Patient Experience Lead

6 months ago

Hove, United Kingdom Spire Healthcare Ltd Full time

**Patient Experience Lead | Spire The Montefiore Hospital | Hove | Permanent | Full time |**

Spire The Montefiore Hospital is recruiting for an enthusiastic and committed Patient Experience Lead to join us on a full time basis.

**Job purpose**

To lead and drive improvements to the patient experience utilising all information available within Spire. Monitor any changes made and ensure initiatives are trialled, reviewed and embedded. The post holder must demonstrate excellent communication and interpersonal skills with ability to influence change. Must also be able to interrogate data and turn into meaningful actions to deliver positive change. Responsible for ensuring that there is a focus on the delivery of person centre approach to the resolution of complaints, concerns and enquiries from patients and carers, promoting patient involvement and using all patient and carer/ family feedback to improve practice, processes and experience. The post holder needs to be proactive in dealing with issues without instruction as appropriate, be a self-starter and be able to chair and inspire the patient experience committee.

**Duties and responsibilities**
- To lead the complaints process when being interviewed by the CQC or internal clinical reviews, providing assurance that the complaints are well managed and meet national guidance and Spire policy
- Be familiar with CQC regulations, to work with the governance team to maintain good outcomes for CQC inspections and develop plans to be Outstanding
- Ensure that the views of patients and customers are used to guide and inform the provision of services through patient forums, engagement with patient representative groups, dissemination of feedback form questionnaires, complaints etc.
- Ensure that results from patient satisfaction surveys are discussed at the Clinical Governance Committee to ensure triangulation with clinical effectiveness information
- To ensure lessons and trends from patient complaints are reviewed, discussed, analysed and acted upon
- Positive patient feedback to be visible throughout the hospital and social media and comments to be shared with staff and consultants when mentioned
- Act upon opportunities to enhance and improve patient pathways throughout the whole hospital. Use tools such as process mapping software to support learning and staff inductions
- Collaborative working with HoD to ensure actions agreed through complaints, patient satisfaction survey, and any relevant committees are delivered within required timescales
- Complete daily safety huddle reviewing and discussing relevant matters
- Chair Patient Experience Committee and monitor actions for delivery to drive improvement in response to patient feedback
- To provide data and narrative reports, trend analysis and case studies for committee papers, newsletters and other required material
- Attend and contribute to Clinical Audit & Effectiveness Committee and Clinical Governance Committee
- Triangulate incidents, complaints, and risk, and work collaboratively with the Governance Manager to monitor outcomes and examine opportunities to make improvements
- Point of contact for group surveys and the Insights team
- Local survey controller with oversight of all local surveys and results, ensuring that patients are not over surveyed
- Working with the Clinical Governance Lead - Tracker management of all SIRIs and actions
- Contribute to the quarterly governance report coordinated with Head of Governance, Quality and Risk and IP Lead
- Oversight of all PROMS
**Who we are looking for**
- Ability to work proactively and independently
- Exceptional team player
- Competence in Microsoft Office packages
- Experience of dealing with patients and other stakeholders
- Excellent communication and interpersonal skills with the confidence and ability to build relationships with diverse audiences
- At all times maintain complete trust, loyalty, confidentiality and discretion
- Able to work to tight timescales
- Keen interest in the development and service improvement of the hospital
- Desirable experience with Datix
**Benefits**

We offer employed colleagues a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

- 35 days annual leave inclusive of bank holidays
- Employer and employee contributory pension with flexible retirement options
- 'Spire for you' reward platform - discount and cashback for over 1000 retailers
- Free Bupa wellness screening
- Private medical insurance
- Life assurance
**Our Values**

We are extremely proud of our heritage in private healthcare and of our values as an organisation:

- Driving clinical excellence
- Doing the right thing
- Caring is our passion
- Keeping it simple
- Delivering on our promises
- Succeeding and celebrating together
Our people are our difference; it's their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.
- **For us, it's more than just treating patients; it's about looking after people.**_

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