Patient & Carer Experience Lead

Dyddiad hysbysebu:	01 Medi 2025
Cyflog:	£47,810 i £54,710 bob blwyddyn
Gwybodaeth ychwanegol am y cyflog:	£47810 - £54710 a year
Oriau:	Llawn Amser
Dyddiad cau:	22 Medi 2025
Lleoliad:	Lowestoft, NR32 1DE
Cwmni:	NHS Jobs
Math o swydd:	Parhaol
Cyfeirnod swydd:	B9849-101-25

Crynodeb

We Listen, We Learn, We Lead Contribute to, support and promote ECCHs strategic direction, values and culture in relation to Patient Experience and engagement. Manage the day-to-day patient experience processes within ECCH in relation to complaints, feedback, compliments, interpreting services and PALs enquiries. Identify the potential for service developments, risk and deficits through the management of complaints and feedback. Work within ECCH in the design, implementation and review pathways and guidelines to ensure patient/carer voice is represented. Develop and refine processes to monitor, evaluate and audit patient experience and engagement in order to meet nationally and locally set targets and report to Locality governance groups. Effectively communicate at all levels of the organisation and wider stakeholder, including a variety of health professionals, patients and carers. Maintain high levels of performance for service area and ensure that goals and objectives are monitored effectively to ensure quality outcomes are developed and maintained. Provide leadership and manage stakeholder relationships effectively within service area and ensure teams and individuals are supported when faced with opposition or when working under conditions or pressure. Monitor and maintain standards/provide benchmarking data within service area to allow comparison with other healthcare providers. Signpost patients, families, and carers to tailored education programmes, advice and support that may precipitate symptoms of acute exacerbation of underlying conditions or illness and include lifestyle changes that would be advantageous to health. Be responsible for participating and maintaining a learning environment and maximise opportunities for education and development to enhance development and performance in the delivery of high standards of care. Have the ability to manage difficult conversations that may be emotive, challenging and/or sensitive. Contribute to the development of policies and processes that reflect patient and carer experience and engagement. Develop and lead on strategies to engage with patient and carers ensuring their voice is heard and represented through to Board level. Promote awareness across ECCH staff of the importance and value of patient and carer codesign and coproduction. Identify and develop mechanisms for obtaining patient, and carer feedback that engages them in codesign and coproduction of clinical service delivery. Produce a variety of information formats that informs patient and carers within ECCH services how they can share experiences and engage with us. Responsible for the day-to-day line management of direct report, undertaking regular 1:1s, appraisal reviews and management of employees in accordance with ECCH policies. My Accountability, My Responsibility Take responsibility for own personal and professional development; maintain competence, knowledge and skills commensurate with role. Ensure accurate recording of data and reporting around patient experience and support the Head of Quality with completion of reports for Quality Committee, Board and other patient experience forums. Demonstrate effective and compassionate communication both verbally and in written format. Using professional autonomy and accountability, work with Health, Social Care, Voluntary and other health providers and agencies, to provide patients and carers routes to share experiences and engage with services. Be wholly accountable for practice taking every reasonable opportunity to sustain and improve knowledge and professional competence and, ensure that all aspects of professional behaviour as required within professional code are followed at all times. Maintain legible, accurate and contemporaneous records in accordance with ECCH Policy; the Nursing and Midwifery Council and Health and Care Professionals Council standards for record keeping. Lead on the investigations of complaints, reporting, evaluation, dissemination of learning identified. Be responsible for understanding, following and implementing ECCH policies and procedures, and influencing working practices to support this accordingly. Contribute to the clinical governance agenda through participation in clinical risk assessment and clinical audit. Create an environment conducive to effective working, respecting and supporting staff to deliver high quality clinical services. Ensure a high standard of record keeping is achieved in line with ECCH and professional standards. Take responsibility to ensure compliancy with Health and Safety Policy, Fire and Environmental Waste Regulations. Deputise for the Head of Quality to support Patient Experience and Engagement within ECCH. Respect Our Resources: People, Time and Money Take responsibility for the cost-effective management and safe use of expensive and highly complex equipment, provide recommendations for effective use of resources and contribute to the effective delivery of cost improvement planning. Analyse, interpret, compare and contrast themes and trends from patient experience and engagement ensuring the learning is shared organisationally. Work Together, Achieve Together Co-ordinate the investigation of complaints within ECCH and across multiple providers where applicable. Negotiate and agree with the patient carers and other healthcare professionals, individual roles and responsibilities with actions to be taken and outcomes to be achieved. To ensure learning from patient experience is shared organisationally and that patients, carers and staff are involved and engaged with as part of this learning. Work in partnership with the patients and carers to empower them to make informed choices about their healthcare and support choices about end-of-life care. To work with other members of the organisation to ensure information is shared and triangulated to support strategic objectives and organisational values and behaviours. Establish local networks in partnership with other health and social professionals/agencies and national links with patient experience/engagement in order to develop protocols according to national and local guidelines for the safe and effective provision of a community nursing services. Work collaboratively with system partner Patient Experience and Engagement teams to share experiences and ensure this is reflected in patient pathways and service delivery. Provide professional expertise and clinical leadership within service area, acting as a resource to other professionals internally and outside ECCH. Work with ECCH Colleagues, and other partner agencies and stakeholders including the acute trust to contribute to the development and delivery of services that reflect patient and carer feedback/experience. Develop and lead on the implementation of organisational patient experience forums that enable opportunities for staff, patients and carers to discuss key areas that matter to them when accessing our services and how this can support learning and change. All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders and colleagues. All members of staff should consider these as an essential part of their job role. Our Values outline the core behaviours that we can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone. Underpinning our Values are our Signature Behaviours which highlight by taking the right actions we continue to build a strong culture. Our four Signature Behaviours are: Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.