Harrogate and District NHS Foundation Trust

Patient Experience Manager

This job is now closed

Job summary

The Patient Experience Manager has a unique and varied role responsible for managing key elements of the Patient Experience within HDFT. The post would be part of a busy but dynamic team that encompasses all elements of Patient Experience, including managing complaints and concerns, compliments, patient engagement projects and patient survey's.

Main duties of the job

To lead the patient experience functions across all areas of the Trust
To support ward department and community staff with the collection of data relating to patient experience and to manage the reporting of that data.
To oversee patient information leaflets and web page
To collate patient experience information into reports for relevant Trust committees and meetings
To manage and utilise a system of feedback and to drive improvement for the patient experience team.
To identify areas of good practice and through quality improvement methodology to share best practice across the organisation
To take a leadership role in the Making Experiences Count work stream within the organisation
Support the Quality Matron to ensure full compliance with all CQC/Regulatory related Patient Experience Standards
To monitor weekly compliance with patient experience measures and ensure improvement in compliance with the Trust identified targets for a particular division.

About us

Harrogate and District NHS Foundation Trust (HDFT) cares for the population in Harrogate and the local area, as well as across North Yorkshire, Leeds and parts of the North East.

At HDFT we provide outstanding care to both our patients and our staff and we value Kindness, Integrity, Teamwork and Equality. If you're looking for an interesting and rewarding career in the NHS, where you can make a real difference to patients' lives, HDFT could be the place for you!

We offer colleagues:

A supportive culture so colleagues can bring their whole selves to work.
Staff Recognition - as well as regular appraisals, we recognise achievements with our Making a Difference & Team of the Month Awards, along with annual Colleague Recognition Awards.
Employee Support and wellbeing - we offer a wide range of staff benefits including an Employee Assistance Programme, counselling service and a fast-track Physiotherapy service.

Please note:

Due to high levels of interest, posts may close early if we reach a sufficient number of applications
Visa sponsorship is only available for certain roles. Please ensure the role you are interested in meets the criteria for a visa before submitting your application.
Please also be aware that the Trust does not offer relocation packages for Agenda for Change roles.
All job offers are subject to satisfactory pre-employment checks.

Date posted

24 March 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£46,148 to £52,809 a year Per annum pro rata

Contract

Permanent

Working pattern

Full-time, Flexible working, Home or remote working

Reference number

421-CORP-1892S-A

Job locations

Harrogate District Hospital

Harrogate

HG2 7SX

Job description

Job responsibilities

Ensure that a robust system of friends and family test data collection is embedded in all areas of the organisation
To manage and analyse data collected in conjunction with FFT and other relevant data
Work with ward and department managers to instigate local area patient experience surveys, advising of question setting and assist with the management and analysis of the data
To have operational responsibility for the delivery of a range of projects to include quality improvement as directed by the Regulation, Experience and Risk Lead
Manage and be responsible for the developments associated with the ward and department quality dashboard
Manage the production and publication of all Trust wide patient information in print and digital form
Manage the patient information database and version control of document
Manage the Trust internal and external digital patient information resources, ensuring the most up to date information is available to staff, patients and the public
Clinically manage and support the collection of the early warning scores audit, providing feedback to areas of the data collected and working with clinical teams to drive improvement with
To support as required the provision of data and reports to the Making Experiences Count group and other relevant committees
To work closely with the Heads of Nursing and Matrons to ensure that patient experience improvements are monitored and progressed within agreed time
To develop, implement, maintain and manage robust systems in relation to the patient experience data collection
Work collaboratively with colleagues across the Trust, contributing proactively to any working groups
To represent the Trust at any patient involvement groups internally and externally including governor and members meetings.
To be responsible for providing teaching and education relating to patient experience processes and improvement
To maintain accurate and timely records maintaining databases of all patient experience events and analyse data to inform and report to the Trust Board and other groups on all aspects of patient experience
To ensure compliance with information governance requirements including consent, confidentiality and information storage in line with Trust and national policy and legislation
To ensure that staff are able to work in a safe and conducive working environment and that responsibilities regarding Health and Safety and staff welfare legislation and best practice are fulfilled throughout the department
Responsible for training members of staff in the use of patient experience systems
Working in partnership with the Deputy Director of Nursing to support the quality improvement aspects of patient experience
Co-ordinate the identification of patient experience themes to inform training needs for the nursing, midwifery and AHP workforce working closely with matrons and senior nurses.
Contribute to training / learning events to improve patient experience working closely with senior nurses across the directorates and within the corporate team as required

Job description

Job responsibilities

Ensure that a robust system of friends and family test data collection is embedded in all areas of the organisation
To manage and analyse data collected in conjunction with FFT and other relevant data
Work with ward and department managers to instigate local area patient experience surveys, advising of question setting and assist with the management and analysis of the data
To have operational responsibility for the delivery of a range of projects to include quality improvement as directed by the Regulation, Experience and Risk Lead
Manage and be responsible for the developments associated with the ward and department quality dashboard
Manage the production and publication of all Trust wide patient information in print and digital form
Manage the patient information database and version control of document
Manage the Trust internal and external digital patient information resources, ensuring the most up to date information is available to staff, patients and the public
Clinically manage and support the collection of the early warning scores audit, providing feedback to areas of the data collected and working with clinical teams to drive improvement with
To support as required the provision of data and reports to the Making Experiences Count group and other relevant committees
To work closely with the Heads of Nursing and Matrons to ensure that patient experience improvements are monitored and progressed within agreed time
To develop, implement, maintain and manage robust systems in relation to the patient experience data collection
Work collaboratively with colleagues across the Trust, contributing proactively to any working groups
To represent the Trust at any patient involvement groups internally and externally including governor and members meetings.
To be responsible for providing teaching and education relating to patient experience processes and improvement
To maintain accurate and timely records maintaining databases of all patient experience events and analyse data to inform and report to the Trust Board and other groups on all aspects of patient experience
To ensure compliance with information governance requirements including consent, confidentiality and information storage in line with Trust and national policy and legislation
To ensure that staff are able to work in a safe and conducive working environment and that responsibilities regarding Health and Safety and staff welfare legislation and best practice are fulfilled throughout the department
Responsible for training members of staff in the use of patient experience systems
Working in partnership with the Deputy Director of Nursing to support the quality improvement aspects of patient experience
Co-ordinate the identification of patient experience themes to inform training needs for the nursing, midwifery and AHP workforce working closely with matrons and senior nurses.
Contribute to training / learning events to improve patient experience working closely with senior nurses across the directorates and within the corporate team as required

Person Specification

Essential

Qualifications
Experience at senior level within NHS
Experience of managing and analysing complex data
Understanding of Patient and Public engagement
Excellent communication skills

Desirable

Teaching qualification
Project Management
Experience of leading

Person Specification

Essential

Qualifications
Experience at senior level within NHS
Experience of managing and analysing complex data
Understanding of Patient and Public engagement
Excellent communication skills

Desirable

Teaching qualification
Project Management
Experience of leading

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.

Certificate of Sponsorship

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

Certificate of Sponsorship

Employer details

Employer name

Harrogate and District NHS Foundation Trust

Address

Harrogate District Hospital

Harrogate

HG2 7SX

Employer's website

https://www.hdft.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Harrogate and District NHS Foundation Trust

Address

Harrogate District Hospital

Harrogate

HG2 7SX

Employer's website

https://www.hdft.nhs.uk/ (Opens in a new tab)