Patient Experience Manager | Bedfordshire Hospitals NHS Foundation Trust
| Dyddiad hysbysebu: | 22 Awst 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £53,755 - £60,504 per annum |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 21 Medi 2025 |
| Lleoliad: | Bedford, MK42 9DJ |
| Cwmni: | Bedfordshire Hospitals NHS Foundation Trust |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 7428078/418-CORP9387-EH-A |
Crynodeb
The Patient Experience Managerwill provide expert professional leadership, supporting the Lead for Patient Experience & Engagement in the implementation and evaluation of the Trust’s Patient Experience Strategy.
They will provide overall day-to-day management of highly visible and readilyaccessible to the Complaints and PALS teams, ensuring that all statutory responsibilities are met and that there is a comprehensive framework in place for effective complaints, concerns and compliment management.
The post holder will support the Trust in identifying learning from PALS and complaints feedback in order to continually improve the quality of its services and triangulate and respond to the themes and learning from complaints, PALS, patientsafety and risk.
We are looking for an exceptional leader who is experienced, innovative and committed to making a real difference to patient experience and
engagement. This is a key post, supporting the Patient Experience & Engagement Lead, Heads of Nursing, Midwifery & Allied Health Professionals and Clinical Service Line Teams. This post sits within the Bedfordshire Hospitals Corporate Nursing Team.
ReporttoLead for Patient Experience and Engagementupdatingonpatientandcarerexperienceobjectives quarterly;updatingoncurrentperformance forannual reportstoTrustBoardandotherreportsasrequired.
Support the development and management of a Patient Experience Council (PEC); attend other committees/groups as required.
Deliverpatientandcarerstories for sharing at Trust Board and other relevant forums to enable the organisation to understand patients experience.
Developmentandleadershipofspecificprojects/taskgroupstoensurethedeliveryofpositive patientandcarerexperienceandtobeaproactivememberofworkstreamsandrelated activitiestoembedvalues.
Todevelopinitiatives thataddresstheneedsofthosewhoareseldomheard, workingcloselywithkeycolleaguesandstakeholders.
Actively develop patient experience networks to improve patient experience throughout the patient/family/carer journey, learning from best practice and proactively share Trust success locally, regionally and nationally
Produce a patient experience communication plan as part of the strategy encompassing all levels of the organisation and including patients and their families, to ensure timely patient experience feedback is received, acted upon and shared, and performance against relevant external; bodies key performance indicators (e.g. CQC), are visible.
Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology.
Our Values
We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.
Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job.
Line management responsibility for the Complaints, PALS and Patient
Experience teams to ensure that the team are able to work to their maximum potential and feel valued.
To ensure the Trust has an accessible and visible process for Complaints/PALS/ Patient Experience which is efficient and effective in providing advice, support, information and signposting services to patients, service users, carers, members of the public and Trust staff.
Ensure that all complainants receive a comprehensive, high quality and timely response that delivers the best outcome for the complainant and for the service involved based on the principles of listening, responding and learning.
Lead the development of the Trust’s approach to patient, carer and public surveys and feedback including Friends and Family Test, the National Patient Survey programme, near/real time feedback etc.
Provide education and training for all staff on corporate induction and across all disciplines regarding patient experience, being open and involving/engaging patients (including Accessible Information Standard).
To develop training programmes and interventions aimed at improving patient experience, keeping the offering under review, to ensure synergies with other trust training and service improvement programmes are maximised.
Ensure the views of patients and carers are taken into account in decisions about service provision, service change, processes and policies.
Working in partnership with the communications team, ensure that the Trust website provides appropriate patient information in an accessible format.
To work in collaboration with quality governance team to develop and improve InPhase (incident reporting platform),used to collect and report PALS and Complaints interactions in order to make the system more responsive and user friendly for all users (reporting, investigating, analysing and review of themes and trends).
This advert closes on Friday 5 Sep 2025