Head of Patient Experience

Main Duties Be the champion and ambassador of patient experience and will be expected to fulfil a role across the health economy and act as the central point for enquiries about patient experience. Develop networks with others leading patient experience work and promote the work of North Bristol Trust in this area by attending and speaking at conferences and presenting. Responsible for the implementation of a highly complex and involved stakeholder engagement strategy to support the Trusts strategic and organisational objectives. Lead the development and implementation of the Trust Patient & Carer Experience Strategy building on a developing culture of openness and transparency.
Lead service improvements and have a direct lead role in all patient, carer and public engagement activities. Lead the delivery, reporting and development of action plans following national and local patient/user surveys. Analyse strategic and operational plans and translate these needs into the provision of supported engagement services and patient experience. Set up systems to monitor the level of patient engagement.
Plan and deliver seminars and training for staff on patient and public engagement. Ensure active patient involvement and analysis of feedback is utilised to inform Trust service development such as patient pathways as part of the overall Trust approach to continuous quality improvement. Undertake analysis of complex information (qualitative, quantitative and statistical information) to inform and measure the effectiveness of projects and work streams. Develop cost benefit analysis for engagement spending and initiatives.
Lead on the development of a variety of effective methods for obtaining patient and carers feedback. Lead and develop the Trust approach to the Friends and Family test, such that response rates are a given, and frontline staff are supported to actively use the narrative feedback. Ensure the approach to complaints is such that each complaint is viewed as a service improvement opportunity. Develop metrics and ways of working for the complaints process that ensure continuous feedback and learning.
Develop a Trust approach and strategy to the use and development of patient stories. Ensure active patient involvement and feedback is utilised to inform improvement work including patient pathways, the Trust Quality Strategy, regional safety collaborative work, and service improvement projects managed via the Project Management Office. Ensure participation in National Patient surveys and learning from best practice benchmarking with other organisations. Work with clinical leadership teams to embed a culture of you said we did.
Lead the communications regarding patient experience, raising public engagement though a range of media and in collaboration with clinical staff and the communications team. Research, write and present reports for Board and Directors based on complex real
- time patient feedback combined with nursing metric and national patient surveys. Lead in the interpretation of legislation and guidance nationally. Engage and support staff who need to make changes to comply with new statutory requirements.
Lead on the development and implementation of the Trusts stakeholder Patient Experience policy to drive true and sustained engagement activity across the Trusts directorate structures. Planning and organisation of a broad range of complex activities and programmes, some of which are on-going around the core measure of patient experience. These require the formulation and adjustment of plans or strategies and a wide engagement/monitoring programme. High level of freedom to act independently, including responsibility for interpreting national and organisational policy in determining day to day work and actions and longer-term strategic priorities in areas of responsibility, regionally and nationally.
Also setting standards and performance indicators for national and regional areas of responsibility around patient experience. Oversee the Trusts translation and interpreting services, managing contracts and performance with suppliers, monitoring use and quality. Leadership Provide training and support in the use of a range of patient experience methodologies. Lead the Trusts Spiritual, Pastoral, Religious Care ensuring the services they provide are fit for the future and in line with the Trust strategic objectives.
Lead the Fresh Arts Programmes contribution to patient and carer experience. Lead and continually develop the Trusts approach to managing complaints and PALS concerns sensitively and in line with PHSO guidelines, whilst seeking to optimise thematic insight and signposting into learning and improvement opportunities. Lead the Volunteer Services contribution to patient experience work, integrate the work of volunteers into the patient and carer experience strategy. Lead the development of Divisional patient experience leads.
Providing development and support to deliver an innovative programme o