Patient Experience Lead

1 month ago

Grimsby, United Kingdom Northern Lincolnshire & Goole NHS Foundation Trust Full time

An exciting and rare opportunity has arisen due to the retirement of our current Patient Experience Lead.

Are you committed to excellence in Patient Experience? If so, we are looking for an inspiring and creative Patient Experience Lead to provide expert professional leadership.

Do you want to support all clinical teams throughout our organisation in delivering the highest possible standard of patient care, which is safely delivered and is effective to ensure a positive patient experience?

They will have a key strategic role with our Trust patient experience partners, patients, families and carers, as key participants ensuring the patients voice from all communities is heard and they are at the centre of all our work.

Patient engagement is vital so an exceptional leader who is experienced, innovative and committed to making a real difference is required. This key post will support the Chief Nurse and Deputy Chief Nurse in development, review and implementation of the Trusts Patient Experience Strategy.

**Key Work Streams**:
- Family Friends Test (FFT) score and service improvements to enhance care and experience
- Patient Experience Dashboard
- Patient Panel
- Patient Stories
- PALS and Complaints
- Volunteers

The role will include national patient surveys and local surveys with real time patient feedback shared across our whole Trust.

You will work collaboratively across organisational boundaries with partner organisations across ICB/PLACE so will need to display excellent levels of communication, vision and enthusiasm to ensure patient experience is at the top of all agenda’s.

We’re a large organisation with three hospitals located in Scunthorpe, Grimsby and Goole. We also provide community services in North Lincolnshire. Our 6,500 members of staff care for and support a population of more than 400,000 people.

We encourage all our staff to innovate and adopt ‘best practice’ so we can deliver excellent care to our patients. We ask staff to live our values; kindness, courage and respect.

We are committed to recruiting the best people to work with us. You could be one of them.

In line with the General Data Protection Regulation (GDPR), the Recruitment & Workforce team will use and hold your personal data for the intended purpose and in line with the Recruitment & Workforce Privacy Statement.

“We are committed to safeguarding the welfare of children/vulnerable adults and expect the same commitment from all staff and volunteers”.

Please be aware that all new employees starting work with us will be charged for the cost of their DBS check, if it is required for their role.

The Patient Experience Lead will be a key support to the Deputy Chief Nurse, providing highly visible strong clinical leadership, support and guidance. The patient experience lead will support the delivery of the Trust’s overall objectives and service priorities, with a particular focus on clinical practice and patient experience. They will be accountable for delivering patient experience quality indicators and responsible for quality streams based on national good practice.

This will include national patient surveys and local surveys. The post-holder will ensure real-time patient feedback is collected and acting upon both negative and positive responses. They will also line manage the Complaints & PALs service and voluntary services as part of the Trust’s patient experience Manager function.

The post-holder will lead in patient and public involvement and the development, review and implementation of the Trust’s Patient Experience Strategy, taking the lead for specific work-streams, liaising with other key staff to ensure that patient safety, quality and experience objectives are delivered.

We are committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.

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