Head of Patient Experience

2 weeks ago

Poole, United Kingdom University Hospitals Dorset NHS Foundation Trust Full time

The Head of Patient Experience is a vital role within the Chief Nursing Officer Directorate here at UHD in leading the patient experience team.

You will be responsible for further developing and implementing systems and processes to ensure compliance with contractual and legislative requirements, guidance and best practice as well as UHD's own policies and procedures around patient experience (including PALS/Complaints), patient and public involvement and supporting carers as well as our Chaplaincy team.

The post holder will utilise their specialist knowledge on the services within the remit to interpret and communicate highly complex data, using excellent negotiating and influencing skills to ensure that the patient voice is heard, and improvements made based on feedback from both patients and staff.

You will be passionate about patient experience and engaging with our patients, families, carers, communities, public and clinical teams using a collaborative approach to deliver and sustain improvements in the experience of care. Knowledge of carers’ needs, and rights are also an essential part of the role.

Extensive senior management experience in a large complex organisation with demonstrable experience of directing and implementing strategic plans as well as possessing proven senior people management qualities, developed by your experience and passion for making a difference.

**Base Location**: Bournemouth and Poole Hospital - Cross site working

**Interview Date**: TBC

This role provides strategic and operational leadership for the services under the umbrella of the Patient Experience Team and will work closely with the Care Group Triumvirate to effectively influence pathways and performance through learning from patient feedback and complaints and proactively engaging with patients, carers and visitors, to inform and co-produce services that reflect the diverse needs of the community.

Develop effective partnerships with all health and social care services across Dorset, specifically, NHS Dorset and specialist networks, the Parliamentary & Health Services Ombudsman, Healthwatch Dorset and third sector and advocacy organisations.

The postholder will be responsible for the leadership and effective management of all aspects of the patient experience team; ensuring an integrated service is implemented across the organisation and its multiple sites, where the patient is placed at the centre, inclusion is central to our approach and high-quality services are delivered.

Our values define who we are as #TeamUHD. They underpin everything we do now and in the future. They define how we treat our patients, visitors, and each other, our valued teammates and colleagues.

**The post holder is responsible for**:

- The planning, development and implementation of the Patient Experience Strategy to support the Quality Strategy and the organisational strategic objectives as part of the corporate nursing team.
- To work effectively with partner organisations to ensure that multi-organisation complaints are properly managed, opportunities for joint working are established and to ensure active stakeholder engagement contributes to excellent patient care through leading or supporting service improvements across the whole patient pathway.
- Lead and provide oversight in relation to patient experience, establishing communication and maintaining partnership working with a range of internal key stakeholders including governors, care groups, clinical and non-clinical teams and provide expert advice and support.
- Leadership and managerial oversight of the Trusts patient engagement agenda, interpreting and translation services, and Voluntary Services, including strategic development and the development and effective implementation of strategy, policies, annual plans and performance measures that will enable the Trust to deliver its objectives and priorities.
- Working alongside the PALS manager the continued development of a PALS complaints model, policy, standard operating procedures and performance measures that supports the PHSO Complaints Standard Framework
- Leading the chaplaincy team to ensure provision of spiritual and pastoral care within the trust, ensuring that tpolicy and provision is consistent with UK Board of Healthcare Chaplaincy Standards and Codes of Practice, as well as current NHS Chaplaincy Guidelines.
- Lead delivery of all services, ensuring high quality services for patients, carers and visitors, achievement of key performance targets and objectives, working within budgets, promoting innovation and supporting organisational change.
- Reporting on all the specific elements of patient experience, analysing complex data, identifying trends, themes and actions to improve the patient experience and inform the organisations quality governance agenda.
- Establishing systems which support long-term trust-wide learning by creatively leading, planning and developing the patient experience service to ensure t

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