Deputy Patient Experience Manager | North Tees and Hartlepool NHS Foundation Trust
| Dyddiad hysbysebu: | 24 Gorffennaf 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £38,682 - £46,580 pro rata per annum |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 23 Awst 2025 |
| Lleoliad: | Stockton-on-Tees, TS19 8PE |
| Cwmni: | North Tees & Hartlepool NHS Foundation Trust |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | 7362972/345-NPQ7362972 |
Crynodeb
*Advert may close early if sufficient volume of applications is reached*
· support the Patient Experience Manager in delivering the Trust patient experience plan.
· to deputise for the Patient Experience Manager at various meetings and forums.
· operational lead, responsible for the management and co-ordination of the complaints process.
· responsible in ensuring key performance indicators are met.
· responsible for ensuring and supporting the effective management of the Patient Experience Team.
· provide training to NHS staff on the patient experience portfolio on mechanisms of feedback including the Trust Complaint Guidance and procedures and processes.
· develop and implement systems for data collection and analysis of patient views, also ensuring that front line services receive support and encouragement to best use this information ensuring appropriate dissemination.
· enable the patients, relatives, carers’ and difficult to reach patient groups’ voices to play an integral role in the way the Trust plans, develops and provides services and in how our people learn from patient experience.
· Support staff to access appropriate interpretation and translation services for patients.
The management responsibilities of the post are iterative and further roles may fall under the
remit of the Deputy Patient Experience Manager as the work program develops.
An exciting temporary opportunity has arisen to cover maternity leave, as the Deputy Patient
Experience Manager. The post holder will support the Patient Experience Manager in the
development and implementation of the patient experience plan.
The post holder will support the Patient Experience Manager to ensuring the Trust operate
excellent patient feedback processes. This includes managing complaints, patient surveys and
developing patient stories as methods of identifying learning from patient experience.
There is a requirement to work directly with staff to ensure the trust delivers an effective
complaints and feedback process within the Trust that meets all statutory and regulatory
requirements and that appropriate learning is available from feedback.
The post holder will be responsible for managing the Patient Experience Team, developing
patient feedback channels, analysing themes, producing reports and supporting colleagues with
data to improve services. Be responsible for the day-to-day operational patient experience
service.
South Tees Hospitals NHS Foundation Trust and North Tees and Hartlepool NHS Foundation Trust now form University Hospitals Tees and as such you may be required to work at any site across both Trusts.
At North Tees & Hartlepool NHS Foundation Trust, we want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.
We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development.
We recruit for values and “Together we are North Tees & Hartlepool”
· Complaints management, including ability to evaluate information and data from multiple sources, make judgements and provide high quality written and verbal responses in line with national standards and Trust policy.
· Producing high level reports.
· Composing letters and emails.
· Manage the Corporate complaints with the appropriately designated member of staff.
· Support the Survey Lead in ensuring the Trust has an efficient electronic system in place to capture and report on feedback, including Friends and Family Test.
This advert closes on Thursday 31 Jul 2025