Job summary
Are you committed to involving patients, families and carers in the design and delivery of NHS services?
An opportunity has arisen to join Sheffield Children's Hospital as the Patient Experience Lead.
You will be responsible for leading the Trust approach to engaging patients, families, and carers consistent with the Trust Quality Promise. Using their lived experience, you will lead on transformation work which captures and enhances future experiences.
You will work with a range of colleagues including Patient Advice and Liaison Service (PALS), complaints, play services and the youth forum to ensure the voice of patients and their families is widely listened to and acted upon using a partnership approach.
Bringing together data from a range of sources such as friends and family test, local feedback and service evaluations, you will have an inclusive approach making connections with a range of people ensuring the health inequalities work being undertaken is a key focus.
Main duties of the job
The post holder will be the lead specialist responsible and accountable for the successful delivery of a range of services designed to capture and enhance patient experience and engagement.
This includes responsibility for the Play Services, Youth Forum, Patient Advice and Liaison Service, all sources of patient and family feedback, volunteer services, interpreting services and patient and family engagement activities.
About us
Sheffield Children's is one of three independent, specialist paediatric hospitals in the country, providing dedicated healthcare for children and young people across community, mental health and acute specialist settings.
We have three overarching aims that set the direction for the Trust in our vision "to create a healthier future for children and young people."
- Outstanding patient care
- Brilliant place to work
- Leader in children's health
Our commitment to rewarding colleagues is demonstrated through our brilliant reward and benefits offer including; generous annual leave entitlement and pension scheme and access to salary sacrifice schemes such as cycle to work and lease cars.
We are committed to supporting colleagues from different heritages and lifestyles while at work. This is supported through the offer we have in place for flexible working and the three equality network groups we have in place. Colleagues are encouraged to join these groups and request flexible working.
Job description
Job responsibilities
To manage patient experience services which include Patient Advice and Liaison Support (PALS), Play Services, Youth Forum, and the Volunteer Services and work with colleagues to ensure interpreting services meet the needs of service users.Contribute to the wider governance agenda taking a lead for identified patient experience improvement initiatives where agreed to support the achievement of the Trusts Quality promise.Lead on patient engagement activities to ensure that children, young people and families are listened to through various formats: youth forum, patient stories, patient participation on interview panels, inspections, and other patient participation requests as required.Act as an independent facilitator to ensure patient experience is of the highest quality. Act as a catalyst for change, feeding back patients views, recommending actions to solve problems and working with colleagues to ensure that action is taken.Work closely with the complaints service ensuring patient feedback is integral to all investigations and responses.
Please refer to the full job description for further details
Inclusive Recruitment & Selection
We are committed to being an inclusive employer and accurate data capture is an important part of that to ensure we are supportive and representative. Our aim is to ensure that all applicants can see themselves in the available categories on our application form, but we recognise that some of our data capture fields are not inclusive. We have flagged this with our system provider to ask for change.
We offer encouragement and active support to applicants with additional needs, including those from ethnic minorities, with disabilities and members of the LGBTQ+ community. If you wish to adjust any aspect of the recruitment process or wish to find out more about our recruitment & selection processes, please get in touch with our Recruitment Manager: Catherine.Gilbert7@nhs.net
We are continually reviewing our recruitment & selection process to support the long-term aim of Sheffield Childrens being a champion of Equality, Diversity, and Inclusion. If you have any ideas for improvement, please get in touch with Catherine Gilbert at Catherine.Gilbert7@nhs.net
Trust Values
The Trust is committed to providing great quality patient care and keep children, young people and families at the heart of what we do by following our CARE values:
- Compassion leading by kindness and showing empathy, understanding and respect
- Accountability striving to do the right thing and owning responsibility
- Respect value differences, tackling inequality and fostering a culture of inclusion
- Excellence delivering a high-quality standard of care
Job description
Job responsibilities
To manage patient experience services which include Patient Advice and Liaison Support (PALS), Play Services, Youth Forum, and the Volunteer Services and work with colleagues to ensure interpreting services meet the needs of service users.Contribute to the wider governance agenda taking a lead for identified patient experience improvement initiatives where agreed to support the achievement of the Trusts Quality promise.Lead on patient engagement activities to ensure that children, young people and families are listened to through various formats: youth forum, patient stories, patient participation on interview panels, inspections, and other patient participation requests as required.Act as an independent facilitator to ensure patient experience is of the highest quality. Act as a catalyst for change, feeding back patients views, recommending actions to solve problems and working with colleagues to ensure that action is taken.Work closely with the complaints service ensuring patient feedback is integral to all investigations and responses.
Please refer to the full job description for further details
Inclusive Recruitment & Selection
We are committed to being an inclusive employer and accurate data capture is an important part of that to ensure we are supportive and representative. Our aim is to ensure that all applicants can see themselves in the available categories on our application form, but we recognise that some of our data capture fields are not inclusive. We have flagged this with our system provider to ask for change.
We offer encouragement and active support to applicants with additional needs, including those from ethnic minorities, with disabilities and members of the LGBTQ+ community. If you wish to adjust any aspect of the recruitment process or wish to find out more about our recruitment & selection processes, please get in touch with our Recruitment Manager: Catherine.Gilbert7@nhs.net
We are continually reviewing our recruitment & selection process to support the long-term aim of Sheffield Childrens being a champion of Equality, Diversity, and Inclusion. If you have any ideas for improvement, please get in touch with Catherine Gilbert at Catherine.Gilbert7@nhs.net
Trust Values
The Trust is committed to providing great quality patient care and keep children, young people and families at the heart of what we do by following our CARE values:
- Compassion leading by kindness and showing empathy, understanding and respect
- Accountability striving to do the right thing and owning responsibility
- Respect value differences, tackling inequality and fostering a culture of inclusion
- Excellence delivering a high-quality standard of care
Person Specification
Qualifications and Training
Essential
- o Evidence of relevant on-going postgraduate development and further training o Evidence of a Management qualification or equivalent o Master's level of education or equivalent level of experience
Experience
Essential
- o Experience in a senior administrative or junior management role within an NHS or similar environment o Experience of patient/public experience/engagement/co-design. o Evidence of liaison and partnership working with a wide range of stakeholders including service user/carers, members of the public and a wide range of stakeholders o Experience in managing staff and providing direct line management including supervision, appraisals, training and development skills within a team structure. o Experience of collecting/ analysing / reporting complex data in a variety of reports and media including oral presentations o Knowledge of the CQC and other external assessments, processes with an NHS / similar organisation. o Proficient in the use of Microsoft Office application o Excellent written, communication and verbal skills. o Excellent organisational skills, including high level of accuracy and ability to work to tight deadlines o Able to interact, influence and negotiate with all levels of staff and the public and communicate with confidence at senior manager, director/executive level. o Excellent interpersonal skills in order to present and interpret complex data to a wide range of staff groups.
Personal Attributes
Essential
- Ability to/experience of using own initiative and working unsupervised o Ability to influence and persuade senior members of staff, including clinicians, to review and alter practices, where necessary. o Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management. o Innovator with a positive "can do" attitude and a positive attitude to change. o Must be able and willing to work flexibly to meet service needs. o Have strong attention to detail. o Self-motivated and able to work collaboratively. o Enthusiastic and committed. o Assertive, competent and confident.
Demonstrates Trust Values
Essential
- Compassion Accountability Respect Excellence
Person Specification
Qualifications and Training
Essential
- o Evidence of relevant on-going postgraduate development and further training o Evidence of a Management qualification or equivalent o Master's level of education or equivalent level of experience
Experience
Essential
- o Experience in a senior administrative or junior management role within an NHS or similar environment o Experience of patient/public experience/engagement/co-design. o Evidence of liaison and partnership working with a wide range of stakeholders including service user/carers, members of the public and a wide range of stakeholders o Experience in managing staff and providing direct line management including supervision, appraisals, training and development skills within a team structure. o Experience of collecting/ analysing / reporting complex data in a variety of reports and media including oral presentations o Knowledge of the CQC and other external assessments, processes with an NHS / similar organisation. o Proficient in the use of Microsoft Office application o Excellent written, communication and verbal skills. o Excellent organisational skills, including high level of accuracy and ability to work to tight deadlines o Able to interact, influence and negotiate with all levels of staff and the public and communicate with confidence at senior manager, director/executive level. o Excellent interpersonal skills in order to present and interpret complex data to a wide range of staff groups.
Personal Attributes
Essential
- Ability to/experience of using own initiative and working unsupervised o Ability to influence and persuade senior members of staff, including clinicians, to review and alter practices, where necessary. o Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management. o Innovator with a positive "can do" attitude and a positive attitude to change. o Must be able and willing to work flexibly to meet service needs. o Have strong attention to detail. o Self-motivated and able to work collaboratively. o Enthusiastic and committed. o Assertive, competent and confident.
Demonstrates Trust Values
Essential
- Compassion Accountability Respect Excellence
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).
