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Patient Experience Manager

1 week ago

Harrogate, North Yorkshire, United Kingdom Harrogate and District NHS Foundation Trust Full time

At Harrogate and District NHS Foundation Trust, we aim to reflect our values in everything we do - Kindness, Integrity, Teamwork and Equality. So if you're looking for an interesting and rewarding career in the NHS, where you can make a real difference to patients' lives, Harrogate and District NHS Foundation Trust is the place for you.

"We are committed to providing the best possible levels of healthcare and we can only do this with the help of our incredible colleagues. We have a Strategy that is designed to empower, excite and mobilise everyone in the Trust behind a common purpose and that supports our cultural values of Kindness, Integrity, Teamwork and Equality."

Main area: Quality

Grade: NHS AfC: Band 7

Contract: Permanent

Hours:

  • Full time
  • Flexible working
  • Home or remote working

37.5 hours per week (opportunity to work remotely when the service allows but there is an expectation to be on site at least 3 days a week.)

Job ref: 421-CORP-1892S-A

Site: Harrogate District Hospital

Town: Harrogate

Salary: £46,148 - £52,809 Per annum pro rata

Salary period: Yearly

Closing: 07/04/2025 23:59

Job overview

The Patient Experience Manager has a unique and varied role responsible for managing key elements of the Patient Experience within HDFT. The post would be part of a busy but dynamic team that encompasses all elements of Patient Experience, including managing complaints and concerns, compliments, patient engagement projects and patient surveys.

Main duties of the job
  • To lead the patient experience functions across all areas of the Trust
  • To support ward department and community staff with the collection of data relating to patient experience and to manage the reporting of that data.
  • To oversee patient information leaflets and web page
  • To collate patient experience information into reports for relevant Trust committees and meetings
  • To manage and utilise a system of feedback and to drive improvement for the patient experience team.
  • To identify areas of good practice and through quality improvement methodology to share best practice across the organisation
  • To take a leadership role in the Making Experiences Count work stream within the organisation
  • Support the Quality Matron to ensure full compliance with all CQC/Regulatory related Patient Experience Standards
  • To monitor weekly compliance with patient experience measures and ensure improvement in compliance with the Trust identified targets for a particular division.
Working for our organisation

Harrogate and District NHS Foundation Trust (HDFT) cares for the population in Harrogate and the local area, as well as across North Yorkshire, Leeds and parts of the North East.

At HDFT we provide outstanding care to both our patients and our staff and we value Kindness, Integrity, Teamwork and Equality. If you're looking for an interesting and rewarding career in the NHS, where you can make a real difference to patients' lives, HDFT could be the place for you

We offer colleagues:

  • A supportive culture so colleagues can bring their whole selves to work.
  • Staff Recognition - as well as regular appraisals, we recognise achievements with our Making a Difference & Team of the Month Awards, along with annual Colleague Recognition Awards.
  • Employee Support and wellbeing – we offer a wide range of staff benefits including an Employee Assistance Programme, counselling service and a fast-track Physiotherapy service.

Please note:

  • Due to high levels of interest, posts may close early if we reach a sufficient number of applications.
  • Visa sponsorship is only available for certain roles. Please ensure the role you are interested in meets the criteria for a visa before submitting your application.
  • Please also be aware that the Trust does not offer relocation packages for Agenda for Change roles.
  • All job offers are subject to satisfactory pre-employment checks.
Detailed job description and main responsibilities
  • Ensure that a robust system of friends and family test data collection is embedded in all areas of the organisation
  • To manage and analyse data collected in conjunction with FFT and other relevant data
  • Work with ward and department managers to instigate local area patient experience surveys, advising of question setting and assist with the management and analysis of the data
  • To have operational responsibility for the delivery of a range of projects to include quality improvement as directed by the Regulation, Experience and Risk Lead
  • Manage and be responsible for the developments associated with the ward and department quality dashboard
  • Manage the production and publication of all Trust wide patient information in print and digital form
  • Manage the patient information database and version control of document
  • Manage the Trust internal and external digital patient information resources, ensuring the most up to date information is available to staff, patients and the public
  • Clinically manage and support the collection of the early warning scores audit, providing feedback to areas of the data collected and working with clinical teams to drive improvement with
  • To support as required the provision of data and reports to the Making Experiences Count group and other relevant committees
  • To work closely with the Heads of Nursing and Matrons to ensure that patient experience improvements are monitored and progressed within agreed time
  • To develop, implement, maintain and manage robust systems in relation to the patient experience data collection
  • Work collaboratively with colleagues across the Trust, contributing proactively to any working groups
  • To represent the Trust at any patient involvement groups internally and externally including governor and member's meetings.
  • To be responsible for providing teaching and education relating to patient experience processes and improvement
  • To maintain accurate and timely records maintaining databases of all patient experience events and analyse data to inform and report to the Trust Board and other groups on all aspects of patient experience
  • To ensure compliance with information governance requirements including consent, confidentiality and information storage in line with Trust and national policy and legislation
  • To ensure that staff are able to work in a safe and conducive working environment and that responsibilities regarding Health and Safety and staff welfare legislation and best practice are fulfilled throughout the department
  • Responsible for training members of staff in the use of patient experience systems
  • Working in partnership with the Deputy Director of Nursing to support the quality improvement aspects of patient experience
  • Co-ordinate the identification of patient experience themes to inform training needs for the nursing, midwifery and AHP workforce working closely with matrons and senior nurses.
  • Contribute to training / learning events to improve patient experience working closely with senior nurses across the directorates and within the corporate team as required
Person specification
  • Qualifications
  • Experience at senior level within NHS
  • Experience of managing and analysing complex data
  • Understanding of Patient and Public engagement
  • Teaching qualification
  • Project Management
  • Experience of leading
Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

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