Patient and Carer Experience Improvement Manager, Band 6

4 weeks ago

Gloucester Gloucestershire, United Kingdom Gloucestershire Hospitals NHS Foundation Trust Full time

We are delighted that you are interested in a position here at Gloucestershire Hospitals NHS Foundation Trust, a large district general hospital located in the South West. Our Vision is to provide the best care for everyone in our community.


You will be required to work with our colleagues and local stakeholders to ensure our services meet the needs of our diverse population.


As an organisation we are committed to providing Personalised care for our patients and carers in line with the NHS Long Term Plan. The post holder will be responsible for supporting patient and carer experience improvement and will work with colleagues to ensure that staff are aware of their responsibilities under policy.
Patient Experience Improvement functions to support divisions in listening and responding to patient and carer feedback using quality improvement methodologies


- The implementation of patient experience functions to meet regulatory requirements in line with CQC and NHS England frameworks


- The delivery of patient experience quality improvement training through the Gloucestershire Safety and Quality Improvement Academy (GSQIA)


The post holder will provide specialist advice and guidance in the implementation of patient experience as part of our regulatory responsibilities. The post holder will be instrumental in coaching and supporting colleagues in the improvement of patient experience to support personalised care and shared decision making.
Gloucestershire Hospitals NHS Foundation Trust is the largest employer in the county and with over 8,000 staff, we are one of the largest NHS trusts in the UK. We offer a generous annual leave allowance, excellent bank rates, access to the excellent NHS Pension Scheme, discounts for local shops, restaurants and services, access to our health and well-being hub, access to our two on-site nurseries, flexible working options, discounted public transport, reward and recognition schemes, exercise and activity classes and membership to our popular hospital choir.
We have a responsibility to ensure that patient and carer experience and improvement is integral to the Trusts core business and all service development. Responsibilities include involvement in project work with clinical staff on a coaching basis, providing advice and support to stimulate cultural change within the organisation.


Initiate patient and carer experience improvement projects which improve the experiences of those using our services.


- Provide specialist advice in regards to patient and carer experience qualitative and quantitative insight and quality improvement methodologies.


-Actively consult and involve patients and carers in Trust wide service development and quality improvement projects which impact on the experiences of those using our services.To lead on quality improvement projects concerning patients and carers experiences and share expertise by facilitating on patient and carer experience related quality improvement projects led by others.


- To build positive relationships with colleagues and local organisations supporting those within protected characteristic groups, by actively listening to feedback about lived experience and consequently taking action to instigate change in the Trust where appropriate.


- To support and Trust compliance with legislation and national guidance pertinent to Patient and Carer experience including CQC framework, NHS England patient experience framework, Patient Safety Incident Response Framework and supporting improvement activity linked to delivery of Accessible Information Standard, and Equality Delivery System.


- To use professional judgement and knowledge to advise on all compliance issues relating to patient and carer experience, concerning operational management and service provision, providing specialist advice and guidance in order for the Trust to achieve objectives in an effective way.


- As the Trust quality improvement specialist for patient and carer experience, promote the importance of compliance with current legislation and the value of developing inclusive environments and services, developing policies and procedures when new or updated legislation is introduced.


- To use professional knowledge and judgement to advise the Trust of potential risks (risk register) or onerous liabilities and provide reasonable solutions.


- To be the Carers Lead between sections and departments to ensure compliance matters are adequately considered and risks mitigated.


- To support the delivery of Personalised Care in line with national requirements.
Evidence of recent (appropriate recent years), relevant continuing personal and professional development
Recognised management or leadership training and/ or equivalent experience at NHS pay

PRINCE 2 or equivalent recognised project management qualification
Accredited certificate or diploma in quality improvement or relevant equivalent experience

Experience of working within a quality improvement framework
Experience of developing and managing relationships with stakeholders within the organisation, community and wider system
Experience of analysing and presenting information, reports and new opportunities to senior managers and/or clinicians, both verbally and written.
Excellent knowledge and understanding of the key principles of Patient and Carer Experience, Involvement and Quality Improvement including national guidance and local context.
Gloucestershire Hospitals NHS Foundation Trust

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