Patient Relations Service Lead

4 weeks ago

Worcester, United Kingdom Herefordshire and Worcestershire Health and Care NHS Trust Full time

Job summary

We are looking to recruit a passionate, engaging, anddynamic individual to support the Head & Deputy of Quality and PatientSafety in leading strategic and operational development and service delivery ofPatient Relations Service. This includes collaborative work towards. They mustdevelop and manage the organisations complaints policies and procedures in linewith current legislation and best practice relating to the management ofcomplaints. Responsibility for ensuring that the organisation is compliant withthe Parliamentary Health Service Ombudsman (PHSO) and Regulators standards inrelation to complaints management. The role is full time, over office hours. Basedat our head office in Worcester. Hybrid remote working is an option. AtHerefordshire and Worcestershire Health and Care NHS Trust, we prideourselves in providing outstanding care to patients. We will provide you withresources to develop and progress a long-term career as well as flexibility,continual professional development as well as a wide range of wellbeing and support.If you would like to discuss informally if this is the right role for you, getin touch with Recruiting Manager which can be found on the top right-hand sideof the advert.

Main duties of the job

Thesuccessful candidate will be responsible for supporting the Head of Quality& Patient Safety in the delivery of the Patient Relations Strategy. Thepost holder will work strategically with other Quality & Safety leads insupporting SDU leads with managing complaints and any other patient safetyleads.

About us

At Herefordshire and Worcestershire Health and Care NHS Trust, we are working together to deliver outstanding care. We run community hospitals and community health services across Worcestershire and provide mental health and learning disability services across both Herefordshire and Worcestershire.

Our people (all 4500+ of them) provide services for people of all ages, experiencing both physical and/or mental health conditions from over 100 sites.

We will support you to thrive; offer flexible working options for a great work-life balance, help you fulfil your ambitions, and empower you to make positive changes within your team or service. Its why we were named Large Apprenticeship Employer of the Year award at the 2022 Worcestershire Apprenticeship Awards. We value diversity and encourage applications from people of all backgrounds, cultures, and ethnicities.

What we offer

27 days leave plus bank holidays, increasing up to 33 days with long service

Generous NHS pension and enhanced pay when you work unsocial hours

Flexible and agile working opportunities

Great maternity, paternity, and adoption support

Wide range of staff networks such as LGBT+ and ENRICH (Equality Network for Race Inclusion and Cultural Heritage)

Health service discounts and online benefits including excellent cycle to work and car salary sacrifice schemes

Health and wellbeing opportunities

If you would like to know more, please visit our careers website.

Job description

Job responsibilities

For full details of the duties and criteria for the roleplease refer to the job description and person specification attached.

Person Specification

Experience

Essential

Previous substantial experience of having worked in complaints and PALS. Experience of managing staff and leading teams. Experience of having worked to performance targets. Experience of working to national standards Experience of designing and delivering learning events Experience of having used analytical skills to produce necessary actions and reports. Previous experience of managing change. Experience of supporting organisational learning and change based on patient feedback and concern. Experience of external complaint systems. Customer Care feedback and concern. Ability to apply quality improvement methodologies to facilitate/implement change in healthcare settings. Experience of applying teaching techniques with the ability to demonstrate an understanding of learner needs. Experience of mentoring within a clinical setting to improve clinical practice. Experience of the wider clinical nursing setting, including multi-disciplinary teams (MDTs).

Knowledge

Essential

Able to manage service developments and implement change. Project management skills Excellent verbal and written skills including influencing, negotiation and leadership skills. Knowledge of Datix/incident reporting system and the ability to collate comprehensive reports.

Qualifications

Essential

Degree level education. Degree Level or equivalent experience. Evidence of ongoing professional development Evidence of leadership training Knowledge and appreciation of strategies to overcome resistance to change. I understand that I will be asked to provide original certificates to verify my qualifications at point of offer.

Additional criteria

Essential

Able to meet the travel requirements of the post,

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