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology.
Our Values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job.
Job description
Job responsibilities
The Job Description and Person Specification are attached to this job, please review for the full details and responsibilities
- Line management responsibility for the Complaints, PALS and PatientExperience teams to ensure that the team are able to work to their maximum potential and feel valued.
- To ensure the Trust has an accessible and visible process for Complaints/PALS/ Patient Experience which is efficient and effective in providing advice, support, information and signposting services to patients, service users, carers, members of the public and Trust staff.
- Ensure that all complainants receive a comprehensive, high quality and timely response that delivers the best outcome for the complainant and for the service involved based on the principles of listening, responding and learning.
- Lead the development of the Trusts approach to patient, carer and public surveys and feedback including Friends and Family Test, the National Patient Survey programme, near/real time feedback etc.
- Provide education and training for all staff on corporate induction and across all disciplines regarding patient experience, being open and involving/engaging patients (including Accessible Information Standard).
- To develop training programmes and interventions aimed at improving patient experience, keeping the offering under review, to ensure synergies with other trust training and service improvement programmes are maximised.
- Ensure the views of patients and carers are taken into account in decisions about service provision, service change, processes and policies.
- Working in partnership with the communications team, ensure that the Trust website provides appropriate patient information in an accessible format.
- To work in collaboration with quality governance team to develop and improve InPhase (incident reporting platform),used to collect and report PALS and Complaints interactions in order to make the system more responsive and user friendly for all users (reporting, investigating, analysing and review of themes and trends).
Job description
Job responsibilities
The Job Description and Person Specification are attached to this job, please review for the full details and responsibilities
- Line management responsibility for the Complaints, PALS and PatientExperience teams to ensure that the team are able to work to their maximum potential and feel valued.
- To ensure the Trust has an accessible and visible process for Complaints/PALS/ Patient Experience which is efficient and effective in providing advice, support, information and signposting services to patients, service users, carers, members of the public and Trust staff.
- Ensure that all complainants receive a comprehensive, high quality and timely response that delivers the best outcome for the complainant and for the service involved based on the principles of listening, responding and learning.
- Lead the development of the Trusts approach to patient, carer and public surveys and feedback including Friends and Family Test, the National Patient Survey programme, near/real time feedback etc.
- Provide education and training for all staff on corporate induction and across all disciplines regarding patient experience, being open and involving/engaging patients (including Accessible Information Standard).
- To develop training programmes and interventions aimed at improving patient experience, keeping the offering under review, to ensure synergies with other trust training and service improvement programmes are maximised.
- Ensure the views of patients and carers are taken into account in decisions about service provision, service change, processes and policies.
- Working in partnership with the communications team, ensure that the Trust website provides appropriate patient information in an accessible format.
- To work in collaboration with quality governance team to develop and improve InPhase (incident reporting platform),used to collect and report PALS and Complaints interactions in order to make the system more responsive and user friendly for all users (reporting, investigating, analysing and review of themes and trends).
Person Specification
Qualifications
Essential
- Extensive experience both managerially and operationally in a related patient experience/healthcare field
- Master's Degree or equivalent in a health related subject or working towards
Desirable
- Registered Health Care Professional/ Registered Nurse
- Management or leadership course (or working towards)
Experience
Essential
- Experience of inter-agency working
- Ability to impart complex information to patients, relatives and carers with different levels of understanding
- Experience of successfully leading a team to plan and organising complex programmes of work, collectively managing multiple tasks and conflicting priorities and work under pressure to tight deadlines
Desirable
- Highly developed understanding of NHS complaints legislation, regulatory expectations, best practice publications and how they can be effectively complied with / implemented
Knowledge
Essential
- Excellent verbal and written communication skills including presentations and publications
- Have proven experience of service development and change management in a complex environment
- Ability to work independently and as part of a team, as well as across departmental, organisational and professional boundaries
- Experience of running audit programmes
Desirable
- Experience of leading a service through periods of change
- Project management skills
Personal Skills
Essential
- Able to communicate with people from a wide range of professional backgrounds
- Able to make a connection between their work and the benefit to patients and the public
Person Specification
Qualifications
Essential
- Extensive experience both managerially and operationally in a related patient experience/healthcare field
- Master's Degree or equivalent in a health related subject or working towards
Desirable
- Registered Health Care Professional/ Registered Nurse
- Management or leadership course (or working towards)
Experience
Essential
- Experience of inter-agency working
- Ability to impart complex information to patients, relatives and carers with different levels of understanding
- Experience of successfully leading a team to plan and organising complex programmes of work, collectively managing multiple tasks and conflicting priorities and work under pressure to tight deadlines
Desirable
- Highly developed understanding of NHS complaints legislation, regulatory expectations, best practice publications and how they can be effectively complied with / implemented
Knowledge
Essential
- Excellent verbal and written communication skills including presentations and publications
- Have proven experience of service development and change management in a complex environment
- Ability to work independently and as part of a team, as well as across departmental, organisational and professional boundaries
- Experience of running audit programmes
Desirable
- Experience of leading a service through periods of change
- Project management skills
Personal Skills
Essential
- Able to communicate with people from a wide range of professional backgrounds
- Able to make a connection between their work and the benefit to patients and the public
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).
