Divisional Patient Experience Lead

1 day ago


SuttonInAshfield, United Kingdom Sherwood Forest Hospitals NHS Foundation Trust Full time

Do you want to help improve the quality and safety of healthcare services, and the experiences of patients and carers? The Governance Support Unit is looking for another outstanding individual to join our team. You will be totally committed to the Trust’s values, and expected to demonstrate that those values underpin your work with patients and staff.

We see every complaint is an opportunity for us to better understand and improve the quality of our services.

Dealing with complaints is a challenging and demanding role. When patients or carers contact the PET, they are already unhappy with the experience they have had, it is also difficult for our staff to hear that a patient has not had a good experience while under their care.

You will have a thorough understanding of the NHS, sharp analytical skills and experience of providing a service focused on customer care. Your communication skills, both written and verbal, will be outstanding. You will be able to demonstrate well developed skills in negotiation, problem solving and drafting.

You will need to be resilient and able to diffuse difficult situations, and you will continue to deliver work of a high standard even when under pressure to meet tight timescales.

Most importantly you will ensure that each complaint is listened to, understood, properly considered, appropriately responded to and learnt from.

We are an intensely values-driven organisation with a clear focus on delivering our five strategic objectives to help us achieve our vision: healthier communities and outstanding care for all, so everyone has easy access to safe and effective care, enabling more people to remain well and independent throughout their lives.

We are proud of our performance as a great place to work - clearly evident in our staff survey responses and outstanding care demonstrated by our Care Quality Commission rating of Good overall and Outstanding for caring.

1. Complainants will recognise that the Trust takes all complaints seriously welcomes feedback from Patients, Carers and other service users
2. Complainants will know they have a key contact to support them through the resolution of their complaint and are treated respectfully
3. All complaints will be managed within the agreed Trust timescale in an effective and empathic way
4. Complainants will be satisfied with the response received from the Trust reducing the need for further investigation and additional responses
5. All complaints data will be analysed, key themes identified and reported to support the delivery of change in the Division
6. Complaints escalated to the Ombudsman are reduced annually
7. Litigation resulting from complaints will reduce annually
8. Patient Experience Surveys will be undertaken in the Division to provide quantitative and qualitative data and information which will be triangulated with complaints data, key divisional risks and regulatory requirements
9. Patient Experience Surveys will reflect the requirements of the Division to measure effective change and regulatory requirements
10. PALS data will inform actions required to improve service development in the Division
11. Appropriate reports on all patient experience will be provided for the Division and the Trust Board
12. There is a clear and demonstrable audit trail of all complaints, actions taken and change delivered.



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