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Deputy Patient Experience Manager | Bolton NHS Foundation Trust
| Dyddiad hysbysebu: | 08 Hydref 2024 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £37,338 - £44,962 per annum |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 07 Tachwedd 2024 |
| Lleoliad: | Farnworth, Bolton, BL4 0JR |
| Cwmni: | Bolton NHS Foundation Trust |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 6670722/241-777CD-24 |
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The overall purpose of the post is to provide a supporting role in the leadership, management and implementation of a patient experience and complaints function for the Trust.
The post holder will be responsible for a proactive approach to patient experience, seeking to gather intelligence which will help ensure the services provided by the Trust are enabled by high quality patient feedback that leads to the continuous development of services focused on the patient/service user.
• Provide day to day management and leadership to the Patient Experience Team.
• Provide support to and deputise for the Patient Experience Manager.
• Plan, implement, manage and monitor the Complaints process
• Support with excellent data quality input and reporting.
• Provide professional advice and practical support to the team and divisional colleagues across the Trust.
• Support Patient Experience improvement projects across the Trust.
• Deliver complaint response and investigation training to clinical and managerial staff
• Facilitate and co-ordinate activity related to patient surveys and feedback
An excellent opportunity has arisen for an enthusiastic, highly motivated individual who is passionate about patient experience to join our Patient Experience Team as the Deputy Patient Experience Team Manager.
You will be involved in the implementation and management of complaint processes to ensure that our patients are listened to and are encouraged to feedback anything they feel about their care, especially if it has or may affect their safety or wellbeing.
You will provide a supporting role in the leadership, management and implementation of a patient experience and complaints function for the Trust and be responsible for a proactive approach to patient experience, seeking to gather intelligence which will help ensure the services provided by the Trust are enabled by high quality patient feedback that leads to the continuous development of services focused on the patient/service user
The Patient Experience Team Department sits within the Patient Safety and Experience Division which is managed by the Director of Quality Governance. You would also be working in cooperation with departments in various sites throughout the Trust in particular with the Divisional Governance Teams.
We would be particularly interested to hear from candidates with previous patient experience and complaint response experience who have a compassionate, respectful approach to the needs of patients.
·The post holder will support the Patient Experience Manager to provide day to day management and leadership to the Patient Experience team.
· The post holder will deputise for the Patient Experience Manager to manage and deliver an effective and efficient Patient Experience Service for the Trust, which meets all statutory requirements.
· Ensure analysis of information from complaint investigations and patient feedback are considered to determine the complaint response and to identify areas for improvement.
• The Post Holder will plan, administrates, manages and monitors the Complaint process, liaising with complainants and divisional colleagues.
• Support patient experience improvement projects across the Trust.
· The post holder will line manage the Patient Experience and Complaints Advisors and Patient Advisory Liaison Service Team.
· Delegate and monitor workloads of junior staff in the Patient Experience Team.
· Support with excellent and timely data quality and input.
· Responsible for supporting with the recruitment, induction, appraisal and ongoing training for members of the team.
· Provide appropriate professional advice and practical support to the team and teams across the Trust.
· Monitor performance of the team and identify areas for improvement to ensure the effective and efficient functioning of the team and implement solutions to address any identified performance issues.
· Work closely with the divisional teams, including senior managers and clinical staff to ensure that systems for managing complaints are responsive and effective and comply with the PHSO complaint standards.
· Ensure that processes in place to identify and escalate matters, which may be an immediate risk to patient safety /experience or may constitute a clinical incident, are followed in a timely manner.
· Maintain comprehensive systems for monitoring performance in relation to the quality and timeliness of responses. Escalating performance related matters to ensure high quality, timely complaint responses with agreed timescales.
·Provide support to the Patient Experience Manager with any complex or multifaceted complaints and / or complainants.
·The post holder will deliver complaint response and investigation education and trainingsessions to facilitate high quality responses to large groups of clinical and managerial staff across the trust.
· To support the Patient Experience Manager with Trust response to queries from the Parliamentary and Health Service Ombudsman.
· Promote a culture of learning by ensuring there a robust processes in place to learn from each complaint highlighting Trust wide learning points with colleagues in other divisions where appropriate.
·Ability to communicate under pressure in an empathic manner with people who may be in a highly emotional state or recently bereaved. These difficult conversations may be planned or unplanned.
· To support with the preparation of regular Trust and divisional/specialty level reports for presentation at various meetings across the Trust. Ensuring reports are professionally written and accurate.
· To support with the facilitation and coordination of activity relating to patient feedback and surveys (Friends and Family Test, National patient surveys).
·Maintain a close working relationship with divisional governance teams.
· Deputise for the Patient Experience Manager to attend the Trust Quality and Patient Experience Group. Present reports ensuring detailed knowledge of the data within the report.
This advert closes on Sunday 20 Oct 2024
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