Senior Manager
2 weeks ago
Our successful candidate will drive learning, change and innovation in response to complaints. This role will be accountable to the Head of Quality Assurance, Compliance and Patient Experience, and will work closely with them to support the Trust in understanding and improving the experience of people who use our services, their carers and families.
Bradford District Care NHS Foundation Trust's (BDCFT's) Patient Advice and Complaints team and Patient and Carer Experience and Involvement team are both elements of the Trust's overall patient safety, compliance and risk team.
Their joint purpose is threefold to manage and lead the response to complaints, ensuring that learning is identified and shared as part of the wider patient safety strategy to put in place systems and processes that effectively enable staff to understand the experience of people who come into contact with our services, either as users of services, carers of those who use services or potential users of services, and to develop and support the involvement of service users across the breadth of Trust activity, ensuring they are equal partners in the design and delivery of care
We Care - We act with respect and empathy, and always value difference
We Deliver - We develop and provide excellent services and support our partners
We will consider a variety of flexible working arrangements to enable staff to balance their work and home lives and support staff by offering a fantastic range of benefits including :
A wide range of health and wellbeing support packages
A range of internal and external development and learning opportunities
We are also proud to pledge our support to the Armed Forces and hold a Bronze Award in the Defence Employer Recognition Scheme.
All staff are actively encouraged and supported to participate in training and to identify and implement sustainable quality improvement across all service areas and activities.
The post holder will have responsibility for two teams the Patient Advice and Complaints Team and the Patient and Carer Experience and Involvement Team, and will need to be able to demonstrate good level of knowledge relating to both areas, as well as having demonstrable people management experience and skills. As part of a wider leadership team, the post holder will work closely with the Senior Patient Safety Manager, the Senior Risk and Clinical Audit Manager and colleagues from across the Directorate of Patient Safety, Quality and Experience to support the Trust in delivering its ambition to be a learning organisation with a focus on continuous quality improvement.
Qualifications and Training
Educated to Master's Degree level in a relevant subject, or hold an equivalent level professional qualification or equivalent experience
Relevant leadership or management qualification
Significant knowledge of the national patient safety strategy and how this relates to the management of complaints
Significant experience and knowledge of complaints management processes within the NHS, including regulatory and PHSO standards
Experience of working in a role relating to complaints management with an understanding of the concepts which underpin approaches to improving patient safety in health systems such as human factors, systems thinking, investigation, quality improvement, change management, and just culture
Significant knowledge of a broad range of clinical practices, systems and processes enabling the provision of expert advice to support complaint processes
Knowledge of NHS England patient experience, involvement and carer strategy, policies and developments in these areas in the NHS and other relevant organisations
Knowledge and experience of developing and maintaining effective processes for service user involvement including the use of patient experience to drive improvement in the quality and safety of services and support transformation, co-production and experience-based design
Demonstrable line management experience
Coaching and mentoring skills with demonstrable ability to support staff working with complex individuals and situations that may be emotionally impactful and require sensitive management in order to ensure that staff, service users and the general public remain safe
Able to demonstrate a clinically informed, objective approach to supporting the Patient Advice and Complaints team to manage and generate learning that provides resolution and protects all involved in the process
Demonstrated ability to develop and maintain effective working relationships across the Trust and externally, working positively with staff and the public, and an ability to work with different cultures, expectations and priorities
Experience of using clinical data systems such as SystmOne, Ulysses Safeguard or similar
Experience of using Quality Improvement methodologies
Bradford District Care NHS Foundation Trust
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