Head of Patient Experience
3 months ago
The new Head of Patient Experience will be building on recent successes and restructure to fully implement the NHSE Complaints Standards Framework and the Patient Experience Improvement Framework.
The Patient Experience Lead is an ambassador providing advance theory and practical knowledge in developing a safety culture through sound patient experience management and processes using improvement methodology to learn lessons and achieve sustainable change.
Working proactively in partnership with the executive leadership team, operational top teams, clinical leads and selected external stakeholders to ensure patient experience and Public Involvement management arrangements are in place across the Trust; demonstrating political astuteness and an ability to manage priorities with competing deadlines.
To lead the development, co-ordination and implementation of effective risk management strategies within the Patient Experience, Public Involvement and Safety Team to ensure the integrity of the Risk Register, working with colleagues to ensure an integrated approach to the safety culture.
The Patient Experience lead will be an ambassador for the Trust, be credible and knowledgeable with the confidence and interpersonal skills to work with clinical, managerial and support staff at all levels across the organisation. The post holder will have expertise in developing a safety culture through sound use patient experience feedback, knowledge of improvement methodology (learning lessons and achieving change) and have a proactive ‘can do’ approach, be highly motivated and confident in managing challenging and changing workloads.
This is a team which has grown very much in the last couple of years and with quite a few new starters since COVID, flexible ways to achieve a hybrid working have been and continue to be in place.
Please see full job description and person specification but brief overview as follows:
1. Provide leadership, expert advice and resource on patient experience improvement methodology and delivery
1. To manage the systems processes that support patient experience management ensuring compliance with external and legal requirements.
1. To manage the commissioning, management of internal and external investigations providing support and advice to facilitate their timely completion and maximise the opportunities to learn.
1. To work with the services to ensure that action plans derived from the management of the incident investigation are developed with a high level of efficacy.
1. Ensure that the Patient Experience and Public Involvement is fully integrated with all relevant Trust programmes and initiatives.
1. Champion and promote quality as a key focus within the Trust and across the health system to improve clinical productivity and effectiveness.
1. Provide senior project management, planning and change management knowledge and expertise to ensure that the wider quality improvement programme is successfully delivered in line with the programmes timescales
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