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Head of Patient Experience
| Dyddiad hysbysebu: | 25 Mehefin 2024 |
|---|---|
| Cyflog: | £58,972.00 i £68,525.00 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | £58972.00 - £68525.00 a year |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 09 Gorffennaf 2024 |
| Lleoliad: | Ilford, IG2 7LE |
| Cwmni: | NHS Jobs |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | C9395-24-1411 |
Crynodeb
Key Responsibilities: Providing clear direction and day to day management of the Patient Involvement Team, Voluntary Services & Work Experience Team, Patient Advice and Liaison Service (PALS) & Complaints Team and Expert Patient Programme. Leading on the development of Peer Support Work (PSW) across the trust services. Developing, implementing and reviewing a Trust wide PSW Policy Developing, implementing and reviewing a Trust wide Work Experience Policy Implementing and evaluating the Patient Experience Strategy, Comments, Concerns and Complaints Policy and Volunteering Policy Co-ordinating patient experience activities across the Trust to ensure consistency and high quality feedback to inform operational strategy Leading on the implementation of NHSE/I reporting requirements for Safer Staffing and Friends and Family test, identifying areas of risk and ensuring appropriate action has been taken. To deputise for the Associate Director of Nursing Patient Experience as required. Communication To assist the Associate Director of Nursing Patient Experience in developing key professional links within the Trust and with external agencies, including training and user/ carer organisations and in defining and leading quality and safety governance arrangements as required by regulators of care This job requires the post holder to communicate effectively with all those involved and affected by complaints. This will include regularly having difficult emotional conversations about when things may have gone wrong and where harms may have occurred. The post holder is responsible for the design and delivery of PALS and complaint handling that actively involves and includes patients, service users, families, carers, patient advocacy groups, non-executive directors, governors and key stakeholders and trust staff to further develop a culture of safety, openness and transparency The post holder will be required to actively listen to and understand the experiences of patients and service users, carers and staff that have been affected by serious incidents and complaints which will require a high level of professional skill. To apply effective negotiation and mediation skills to highly emotive situations that may result in litigation. The post holder will be required to ensure root causes analysis skills are applied to complaints investigations. Develop creative ways of sharing/disseminating best practice in relation to patient experience activities (both internally and externally) Write articles for local Trust publications Provide regular reports to locality and Trust wide governance committees and the Trust Board on specific issues regarding patient experience initiatives, including nationally mandated Safer Staffing and Friends and Family Test reporting. To develop and maintain effective communication with all professional colleagues organisation wide Ensuring that being open, honest and transparent with people who use our services is integral to the implementation of complaint responses. To disseminate to the trust and key stakeholders, including services user groups, information and knowledge through the collection, analysis of extensive patient feedback and complaints data and information. Provide presentations to large groups in relation to patient experience outcomes. Quality and Patient Experience To oversee the coordination, implementation and evaluation of the Patient Experience Strategy and Compliments, Concerns and Complaints Policy and other local and national patient experience initiatives Take a lead role in a range of initiatives aimed at improving the service user experience To facilitate, plan, co-ordinate, implement and evaluate agreed service improvement priorities and work streams aimed at improving the service user and carer experience To support the Associate Director of Nursing Patient Experience in developing mechanisms for obtaining real time patient feedback, including NHS England reporting requirements Support the Associate Director of Nursing Patient Experience in developing and implementing strategies that ensure clinical apprenticeships, peer support work, work experience and voluntary placements provide high quality experiences To provide expert advice to the trust and external stakeholders about complaints and learning. Provide expert clinical input into PALS and Complaints where appropriate. Provide advice to all staff members relating to improving patient experience and outcomes Work collaboratively with service user and carer groups and with partner agencies to promote user and carer involvement Provide expert advice and support on the various methodologies used to obtain patient/service user and carer feedback Develop models of audit and quality assurance for involvement activities to ensure the views patients/ service users, carers and other are taken into account Input into the design and implementation of satisfaction surveys and analyse, disseminate and follow up on the findings Lead on / be involved in projects, adjusting project plans accordingly. Governance To ensure compliance with quality and safety standards and contracts, performance and national and local reporting requirements. To ensure that roles and accountabilities are clearly defined and that there are well understood processes for escalating and resolving risk issues and managing quality performance Develop, implement and review polices as required to support complaints handling, patient experience and volunteering services Ensure all governance processes are in place for complaints department, voluntary services, involvement and work experience including processes regarding recruitment, health checks and DBS, take up references; offer induction and training required for various departments. Also, to include Health & Safety, Risk Assessment guidelines. To input into action plans to address deficits highlighted in patient experience surveys, complaints investigation reports and safer staffing data Leadership and Management Provide full line management for the patient involvement, PALS & complaints, voluntary and work experience services and expert patient programme team. This will include carrying out supervision, Performance Appraisal/ Personal Development Reviews Deputise for the Associate Director of Nursing Patient Experience as required Monitor budgets for service, signatory for small payments including travel claims. Support the Associate Director of Nursing Patient Experience in the annual planning and review process and ensure that workforce planning and training and development needs are incorporated into all service planning Personal Development Be aware of the requirements for the post and develop and maintain a portfolio of evidence for review meetings Be aware of the requirements for own professional registration and revalidation and adhere to these Attend training and courses to maintain knowledge, skills and competencies Take an active part in clinical supervision and Performance/Appraisal/Personal Development Review process. Please see the attached job description and person specification for more information about this role and working at North East London NHS Foundation Trust. We encourage you to refer closely to this when completing your application. We welcome your application even if you do not meet all the criteria listed in the person specification. Any development needs to help you succeed in the role, can be discussed at the interview stage.