Head of Patient Experience

2 weeks ago


Leicester, United Kingdom University Hospitals of Leicester NHS Trust Full time

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.

They will have a key liaison role with the Trusts, Patients, families' carers and Patient Safety Partners and volunteers as key participants ensuring that the patient voice from all communities is heard, especially those with health inequalities.

We are looking for an exceptional leader who is experienced, innovative and committed to making a real difference to patient experience and engagement. This is a key post, supporting the Chief Nurse, & Allied Health Professionals and Clinical Management groups. This post sits within the Corporate Nursing Team. 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 patient placed at the centre of care delivery.

Lead on the development and delivery of a strategy to continually assess and improve patient and carer experience across UHL

Play a key role in influencing behavioural and cultural development and change across the organisation to support the embedding of the Trust’s vision, and Person Centredness within its services and within its relationships with People who access our services, carers, volunteers, Trust members and the wider public.

Lead on identification of customer service performance measures and service-related performance improvement strategies.

Oversee the PILS, complaints, early resolution team and patient and carer experience function, ensuring that it is proactive and customer/service user focused.

To develop/maintaining strong links with CMG teams with the aim of strengthening the learning and improvements possible through the review and interpretation of feedback from all sources, ensuring that patient and carers feedback is at the centre of our work.

We are one of the biggest and busiest NHS trusts in the country, incorporating the General, Glenfield and Royal Infirmary hospitals. We have our very own Children’s Hospital and run one of the country’s leading heart centres.

Our team is made up of more than 17,000 staff providing a range of services primarily for the one million residents of Leicester, Leicestershire and Rutland.

We work with partners at the University of Leicester and De Montfort University providing world-class teaching to nurture and develop the next generation of doctors, nurses and other healthcare professionals, many of whom go on to spend their working lives with us.

Our purpose is to provide ‘Caring at its best’ and our staff have helped us create a set of values that embody who we are and what we’re here to do. They are:

- We focus on what matters most
- We treat others how we would like to be treated
- We are passionate and creative in our work
- We do what we say we are going to do
- We are one team and we are best when we work together

Our patients are at the heart of all we do and we believe that ‘Caring at its best’ is not just about the treatments and services we provide, but about giving our patients the best possible experience.

**About the University Hospitals of Leicester NHS Trust**: (leicestershospitals.nhs.uk)

The detailed job description and main responsibilities are included as an attachment to this advert.

KEY RESULT AREAS
- Work across organisational boundaries at multiple levels to ensure that support for patients/carers is developed in a coordinated, interagency context.
- Lead on improving standards of collaborative working with families and carers
- Responsible for successfully interpretating and implementing plans to deliver the expectations of the Care Act (2014), Patient Choice and NICE guidelines and standards and other local/national standards
- To lead, in conjunction with Local Authorities, third sector and carers, the development and delivery of the annual carers survey.
- Ensure that a programme for training is developed and delivered to all appropriate colleagues.
- Provide expert advice and support to patients/carers and colleagues involved in handling responses to complex concerns or complaints and incident investigations and act as the link with patients and families where appropriate.
- Analyse the Trust’s Clinical Strategies and plans and translate needs into the provision of supported patient and carer experience strategies
- Identify, adapt, and bring examples of best practice in patient and carer experience and improvement activities from other NHS and non-NHS organisations, leading the successful implementation and delivery of measurable improvements in patient and carer experience.
- Ensure that patients and carers receive effective information and signposting to support and guide them through concerns or complaints process
- Work in con


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