Betsi Cadwaladr University Health Board

Patient & Carer Experience Manager

Information:

This job is now closed

Job summary

The Patient and Carer Experience Manager will manage the Patient Advice and Liaison Service (PALS) within the Patient and Carer Experience Team. The post holder will provide day-to-day team management of staff, organising workloads and ensuring the required standards and outcomes achieved. In addition, they will also work with services across the BCUHB on projects to improve patient and carer experience across North Wales.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Main duties of the job

The post holder will:

  • Manage the Patient Advice Liaison Service (PALS)
  • Ensure the role of the unpaid carer is recognised when accessing the Patient Advice and Liaison Service
  • To lead the Patient Advice and Liaison Service in capturing patient and carer feedback through various methods
  • Proactively manage key risks associated with PALS activity ensuring appropriate mitigation actions or escalation is undertaken
  • To lead on projects across the Health Board with Integrated Health Communities and pan North Wales Services to help improve patient and carer experience
  • Ensure PALS is known across Integrated Health Communities and external organisations pan-North Wales

About us

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB)North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Details

Date posted

28 June 2024

Pay scheme

Agenda for change

Band

Band 6

Salary

£35,922 to £43,257 a year Per annum

Contract

Permanent

Working pattern

Full-time

Reference number

050-AC444-0624

Job locations

Ysbyty Gwynedd/Ysbyty Glan Clwyd/Wrexham Maelor Hospital

Carlton Court, St Asaph Business Park, St Asaph

Ysbyty Gwynedd/Ysbyty Glan Clwyd/Wrexham Maelor Hospital

LL17 0JE


Job description

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

Job description

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

Person Specification

PS

Essential

  • Educated to Post Graduate diploma level / equivalent level of work experience and knowledge
  • Experience of working and engaging with staff at all levels in a high volume transactional environment
  • Experience in dealing with patients and the public
  • Understand the NHS
  • Experience of using and managing information to determine priorities and demonstrate service levels
  • Ability to lead and direct projects
  • Excellent communication skills written and verbal

Desirable

  • Facilitation, negotiation and influencing skills
  • Ability to speak Welsh is desirable

Communication

Essential

  • Excellent communication skills

Desirable

  • Project management skills
Person Specification

PS

Essential

  • Educated to Post Graduate diploma level / equivalent level of work experience and knowledge
  • Experience of working and engaging with staff at all levels in a high volume transactional environment
  • Experience in dealing with patients and the public
  • Understand the NHS
  • Experience of using and managing information to determine priorities and demonstrate service levels
  • Ability to lead and direct projects
  • Excellent communication skills written and verbal

Desirable

  • Facilitation, negotiation and influencing skills
  • Ability to speak Welsh is desirable

Communication

Essential

  • Excellent communication skills

Desirable

  • Project management skills

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

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).

Employer details

Employer name

Betsi Cadwaladr University Health Board

Address

Ysbyty Gwynedd/Ysbyty Glan Clwyd/Wrexham Maelor Hospital

Carlton Court, St Asaph Business Park, St Asaph

Ysbyty Gwynedd/Ysbyty Glan Clwyd/Wrexham Maelor Hospital

LL17 0JE


Employer's website

https://bcuhb.nhs.wales/train-work-live/ (Opens in a new tab)

Employer details

Employer name

Betsi Cadwaladr University Health Board

Address

Ysbyty Gwynedd/Ysbyty Glan Clwyd/Wrexham Maelor Hospital

Carlton Court, St Asaph Business Park, St Asaph

Ysbyty Gwynedd/Ysbyty Glan Clwyd/Wrexham Maelor Hospital

LL17 0JE


Employer's website

https://bcuhb.nhs.wales/train-work-live/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Senior Patient and Carer Experience Manager

Katie Hender

katie.hender@wales.nhs.uk

03000840140

Details

Date posted

28 June 2024

Pay scheme

Agenda for change

Band

Band 6

Salary

£35,922 to £43,257 a year Per annum

Contract

Permanent

Working pattern

Full-time

Reference number

050-AC444-0624

Job locations

Ysbyty Gwynedd/Ysbyty Glan Clwyd/Wrexham Maelor Hospital

Carlton Court, St Asaph Business Park, St Asaph

Ysbyty Gwynedd/Ysbyty Glan Clwyd/Wrexham Maelor Hospital

LL17 0JE


Supporting documents

Privacy notice

Betsi Cadwaladr University Health Board's privacy notice (opens in a new tab)