Head of Patient Experience

8 months ago

Wigan, United Kingdom Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust Full time

Are you enthusiastic, motivated, and committed to involving patients and public stakeholders in the co-design and development of services.

The Head of Patient Experience will provide expert professional leadership, supporting all clinical teams throughout the organisation in delivering the highest possible standard of patient care which is delivered safely and effectively to ensure a positive patient experience.

We are looking for an exceptional leader who is experienced, innovative, and committed to making a real difference to patient experience and engagement.

The successful applicant will provide professional leadership and develop the Trusts Patient Experience Strategy to ensure the provision of high quality, responsive services with the needs of the patients placed at the centre of care delivery.
- Be politically astute, with strong communication skills and be able to present findings of patient and public engagement activities in a meaningful way.
- Have a good working knowledge of legal and regulatory frameworks relating to patient and public engagement.
- Possess specialist knowledge across a range of stakeholder engagement practices, skills, techniques, underpinned by theoretical knowledge from study and relevant practical experience preferably in a social / opinion research or academic environment.
- Be a source of information and advice with regards to good practice in respect to patient and public engagement, responding to requests from colleagues across the Trust, who want to involve patients and other key stakeholders in their work.
- Have proven data skills, with the ability to analyse and interpret a both quantitative and qualitative data.

Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement, and living our values ‘the WWL Way’.

WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.
- To work with stakeholders to develop and implement the Trust’s Patient Experience Strategy. The Head of Patient Experience will ensure that patient and public involvement (PPI) is at the heart of the Trust’s activities and informs service improvement.
- To lead the Patient Experience Team. The patient experience team.
- To be responsible for liaising with local charities and community groups on behalf of the Trust. To act in an expert advisory role, helping to build capacity in the voluntary sector to promote health issues.
- To act as a catalyst for service change; feeding back patient’s, members and carers views and recommending actions to resolve problems, to share good practice and promote improvement of services.
- The post holder is expected to analyse and interpret complex data sets and develop and implement appropriate responses to drive patient service improvement plans.
- Support and lead a variety of initiatives designed to drive cultural change required to deliver a continuous improvement in patient experience and public engagement.
- Work with external stakeholders to develop partnerships with local individuals and communities and engage local communities and provide greater public accountability.

Patient Experience
- Responsible for working with stakeholders to develop and implement the Trust’s patient Experience Strategy and all Trust wide Patient Experience activities.
- Key stakeholder in supporting a culture of patient centred care and in developing positive, quality experiences for patients and their families.
- Lead role in all patient experience and Patient and Public Engagement (PPE) activities including the driving of service improvements.
- To encourage and provide advice to divisional teams undertaking consultation/participation by acting as a source of expert advice and support in consultation/participation strategies and tools.
- To co-ordinate Trust wide patient centred projects, to ensure professionals listen and respond to the views of service users.
- To participate in the development of Trust and local policies and standards and be responsible for ensuring the contribution of patients, families and carers are recorded.
- Lead the delivery, reporting and ownership clinically of action plans following national and local patient/user surveys and other forms of feedback to drive improvement locally.
- Ensure that users experience is viewed as integral to patient experience.
- Lead on the delivery of FFT and CQC patient surveys, ensuring reports are disseminated to Trust staff and appropriate improvement plans are developed and improvements monitored.

Engagement Activities
- To work with Trust staff and a

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