Patient Experience and Engagement Lead

5 months ago

King's Lynn, United Kingdom The Queen Elizabeth Hospital King's Lynn NHS Foundation Trust Full time

An exciting opportunity has arisen for an innovative, dynamic, and highly motivated professional, who is passionate about improving experiences for patients', carers, families and visitors.

We are looking for someone with excellent interpersonal skills who is compassionate, kind and empathetic and understands the importance of delivering individualised patient centred care and who has a passion and understanding of the importance of listening and learning from the experiences of our patients to join the patient experience team and engagement with patients and key stake holders in the community at the Queen Elizabeth NHS Foundation Trust.

**Main duties involve**:
To work in partnership promoting interprofessional working with all Trusts across the Integrated Care System (ICS) and the Integrated Care Board (ICB), local organisations, and voluntary sector, and wider patient community in developing and implementing the patient experience strategy with ongoing engagement.

To play a key role in the delivery of strategic Patient Experience objectives and facilitate and support operational activities in relation to patient experience, engagement, and involvement, including coproduction.

To act as interface between Trust and key external stakeholders on public involvement and engagement issues.

To support and enable patients and the public to make an active contribution in the identification of improvements to the patient’s experience.

To support and advise staff throughout the Trust to work in partnership with patients and the public.

To act as an expert resource on seeking out, understanding, and responding to the voice of patients, carers, and families.

To manage internal and external national patient surveys in keeping with the Trust Standard Operating Procedure.

The Queen Elizabeth Hospital (QEH) King’s Lynn is located near some of the most beautiful scenery in the UK, along the north Norfolk coast, and not far from Sandringham House.

We provide a comprehensive range of specialist, acute, obstetrics and community-based healthcare services to around 331,000 people across west and north Norfolk, in addition to parts of Breckland, Cambridgeshire and South Lincolnshire.

We have more than 4,000 staff and volunteers, approximately 530 beds, and a helipad for air ambulances. We work with neighbouring hospitals for the provision of tertiary services, including as part of regional partnership and network models of care, such as the trauma network.

In February 2022 the significant progress that has been made at QEH was recognised by the Care Quality Commission who rated the Trust as ‘Good’ in all of the core services they inspected. They recommended the Trust moves out of the recovery support system (formerly special measures).

To manage and support the Family and Friends Test (FFT), disseminating targeted feedback across the Trust, working with main stakeholders to ensure patient feedback is shared. Contribution to a monthly and quarterly report on the patient experience workplan is also a requirement of the post holder.

To ‘Chair’ various patient experience workstream forums such as ‘Carers and Armed Forces’.

To act as a leader and line manager and manage the relevant teams within patient experience (Corporate Nursing), creating and overseeing rota planning, monitoring and documentation of all leave for example annual leave, sickness, study, absenteeism and poor time keeping and take remedial action as necessary in accordance with Trust policy.

To deputise in the absence of the Associate Director of Patient Experience.

To assist in patient experience and engagement projects supporting patients’, staff and stakeholders.

Provide innovative, strong leadership and act as the expert in patient experience and engagement to inform, effect change and work with others to make improvements.

To support Divisional Patient Experience action plans for the National Surveys.

To develop, support and implement effective working arrangements for any User Groups, and to resolve any issues as they arise in a sensitive way using tact, diplomacy and negotiation skills.

Support the Associate Director of Patient Experience in all patient experience related reporting including the review and development of annual Trust Quality and Patient Experience Accounts.

To support in the preparation/delivery of education, development and learning.

Provide leadership in the delivery of the patient experience work plan as necessary.

Provide advice and support the delivery of divisional improvement strategies in response to feedback received; for e.g. Family and Friends Test, ‘You Said We Did’, Care Opinion stories, Healthwatch reports, quality assurance data, local surveys and more.

Support divisional teams in the development and delivery of local patient surveys, forums and feedback mechanisms to ensure the voice of patients, carers and families are sought, heard and acted upon.

Represent Patient Experience a

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