Patient Experience and Partnership Lead

6 months ago

London, United Kingdom St George's University Hospitals NHS Foundation Trust Full time

The views of our local communities and people who use our services are important to us. We want to know when things have gone well, but also when we don’t get things right, so that we can learn and improve. Led by the Group Associate Director of Patient Experience, the Patient Experience Team covers national surveys, local surveys, learning from complaints, carers, compliance with the accessible information standard, voluntary services, communication and veterans and is committed to making group wide improvements.

We are looking for a band 7 experienced patient experience officer for a 6-month fixed term contract to support the Group Associate Director of Patient Experience with a number of projects. Key projects requiring support are Carers, Veterans and Accessibility - with other opportunities available. There are many patient partnership opportunities ongoing at the Trust and more resource is needed to bring these projects forward. The post holder should be enthusiastic, motivated, committed to patient experience and learning through feedback, able to work on site and to travel between St George’s and Epsom and St Helier Hospitals as needed. Applicants should have experience of Patient and Public Involvement initiatives, project management, creative and systems thinking, as well as being a graduate (or relevant experience) and be motivated to improve patient experience in an acute setting.

The Patient Experience and Partnership Lead is a key role in the Patient Experience team, providing leadership and guidance on all matters relating to patient experience, with a particular focus on patient feedback (Friends and Family Test, national and local surveys), patient and public partnership (involvement), carers, and patient information. Working with staff across the organisation, as well as with a range of external partners and stakeholders, the post holder will support the Group Associate Director of Patient Experience and Partnership and in ensuring the Trust meets statutory requirements in relation to patient experience, as well as its own objectives as part of the ongoing commitment to improving the experience of patients and carers.

The post is suitable for experienced managers with a background in public involvement/ engagement (or similar). Experience of the NHS, particularly in engagement and involvement, is desirable. They must be able to work effectively with people at all professional levels, both internally and externally, and be confident in providing leadership across the Trust.

The Patient Experience Team is responsible for making sure that the Trust is listening to all forms of feedback, and that that feedback is acknowledged, recorded, shared and acted on as required; ensuring that opportunities for improvement are identified and changes are made in partnership with patients and carers.

The post holder will work closely with the Group Associate Director Patient Experience and Partnership to ensure that across the group patients, carers, other service users, local people and staff have the opportunity to share their views, raise concerns and get involved. The post holder will be the operational lead for patient and public partnership, including development of a robust infrastructure to enable patients, carers and the public to be involved as partners in decision making, service development and design, as well as supporting the growth of patient and carer forums.

Patient Feedback, including supporting the Group Associate Director of Patient Experience and Partnership with the Trust’s participation in the national patient survey programme (CQC and NHS England surveys).

Patient and public partnership (involvement), including working under the guidance of the Group Associate Director of Patient Experience and Partnership, support the development of the Patient Experience Strategy.

Patient information, including supporting the Group Associate Director of Patient Experience and Partnership in the Trust journey towards co-designing information with patients as the gold standard.

Other responsibilities, include line management responsibility for the Patient Experience and Partnership Officers.

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