Head of Patient Experience

2 weeks ago


Blackpool, United Kingdom Blackpool Teaching Hospitals NHS Foundation Trust Full time

This is an exceptional opportunity for a dedicated professional with proven record in customer care and service to lead on our Patient Experience delivery plan.

The post holder will be somebody who is a great communicator and innovator who strives for a positive patient experience by helping the organisation to better understand patients and carers needs through service improvement, information provision, influencing and research.
This is a key critical role, working collaboratively across all clinical areas of the trust with internal and group-level stakeholders whilst providing leadership and direction to your team
to deliver on the needs of the organisation for patient experience and engagement.
Duties include
Oversight and use of patient and carer feedback to influence the development of services
Support the Director of Nursing and Quality during inspections and targeted reviews. Work with identified clinical leads to provide timely information and develop actions plans
Oversee the Trust’s complaints process Participation in the trust’s accreditation programme
Support the privacy and dignity for patients, through audit, consulting with
stakeholders and commissioners. Provide direction to staff on suitable standards required at all times
Compile and write briefs and board reports
Participate in influential working groups and stakeholder meetings championing the patient and carer experience and involvement agenda
Overseeing the Trusts hospital chaplaincy team

**Central duties will include**:
Overseeing the Trust’s complaints process, acknowledging all formal complaints the Trust receives, identifying trends and embedding learning across the Trust, introducing new systems to encourage all Trust staff to manage complaints effectively.

Providing support to the Deputy Director of Nursing and Quality during inspections and targeted reviews relevant to the trust, working with identified clinical leads to provide timely information and develop actions plans, where improvements are required.

Participation in the trust’s accreditation programme other quality visits.

Maintaining privacy and dignity for patients across all Trust sites, by undertaking audits and consulting with service managers, matrons and commissioners about possible breaches, providing direction to staff on suitable standards required at all times.

Overseeing all patient and carer feedback mechanisms relating to the development or measurement of services.

Compiling and writing briefings and reports as required about patient experience project outcomes.

Having a presence on a number of influential working groups and stakeholder meetings championing the patient and carer experience and involvement agenda.

Overseeing the Trusts hospital chaplaincy team.

We're looking for someone who will enjoy working closely with medical, operational and corporate colleagues to inspire improvements that make a real difference to our patients and their families.

You will lead a team who are as passionate about patient and service user engagement as you are.

"C: \Users\heatha1\OneDrive - NHS\Documents\Archive\Interview stuff\Patient Experience\2023\JOB DESCRIPTION - Head of Patient Experience and Engagement.docx"

For further information please contact Andrew Heath Associate Director of Nursing


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